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TodayFriday, May 22, 2026

CX and culture transformation in Uganda

A high-level CEO breakfast hosted by the Customer Experience Association of Uganda (CXA Uganda) brings together senior business leaders, customer experience professionals, and strategy executives to explore the state of CX in East Africa. The event highlights insights from the 2025 CX Excellence Maturity & Intelligent CX Status survey, revealing critical gaps in CX leadership, budgeting, measurement, and organizational alignment. Key discussions center on the urgent need to reposition customer experience as a strategic, board-level priority, empower CX leaders with authority and metrics, and connect CX to financial outcomes and cultural transformation. The event calls on organizations to stop treating CX as a soft function and instead embrace it as a driver of sustainable growth, trust, and competitive advantage.
(L–R) Liz Okomba, Carolyne Gathuru, and Ian Golding led a powerful call to action at the inaugural CXA Uganda CEO Breakfast—urging East African business leaders to elevate customer experience to the boardroom, back it with budgets, and anchor it in measurable impact. “CX is not soft. It’s strategy,” they declared.

Enough Of Lip Service! CX Experts Urge East African CEOs & Boards to Radically Rethink Customer Experience

In a landmark gathering of C-suite leaders and experience management professionals at the Serena Hotel Kampala, three of the most respected voices in customer experience delivered a united, urgent message: Customer Experience
August 5, 2025
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