Some of the Customer Experience Uganda officials pose for a group photo after the press briefing at Fairway Hotel in Kampala on July 10 2025
HABARI DAILY I Kampala, Uganda I The Customer Experience Association of Uganda (CXA Uganda) has been officially launched. CXA Uganda is the pioneer professional body dedicated to advancing customer experience across the public and private sectors.
Customer experience encompasses every interaction between an organization and its customers, shaping how consumers perceive and feel about the services they receive throughout their journey.
According to officials, they noticed the void, which informed their move. “We recognizes customer experience has become. Now that we have launched, we hope to make this a hub for professionals, businesses, and institutions committed to embedding customer-centric strategies into their operations,” said Joan Ntabadde Kyeyune, President, CXA Uganda.
She pointed out that customer experience has become a key driver of revenue, loyalty, and long-term relationships, especially in the private sector. “This association is the first of its kind in Uganda and joins a global movement of CX professionals working to elevate service delivery,” said Kyeyune.
L-R Sonia Karamagi Kasagga, the programs Director, Joan Ntabadde the President and Evas Bazarikakye, Director of Membership during the presser at Fairway Hotel in Kampala on July 10 2025
She added that CXA Uganda will advocate for stronger customer experience policies, support digital transformation in service delivery, and offer tailored training, certification, networking events, and industry research.
“Our mission is to raise awareness about the critical role CX plays in brand loyalty, business growth, and citizen satisfaction,” Ntabadde added.
She further noted that Ugandan consumers are more informed and discerning than ever. “This association was born out of a need to equip professionals and organizations with the tools and knowledge to deliver meaningful and memorable experiences to Ugandans who have become more enlightened.”
CEO Breakfast
Sonia Karamagi Kasagga, The programs Director, announced that the association will host flagship events such as the CEO Breakfast, set for July 31st 2025 at Sheraton Kampala Hotel.
“During this event, insights on the state of CX in the region will be shared. Renowned global CX consultant Ian Golding is expected to attend, alongside other industry leaders, to showcase success stories and inspire innovation,” she said.
Karamagi welcomed the launch calling it a timely initiative amid rising consumer expectations and increasing competition across sectors like banking, telecom, healthcare, education, hospitality, and government services.
“Excellence in customer experience is a collective journey,” Karamagi said. “Seeing professionals unite under a common cause is something we must support as stakeholders.”
How to Join
Evas Bazarikakye, Director of Membership at CXA Uganda, emphasized that the association is open to both individuals and organizations. Members will gain access to curated CX resources, peer learning opportunities, and thought leadership sessions featuring both local and international experts.
“Our website provides all the information needed to join. Interested parties can fill out the membership forms online, and the Secretariat will follow up from there,” she explained.
She further pointed out that CXA Uganda is more than a professional body, but a movement aimed at showing Ugandans how they treat customers, clients, and citizens.
