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Africa CX Leaders Forum 2026

Redefining Customer & Citizen Experience Leadership in a Transforming Africa - Africa’s annual strategic retreat where business and public sector leaders connect, collaborate, and co-create the future of Customer & Citizen experience excellence.

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About the Africa CX Leaders Forum

The Africa CX Leaders Forum unites visionaries across industries and governments to advance customer and citizen experience leadership on the continent. Through its annual strategic retreat, commissions, advisory council, and country champions, the Forum is building the frameworks and communities that power Africa’s service transformation.

Mandate & Objectives

Strengthen CX Leadership Capacity in Africa

Equip leaders in business and government with strategic skills, frameworks, and peer collaboration tools needed to lead experience-driven organizations and institutions.

Position CX as a Core Business and Governance Discipline

Advance the recognition of CX as a strategic leadership competency central to organizational performance, brand differentiation, and national development agendas.

Create and Harmonize African CX Frameworks and Standards

Through thematic commissions and research, develop blueprints, guidelines, and indices that reflect Africa’s market realities and cultural contexts ensuring shared excellence across sectors.

Build a Pan-African Community of Practice

Unite CX champions, associations, and institutions from all 54 African countries to create a sustainable network that exchanges best practices and drives year-round collaboration.

Drive Knowledge, Research, and Policy Influence

Facilitate ongoing CX research, benchmarking, and policy dialogue, ensuring that Africa’s CX transformation is grounded in evidence, data, and measurable outcomes.

Advance Citizen Experience and Public Sector Transformation

Position CX principles at the heart of public service delivery by engaging governments, development partners, and regional bodies to design citizen-centered governance models.

Upcomming Events

The next chapter of Africa’s CX journey unfolds in Kigali, Rwanda — 15–18 September 2025.
Building on the success and insights of the 2025 edition, the 2026 Africa CX Leaders Forum has been redesigned with purpose, precision, and progression smaller in scale, deeper in substance, and more strategically impactful.

2026 Africa CX Leaders Forum

The Africa CX Leaders Forum 2026 is the continent’s premier gathering of Customer Experience leaders, strategists, and innovators shaping Africa’s service transformation.
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2026 Africa Citizen Experience Conference

It gathers ministers, policymakers, mayors, and public-sector innovators across from Africa, committed to building trust and efficiency through citizen-centered governance.
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Africa cx leaders forum

A Continental Movement for Experience Leadership

The Africa CX Leaders Forum is a multi-year initiative designed to advance the practice of Customer Experience leadership across Africa. Through an annual strategic retreat, ongoing research, national champions, and regional commissions, the Forum builds a connected ecosystem that shapes CX as a leadership and development discipline on the continent.

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COMMISSIONS

The Africa CX Leaders Forum Commissions are specialized working groups driving the continent’s customer and citizen experience transformation. Each commission develops strategic frameworks, research, and practical tools that shape CX leadership, innovation, and professional standards across Africa.

Africa Customer Experience Week/Month Commission

The Africa Customer Experience Week / Month Commission is created to redefine how Africa celebrates and recognizes customer experience excellence.
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Africa Citizen Experience Commission

The Africa Citizen Experience Commission leads the effort to transform how governments and public institutions across the continent design, deliver, and measure service to their citizens.
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African Curriculum and CX Integration Commission

Works to integrate Customer Experience and service values into African education curricula, from primary to tertiary levels, nurturing empathy and human-centered thinking.
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National CX Professional Associations Commission

Aims to professionalize Customer Experience practice across Africa through structured national associations, unified standards, and shared governance frameworks.
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CX Transformation Framework for SMEs in Africa Commission

The Commission is dedicated to helping small and medium-sized enterprises (SMEs) across the continent harness the power of Customer Experience (CX) as a driver of growth, loyalty, and sustainability.
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Africa CX Index Research Commission

Leads the development of Africa’s first standardized Customer Experience (CX) Index, providing data-driven insights to measure, compare, and improve how organizations serve their customers across Africa.
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Harmonization of Professional CX Standards in Africa Commission

The Commission develops a unified set of Customer Experience standards, frameworks, and competency guidelines that can be adopted across industries and nations on the continent.
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CX Technology, AI and Innovation Enablement Commission

The CX Technology, AI and Innovation Enablement Commission is the innovation and digital transformation think tank of the Africa CX Leaders Forum.
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Partner With Us

Partner with the Africa CX Leaders Forum and be part of the movement shaping Customer and Citizen Experience transformation across Africa.

Your partnership helps build the frameworks, connections, and success stories defining Africa’s next era of experience leadership.

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