The CX Transformation Framework for SMEs in Africa 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.
Hosted under the Africa CX Leaders Forum, this Commission brings together SME experts, entrepreneurs, CX consultants, and innovation leaders to design practical, affordable, and scalable CX tools that reflect the realities of doing business in Africa.
The Commission’s goal is to make CX accessible to every entrepreneur, regardless of size, budget, or sector and to equip them with simple, actionable tools that can transform their daily operations and long-term growth.
“In Africa, small businesses are the heartbeat of our economies and customer experience is the pulse that keeps them alive and growing.”
Over 90% of African businesses are SMEs yet many operate without structured CX strategies, missing out on opportunities to build loyalty, differentiate their brands, and grow sustainably.
This Commission exists to bridge that gap. By localizing CX concepts into simple frameworks and easy-to-use guides, it helps entrepreneurs see CX not as a luxury, but as a competitive advantage.
When customers feel understood, valued, and delighted even the smallest business can compete on a world stage.
“CX is not just for big brands. It’s the difference between survival and success for Africa’s SMEs.”
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.
Behind every blueprint is a team of passionate CX leaders shaping Africa’s experience story. Get to know the members of this Commission.
Head of Client Experience- Stanbic Bank
Head Client Experience - Stanbic Investment Management Services Ltd. -Ghana
Customer Experience Consultant - P31 Experience - Nigeria
Lead Consultant - Bespoke Experiences - Botswana
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.
