The National CX Professional Associations Framework Commission drives one of the most strategic ambitions of the Africa CX Leaders Forum; to professionalize Customer Experience practice across Africa through structured national associations, unified standards, and shared governance frameworks.
Across the continent, CX is growing rapidly yet the profession needs strong national associations that can develop capacity, certify professionals, and represent the voice of CX practitioners.
This Commission brings together leading CX experts, association founders, and organizational development professionals to build the blueprint for CX professionalization in Africa.
Its core purpose is to design and promote a scalable and sustainable framework for establishing, strengthening, and aligning national CX professional associations across Africa.
A key output of the commission at the 2025 CX Leaders Forum has been the creation of the Federation of African Customer Experience Associations (FACXA).
Customer Experience is one of Africa’s fastest-growing business disciplines, influencing how organizations engage customers, employees, and citizens.
Yet, for this movement to be sustainable, it needs formalized structures, recognized standards, and communities of practice that nurture talent and advocate for the discipline.
This Commission ensures that CX becomes a recognized and respected profession, with pathways for learning, certification, and leadership at national and continental levels.
It empowers CX practitioners to have a unified voice, influence policy, and drive impact within their countries.
“Strong CX associations create strong CX nations, they are the heartbeat of a connected and empowered community.”
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 Customer Experience -Stanbic bank - Uganda
Faculty Member -The CX Academy Africa
Group Director Customer Experience - Equity Group Holdings - Kenya
Customer Relations Manager- Kenya Airways
Vice President of Account Management– FX at Fincra
Director of CX -The Customer People
Head of Customer Experience - Equity Bank
DBA Candidate | CXPA Member| Group CEO @ CX Touchpoints Group | CX Author & Researcher | 2025 Judge, International CX Awards (ICXA) |
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.
