Customer Experience Association of Uganda

CXAUG Member Spotlight: Mrs. Babra Mehangye Kahima – A Balance of Expertise and Authenticity On this International Women’s Day, the Customer Experience Association of Uganda (CXAUG) proudly launches our Women’s Month series by featuring Mrs. Babra Mehangye Kahima. Professional Journey: With a robust 23-year career in banking, Babra’s path took her from being a teller to leading as the Head of Customer Experience at Absa Bank Uganda. Notably, as the first Premier Banking Branch Manager at Barclays Bank Uganda, she guided her team to profitability within a year, building strong relationships with high-value retail clients. Leadership and Expertise: Now a Certified Maxwell Leadership Speaker, Coach, and Trainer, Babra empowers businesses and individuals through tailored training and mentorship programs. Her thoughtful guest articles in the Daily Monitor offer practical insights that help shape better customer experiences. Beyond CX, she co-founded The Kahima Trust, an initiative dedicated to providing bright but underprivileged Ugandan children with access to quality education. A Personal Touch: Outside of her professional life, Babra enjoys reading, writing, music, travel, and exploring new culinary adventures. A fun tidbit: she has a fondness for cartoons, a subtle reminder that even leaders are humans that appreciate simple pleasures. Looking Ahead: Babra advocates for biannual gatherings with the top 500 company CEOs to drive meaningful discussions on enhancing customer experience. Her clear vision and pragmatic approach set a high standard for our community. Today marks the beginning of our Women's Month celebrations, and we are honored to kick off this series with Babra, celebrating the unique strengths she brings to the table, contributing to elevating customer experience in Uganda. #CXAUganda #CXAUG #MemberSpotlight #CustomerExperience

Book Club Week! ?? Final Day: Sundays are for reflection, and as we wrap up this week, let’s revisit Jeanne Bliss’ Five Competencies from Chief Customer Officer 2.0 and how they can elevate CX in Uganda: 1?? Honor customers as assets: Measure gains, losses, and their WHY. 2?? Align around the experience: Break silos and prioritize the customer journey. 3?? Build a listening path: Turn feedback into actionable insights. 4?? Proactive reliability: Predict and innovate to prevent issues. 5?? Leadership accountability: Culture starts at the top, live the CX vision. These aren’t just principles; they’re a blueprint for transformation. At CXA Uganda, we believe these competencies can redefine customer relationships and fuel business success. #CustomerExperience #CXAUganda #ChiefCustomerOfficer #BookWeek

Book Club Week! ?? Day 6/7 Culture eats strategy for breakfast and CX transformation is no exception. In Chief Customer Officer 2.0, Jeanne Bliss highlights that leadership accountability is the cornerstone of sustainable CX. And looking at Uganda this means asking tough questions that aren’t usually asked for example: - Are our leaders modelling customer-first behaviours? - Do they empower teams with the tools and autonomy to act and focus on CX practices? - Are decisions rooted in improving customers’ lives? Bliss reminds us that leadership isn’t just about vision, it’s about action. Leaders must walk the talk by uniting departments, eliminating unnecessary barriers, and championing CX across all levels. At CXA Uganda, we’re fostering conversations that put leadership accountability at the forefront of CX growth. How is your leadership team driving customer-focused change? #CustomerExperience #CXAUganda #ChiefCustomerOfficer #BookWeek

Book Club Week! ?? Day 5/7 Reliability isn’t just operational, it’s transformational. Jeanne Bliss challenges CX leaders to create “Revenue Erosion Early-Warning Systems.” These systems anticipate issues before customers even notice, ensuring consistent and seamless experiences. In Uganda, where customer trust can make or break a brand, proactive reliability is a powerful tool. Bliss urges us to: 1?? Identify key moments in the customer journey where things often go wrong. 2?? Build systems to predict and prevent these failures. 3?? Innovate purposely, don’t just fix issues, reimagine the experience. At CXA Uganda, we’re inspiring businesses to see CX innovation as critical as product development. Let’s move beyond the basics and deliver exceptional reliability. What’s one area in your customer journey that needs proactive innovation? Let’s brainstorm! #CustomerExperience #CXAUganda #ChiefCustomerOfficer #BookWeek

I’m happy to share that I’ve obtained a new certification: CXA Uganda Professional Member from Customer Experience Association of Uganda!

Book Club Week! ?? Day 4/7 Are we truly listening to our customers? Chief Customer Officer 2.0 introduces the idea of a “Customer Listening Path,” which moves beyond surveys to understand customers’ lives holistically. Bliss recommends combining multiple sources of insight. Real-time feedback, social media, and behavioural data, to tell a complete story. In Uganda, where customer feedback often comes from in-person interactions and digital platforms, this listening path could revolutionize CX practices. At CXA Uganda, we encourage businesses to ask: Are we using insights to act, or are we just gathering data? Do our teams feel connected to the customers’ stories? Let’s build systems that turn insights into actions and actions into loyalty. Because listening isn’t enough! we need to act with purpose. Think About how does your business listen to customers beyond metrics? #CustomerExperience #CXAUganda #ChiefCustomerOfficer #BookWeek

Book Club Week! ?? Day 3/7 Let’s talk about customer journeys, the core of any strong customer experience strategy. Jeanne Bliss makes it clear, leadership should focus not on departmental silos but on the entire customer journey. In other words, it's about taking responsibility across the board instead of just doing your own thing. Imagine what this could mean for businesses in Uganda. It starts with one challenge! " Map out your customer journey and identify the touchpoints that really matter to your customers and ensure leadership is accountable at every step." Bliss’s approach invites us to see things from our customers’ perspective, to create experiences they’ll love coming back to. At CXA Uganda, we’re all for this change. We believe that when businesses see things from their customers’ perspective, they create experiences that keep people coming back. #CXAUganda #ChiefCustomerOfficer #BookWeek #CustomerExperience

Book Club Week! ?? Day 2/7 Do you see your customers as your most valuable assets? Jeanne Bliss challenges us to rethink customer value, not just by retention rates, but by truly understanding who stays, who leaves, and why. Uganda’s CX landscape is evolving, and businesses need to track customer growth and loss in real numbers: ? How many customers joined this quarter? ? How many left? ? What’s the story behind these shifts? Bliss calls this “Customer Asset Metrics,” and it’s a game changer. When leaders focus on these insights, businesses can take real action, improve lives, and grow sustainably. At CXA Uganda, we’re committed to embedding this mindset into CX strategies. Are you tracking customers as assets or just chasing scores? Let’s elevate the conversation! #CXAUganda #CustomerGrowth #CXMetrics #CXAUG #BookWeek

Book Club Week! ?? Day 1 of 7 Lessons from The Chief Customer Officer 2.0 by Jeanne Bliss. Customer experience (CX) in Uganda is evolving, but do we really understand the roles that drive this transformation? Jeanne Bliss makes it clear, the Chief Customer Officer (CCO) isn’t just a problem-solver or a firefighter. They’re the architect of customer-driven growth, the “human duct tape” that brings teams together and drives lasting change. Too often, CX in Uganda is reactive. A bad survey result sparks action, an isolated complaint gets attention, but what about long-term strategy? Bliss challenges us to break this cycle and take a more deliberate, structured approach. Role clarity is everything. A strong CCO aligns leadership, simplifies processes, and ensures CX efforts connect to real business growth. So, let’s start with a question: ?? Who truly owns CX in your organization? ?? Do your CX leaders have the right tools, knowledge, and authority to create real, lasting change? At CXA Uganda, we’re pushing for leadership that’s intentional about CX and elevate it, as Uganda deserves leaders who don’t just react, but unite, inspire, and drive real action.?? #CustomerExperience #CXAUganda #ChiefCustomerOfficer #BookWeek

I recently spoke with Stefan Osthaus, CCCX, President of the Customer Institute, about the evolving landscape of CX certifications and how the Certified Customer Centricity Expert (CCCX) program is addressing key industry gaps. Stefan highlighted two important factors behind the creation of CCCX: 1?? Recognizing Excellence in CX – While many certifications focus on organizations and methodologies, CCCX was designed to celebrate the professionals driving customer experience forward. The goal is to provide meaningful recognition to CX experts worldwide. 2?? A Certification That Doesn’t Expire – One of the biggest frustrations among professionals is the need to constantly renew their certification, regardless of their experience. Stefan emphasized that true expertise does not expire. With CCCX, entry-level certifications have a validity period, but experienced professionals can earn a lifetime certification after their first renewal. These are just two of the many insights Stefan shared about the future of CX certifications and how the Customer Institute is shaping industry standards. You can watch the full conversation here: https://lnkd.in/dEmM96Te If you're looking to enhance your CX expertise and connect with industry professionals in Uganda, consider joining the Customer Experience Association of Uganda. For additional resources, visit the Customer Institute, the largest comprehensive platform for CX professionals globally: https://lnkd.in/dRvfKzFA.