On October 29, 2025, the prestigious Sankara Hotel in Nairobi hosted the RightCom Customer Experience Summit 2025, a landmark event that brought together executives, experts, and professionals from across industries to explore how customer experience is transforming business in Africa.
The summit built on the momentum of the Customer Experience Week celebrated earlier that month, confirming Africa’s growing role as a hub of innovation and excellence in the field. Throughout the day, participants exchanged insights, strategies, and best practices on how technology, company culture, and human connection can work together to elevate customer experience.
Each session offered a unique perspective on how businesses can make customer experience a driver of sustainable growth and competitive advantage across the continent.
A Visionary Opening: Designing Africa’s Future of CX
The summit opened with a powerful keynote by Adetoye Aguessy, CEO of RightCom. His presentation, titled “Designing Africa’s Future of CX,” set the tone for the entire event.
He emphasized that Africa’s future depends on its ability to build authentic, inclusive, and data-driven customer experiences. According to Aguessy, innovation, technology, and a deep understanding of the African consumer are the cornerstones of long-term success.
He reminded attendees that every organization, regardless of size or sector, must put customer experience at the heart of its digital transformation strategy. His message resonated strongly with the audience, who agreed that tomorrow’s competitiveness will depend as much on emotional intelligence as on technological capability.
Banking and Fintech: Where Digital Meets Human Touch
The first major panel of the day, “Digital Transformation Meets Human Touch: Redefining Banking CX in Kenya,” explored how financial institutions are reinventing their customer experience strategies in the digital age.
Moderated by Nimo Kanina, the panel featured Rose Muturi (Managing Director, Branch International East Africa), Teresa Moraa (Regional Head, Growth Marketing & Corporate Communication, Interswitch Kenya), Tom Muriranja (CEO & Managing Director, Presta Technologies), Grace Anyetei, and Peter Mutua (Customer Network & Distribution Director, Absa Bank Kenya).
The discussion revealed the delicate balance between automation and human connection. The panelists agreed that in a world driven by data and digital convenience, trust and personalization remain the pillars of a successful customer experience.
For banks and fintechs alike, the challenge is not just about implementing technology—it’s about understanding customer emotions, anticipating needs, and ensuring seamless interactions across every touchpoint.
Artificial Intelligence: The New Ally of Customer Experience
One of the most anticipated moments of the summit came with the keynote by Frances Gillis-Webber, Senior Technical Product Manager at RightCom, titled “AI in Customer Experience.”
She demonstrated how artificial intelligence is reshaping customer experience through predictive analytics, intelligent chatbots, and real-time personalization. Her central message was simple yet powerful: “Artificial intelligence should enhance human connection, not replace it.”
This session illustrated that the future of customer experience lies in an intelligent partnership between technology and empathy. The companies that will thrive are those capable of using AI to anticipate customer needs while preserving the warmth and authenticity of human interaction.
Telecommunications: From Price Wars to Experience Wars
The next panel, moderated by Ibrahim Dekano of RightCom, addressed one of the most pressing issues in Africa’s telecom industry: “From Price Wars to Experience Wars: How Telecoms Can Win Through Customer Experience.”
The panel brought together Mwangaza Matotola (Director of Customer Experience, Yas Tanzania), Chama Sibongile Chansa (Head of Customer Experience, MTN Zambia), Lucille Aveva (Safaricom), and Mercy Lewa (Customer Obsession Director, Safaricom).
Their shared message was clear: in an increasingly saturated market, success no longer depends on pricing—it depends on customer experience. The most successful operators are those that turn every interaction into an opportunity to create emotional value.
By investing in listening, responsiveness, and consistency, telecom companies are laying the foundation for stronger, long-term relationships with their customers.
Mastering Customer Service Excellence
The Fireside Chat led by Hannah Karanja, author and accredited customer service trainer, offered an inspiring moment of reflection on the art of service excellence.
Speaking on the theme “Mastering Customer Service Excellence,” she shared practical insights drawn from her years of experience in developing service-driven organizations. Her central message was that customer experience is not something that can be declared; it must be cultivated every day.
She encouraged leaders to invest in continuous learning, employee recognition, and value alignment. In her words, “There are no happy customers without engaged employees.” Building a strong internal service culture naturally translates into a consistent and genuine customer experience.
Customer Experience as a Catalyst for Sustainable Transformation
In his keynote presentation “Customer Experience: Cornerstone for Sustainable Business Transformation,” Reuben Egesa, Group Business Intelligence & Insights Manager at Safal Group, emphasized the connection between sustainability and customer experience.
Through concrete examples, he showed how companies that actively listen to and act on customer feedback achieve not only better business outcomes but also greater social impact.
According to Egesa, customer experience has become a strategic lever for performance, transparency, and loyalty—three essential pillars for long-term success and corporate resilience in Africa.
Insurance: Building Trust Through Transparency and Technology
The insurance panel, titled “Trust, Transparency, and Technology: Modernizing Insurance CX in East Africa,” brought together Alma Olela (Head of Customer Excellence, Jubilee Insurance Kenya), Isaac Mwangi (Head of Innovation and Growth, Sanlam Kenya), Christine Sogomo (Old Mutual Kenya), and Donald Nyadwe (CEO, Nyadwe & General Insurance), moderated by Ikechukwu Anoke of Zuri Health (Nigeria).
The speakers explored the challenges of digital transformation and data protection in a sector where trust remains fundamental. They emphasized the importance of transparent communication and proactive engagement in rebuilding consumer confidence.
The key takeaway was unanimous: only a sincere and transparent customer experience, rooted in simplicity and empathy, will enable the African insurance industry to regain and maintain public trust.
Innovation and Technology: Redefining the Customer Journey
The final major session of the day, the CX Technology & Innovation Fireside Chat, featured Harry Hare (Co-Founder & Chairman, CIO East Africa), Mariama Diallo (Co-Founder, AethexAI), Stephen Ruhohi (Senior Growth & Marketing Manager, Tala Kenya), and Kweku Tandoh (Head of Product Management & Innovation, RightCom).
Moderated by Harry Hare, the discussion focused on how innovation is reshaping the modern customer journey. The panelists discussed advanced data analytics, omnichannel strategies, and the rise of conversational AI.
Their consensus was clear: the future of African CX lies in seamlessly integrating technology and humanity. A successful customer experience is not defined solely by speed or efficiency, but by a brand’s ability to build trust, emotion, and meaning.
Connection, Collaboration, and Celebration
Beyond the conferences and panels, the RightCom Customer Experience Summit 2025 was a true celebration of community. From the networking breakfast to the closing cocktail, every moment was an opportunity for professionals to connect, share ideas, and explore partnerships.
These informal interactions strengthened the unity of Africa’s growing CX community and highlighted how customer experience has become a common language—bridging marketing, strategy, technology, and leadership.
Key Takeaways from the Summit
The RightCom Customer Experience Summit 2025 offered valuable insights that will shape Africa’s CX journey in the years to come.
First, technology must serve humanity. Artificial intelligence, automation, and data analytics can never replace empathy—they can only amplify it.
Second, CX culture starts from within. Companies that care for their employees naturally deliver a stronger and more consistent customer experience.
Finally, collaboration is the new competitive edge. The cross-industry dialogue between banking, telecom, insurance, and technology experts proved that innovation thrives on synergy.
Assess Your Organization’s CX Maturity
RightCom reaffirmed its commitment to driving CX transformation across Africa. Participants and readers are encouraged to assess their own customer experience performance using a simple online tool.
Discover your organization’s CX maturity level here:
👉 Evaluate Your CX Maturity
This personalized assessment provides insights into your strengths and areas for improvement, helping you elevate your customer experience strategy to world-class standards.
Download the Complete CX Management Guide
To go further, RightCom offers a comprehensive eBook for CX professionals:
👉 Guide to CX Management
This guide delivers a practical methodology for structuring, measuring, and optimizing customer experience management across organizations. It covers strategic, technological, and human dimensions of CX and features case studies from across Africa’s most innovative companies.
A Call to Action: Africa’s CX Journey Has Only Just Begun
The RightCom Customer Experience Summit 2025 was far more than a conference. It was a celebration of progress, collaboration, and vision. The discussions reaffirmed that Africa is ready to make its mark on the global customer experience landscape—through approaches that are both technologically advanced and deeply human.
RightCom’s commitment to supporting organizations on this journey remains strong. The conversations sparked in Nairobi are not the end, but the beginning of a new era of customer experience excellence across Africa.
