Africa CX Index Research

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Africa CX Index Research Commission

The Africa CX Index Research Commission is the research and insight powerhouse of the Africa CX Leaders Forum.
It leads the development of the continent’s first standardized and localized Customer Experience (CX) Index, providing data-driven insights to measure, compare, and improve how organizations and institutions serve their customers across Africa.

This groundbreaking initiative builds on the gCXIndex framework contextualized to reflect Africa’s unique cultures, customer behaviors, and industry realities.

The Commission’s work ensures that CX transformation on the continent is data-driven, evidence-based, and contextually relevant.

The Commission brings together researchers, data analysts, CX practitioners, and national CX associations to create a continental benchmark that captures the voice of the African customer.

“What gets measured gets improved and Africa’s CX story deserves its own metrics.”

Mandate & Objectives

Africa CX Index

Developing the Africa CX Index Framework a validated model for measuring CX performance across industries and regions.

Localizing the gCXIndex

Localizing the gCXIndex variables to reflect African market realities, service structures, and cultural nuances.

Performance Benchmarks

Defining industry weightings and performance benchmarks for cross-sector comparability.

National and regional data collection

Designing research methodologies for national and regional data collection.

Local adoption

Collaborating with national CX associations, regulators, and partners for local adoption and reporting.

African Stories

Build a repository of CX Research and customer insights, bestpractices and stories from across Africa.

Why This Commission Matters

Africa is experiencing rapid digital, economic, and service transformation yet there has been no unified way to measure CX maturity continent-wide.
This Commission closes that gap by providing the tools and frameworks needed to benchmark and elevate CX performance at organizational, industry, and national levels.

By localizing global CX metrics to African realities, the Index empowers organizations to act on real insights not imported assumptions.

“Africa’s CX Index is more than research it’s the foundation for transformation.”

Key Focus Areas

Index Design & Validation: Adapting and validating global CX metrics for Africa’s markets.
Data Collection & Analysis: Research coordination across countries and industries.
Sectoral Benchmarking: Building comparative reports for banking, telecom, retail, public sector, etc.
National CX Measurement Programs: Supporting countries to conduct and publish local CX Indexes.
Insight Publication: Turning raw data into actionable, story-driven intelligence.
Continuous Learning: Evolving the Index annually with updated insights and trends.

Join the Commission

Are you passionate about elevating Africa’s customer experience culture?

Join this Commission and add your voice to leaders who are shaping the future of CX on the continent.

Every year 7 commission members volunteer to lead the commissions mission. You too can volunteer to be part of the transformation story.

Apply to Join the Commission

Meet our Commission Members

Behind every blueprint is a team of passionate CX leaders shaping Africa’s experience story. Get to know the members of this Commission.

Rosebella Abok

Global Head of Customer Experience - Kenya

Lameez Arend

Customer Experience Lead, Wonga – South Africa

Christine Njagi

Head of Customer Experience - Jambojet - Kenya

Amissah Miriam

Head Client Experience - Stanbic Investment Management Services Ltd. -Ghana

Make use of the commission's guides

Across Africa, CX leaders are not just talking about change, they’re building it. Now, these resources are open to the public, ready for you to adapt, implement, and scale within your organization, sector, or country.