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Advisory Council

About the Advisory Council

The Africa CX Leaders Advisory Council is the supreme governing body of the Africa CX Leaders Forum. It provides strategic direction, ensures the Forum’s mission is achieved, and safeguards the integrity of the largest customer experience leadership community on the continent.

Comprising seasoned CX executives, innovators, and thought leaders from across Africa, the Council ensures that every action taken by the Forum aligns with its purpose — to redefine and elevate the practice of Customer Experience across Africa.

The Advisory Council exists to:

  • Shape the strategic direction of the Africa CX Leaders Forum.
  • Provide governance and oversight for all Forum initiatives and commissions.
  • Ensure the credibility and quality of research, frameworks, and publications produced under the Forum.
  • Strengthen the link between national CX ecosystems, professional bodies, and the Federation of African Customer Experience Associations (FACXA).
  • Promote unity, integrity, and excellence in CX practice across the continent.
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The Advisory Council is composed of a minimum of nine (9) members, each appointed based on merit, contribution to CX excellence, and leadership across sectors.

Appointment & Tenure

  • Members serve a two-year term, renewable once upon performance review.
  • The pioneer Council is appointed by the Forum Director in consultation with regional CX leaders.
  • Subsequent Councils are selected by the incumbent members to ensure balanced representation and continuity.

 

Leadership Roles

  • Chairperson – Provides leadership and chairs Council sessions.
  • Vice Chairperson – Supports the Chair and oversees subcommittees.
  • Council Secretary – Manages coordination, documentation, and communication.
  • Forum Director – Serves as an ex-officio co-chair in all Council meetings.

The Advisory Council’s work is both strategic and transformative. Its main responsibilities include:

  • Reviewing and approving the Forum’s annual strategic plan.
  • Validating Commission plans and outputs, ensuring academic and professional integrity.
  • Convening emergency sessions to address issues that could impact the Forum’s reputation or operations.
  • Overseeing the establishment of the Federation of African CX Associations (FACXA).
  • Guiding the smooth transition of national commissions into federated professional structures.
  • Providing strategic mentorship to Country Champions, Commission Chairs, and emerging CX leaders.

The Advisory Council is the heartbeat of strategic CX leadership in Africa. It ensures that the Forum is not just a gathering, but a structured movement with accountability, standards, and measurable outcomes.

Through their work:

  • The Forum stays credible, inclusive, and results-driven.
  • CX research and policy efforts are peer-reviewed and actionable.
  • Africa’s CX community remains connected, empowered, and inspired to lead transformation.
  • When you see the Advisory Council, you see structure, strategy, and stewardship in action.

Meet our Advisory Council

The Council brings together Africa’s most respected CX leaders, each representing the excellence, insight, and ethics that drive the Forum forward.

Kpunsa Mbinkar
Forum Director - Africa CX Leaders Forum

DBA Candidate | CXPA Member| Group CEO @ CX Touchpoints Group | CX Author & Researcher | 2025 Judge, International CX Awards (ICXA) |

Become Part of the Strategic Leadership of CX in Africa

Are you an experienced CX leader, strategist, or academic passionate about shaping Africa’s customer experience future?
Apply to join the Advisory Council and help define the frameworks that will guide the continent’s CX evolution.

Apply to Become A Champion
Join our Africa CX Leaders Community