Customer Experience 'Must Be Taken Personally by Businesses'

What the report says

Nile Post reported that leaders of the Customer Experience Association of Uganda (CXA Uganda) have called on businesses to treat customer experience as an organisation-wide priority rather than a narrow customer-care function. The message was delivered during the Money Mondays segment on The Morning Switch on Next Radio by Joan Ntabadde Kyeyune, chairperson of CXA Uganda’s Advisory Council, and Antonina Ojiambo, the association’s president.

According to the report, the two leaders said customer experience begins before or beyond a direct sales interaction, including how people encounter a business at its premises, on social media, through digital channels or in face-to-face service. They argued that strong customer loyalty depends on leadership commitment, well-trained employees, consistent service standards and the ability to respond effectively when customers are dissatisfied.

The discussion also focused on the role of technology in shaping service expectations. Nile Post said the CXA Uganda leaders pointed to tools such as artificial intelligence, chatbots, online booking platforms and digital payments as part of a changing customer journey. They urged businesses to make services simpler and more personalised, while also listening to complaints instead of dismissing criticism.

The association linked customer experience to employee welfare, saying staff who feel unsupported are unlikely to deliver excellent service. CXA Uganda, which brings together practitioners, business owners and managers, promotes training, certification and improved service standards. Nile Post also reported that the association plans to host a CXO CEO Breakfast on July 31 at Sheraton Kampala Hotel, focused on customer-centred leadership.