Sign in
Download Opera News App





Business Management analysis

The 9th Edition of CX Transformation Summit was a CX Powerhouse

The 9th Global edition of CX Transformation Summit - one of the most Elite CX events returned to Kenya, took place in Villa Rosa Kempinski on 22nd June 2022. 

The event was chaired by James Muiruri - CXSTM, Vice President Patient Experience - LifeCare Kenya, who brought his high enthusiasm and energy to the event. His experience and expertise loomed on the entire event making it an outstanding one. The speakers got a plethora of insights from discussing hyper Personalization to Contact Centre and the role of technology in CX. Each and every discussion was packed with powerful insights and facts.

The summit also featured presentations, use-case studies and educational sessions by global technology providers who are showcasing their latest solutions designed with the primary focus on enabling businesses and organisations to take their Customer experience to the next level.

The summit themed CX in the Era of Experience Economy focuses on the culture of organisations to provide/craft/execute exceptional experiences/journeys for customers.

"Give power back to the customer. At the end of the day all that a customer needs is a good experience, memorable experience" - Lynet Owuor Okoth, Head of Customer Experience Department for National Bank of Kenya said during her keynote explaining about how organisations are competing to create experiences for their customers today.

"Customer obsession is not a tagline. It's about the culture we create internally and externally." Quoted by Lucille Aveva, Director Customer Obsession at Safaricom said during a panel discussion. 

With the overwhelming success of the event, the director of Phoenix Business Intelligence added, "Customer experience is a core value offering of every organisation today, it was very evident with what speakers presented today. This momentum is only going to rise in the years to come”. 

Speakers of the summit included: James Muiruri, CXSTM Asst.Vice President for LifeCare Kenya; Seema DhananiDeSouza, Group Customer Experience Director for Equity Bank Limited; Lynet Owuor- Okoth, Head of Customer Experience Department for National Bank of Kenya; Rita Njeri Director of Customer Success for Pawa Pay.

The list also included Ven Rasugu, Regional Head of Customer experience & Account Management for JamboPay; Gitanjali Parida Director - Transformation, Customer Experience and Asset Profitability for Telkom Kenya, Kennedy Kaberia Kibuthania, Head of Customer Experience (E-comm & On Demand Services) for Jumia Kenya; Sheila Gatonga, Head of Ecommerce for Naivas Limited; Collins Lumumba, Head of Customer Experience at Metropolitan National Secco.

Others were Pauline Macharia, Director Customer Experience for SBM Bank (K) Limited; David Caleb Director, Customer Experience (CX) Applications Cloud Business for East West Africa Oracle; Abigail Kalua Director Customer Experience for D.light; Wavi Mungala, Head of Corporate Communication & Customer Experience for The Higher Education Loans 

The event is organised by Phoenix Business Intelligence focussed on supercharging businesses by creating value and providing quality business opportunities to its clients.

The event was sponsored by

Silver Sponsor - Oracle

Strategic CX Partner - Jasco - Freshworks.


For more information about CX Transformation Summit Visit -

For More Details contact

Salfaraz Mohammed

CEO - Phoenix Business Solutions

[email protected]


Content created and supplied by: CynthiaRuth (via Opera News )

CX Transformation Summit Edition Era of Experience LifeCare Kenya Villa Rosa Kempinski


Load app to read more comments