The Africa CX Leaders Forum 2025 marked a defining moment in the evolution of Customer Experience (CX) across Africa.
Held in Kigali, Rwanda, the event convened over 130 CX leaders, policymakers, innovators, and experts from 17 African countries, positioning Rwanda as the hub of a growing pan-African movement in CX transformation.
Over two impactful days, the forum combined commission presentations, high-level keynotes, cross-industry panels, and practical workshops, giving birth to frameworks that will guide Africa’s CX journey in the years ahead.
The 2025 edition was one of the most diverse and high-calibre CX gatherings ever held in Africa, drawing representation from over 40 organizations across key industries — from banking, telecoms, and aviation to public service, insurance, and consulting.
Participating countries included Rwanda, Kenya, Uganda, Nigeria, Ghana, South Africa, Cameroon, Zambia, Zimbabwe, Malawi, Eswatini, Angola, Botswana, Tanzania, Egypt, Belgium, and Germany, with additional experts joining virtually from the UK and Canada.
More than 70% of delegates were senior executives — including CEOs, CX Directors, and association leaders — confirming that Customer Experience has become a board-level priority across Africa.
The two-day event featured commission launches, keynote sessions, expert panels, and workshops, setting new standards for CX collaboration and professionalism in Africa.
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