— Achieve your cx performance goals in 2026

CX Leadership Transformation Program

Helping customer experience (CX) Leaders in Africa move from firefighting to boardroom impact and measurable business results.

BACKGROUND

The African customer experience reality

In African boardrooms, growth, digital adoption, and ESG dominate strategic conversations. Yet customer experience (CX), the bridge connecting these priorities to sustainable performance, is underleveraged.

CX leaders face pressing challenges: limited executive buy-in, siloed data, weak governance, legacy systems, and a shortage of skilled talent. Even when CX initiatives exist, their impact on revenue, retention, and ESG outcomes often remains invisible.
The 2025 State of CX in Africa Report by NICXI reveals:
  • 72% of CX leaders struggle to secure executive buy-in.
  • 68% say siloed data blocks seamless, personalized experiences.
  • 61% report legacy systems prevent agility and digital transformation.
  • Fewer than 30% of organizations link CX to ROI, weakening credibility at the board level.
  • 57% cite lack of skilled talent and leadership support as key barriers.
  • 45% of executives prioritize ESG and trust, but CX is rarely integrated into these frameworks.
  • Too often, talented professionals are placed in CX roles without structured support or tools left to “figure it out.” CX leaders are expected to drive customer-centric transformation without authority, governance, or board-level reporting.

WHY THIS PROGRAM

The NICXI CX Leadership Transformation Program, in partnership with onome deBBie akwara, closes this gap. It equips African CX leaders with the frameworks, authority, and practical tools to:

  • Translate CX into the language of governance, ROI, and ESG.
  • Embed CX into board-level accountability and enterprise strategy.
  • Build influence, decision-making power, and executive fluency.
  • Drive transformation at the intersection of digital, people, and governance.

This program is more than training; it’s a hands-on transformation. Each participant receives a CX Leader Toolkit: ready-to-use templates, dashboards, board-ready reporting tools, and action guides to implement CX strategies immediately.
By reframing CX from a “soft function” into a strategic driver of growth, loyalty, and social impact, organizations unlock measurable outcomes. At the same time, CX leaders gain credibility, influence, and visibility in the boardroom.
Participants also join a Pan-African CX Leadership Community, enabling peer learning, collaboration, and ongoing support long after the program ends. 
CX LEADERSHIP TRANSFORMATION PROGRAM

What You’ll Get

  • Leadership Coaching & Advisory: Personalized 1:1 and group sessions to build boardroom presence, influence, and execution power.
  • CX Certification (CCEP): Globally recognized training tailored to African realities.
  • CX Audit & Diagnostics: Independent review of CX maturity, systems, and culture.
  • CX Team Structuring: Clear roles, reporting lines, and governance models.
  • Annual CX Strategy Design: Co-created plans aligned with growth, digital transformation, and ESG goals.
  • CX Leader Toolkit: Templates, dashboards, board-ready reporting tools, and action guides to implement CX strategies immediately.
  • CX Leadership Community: Exclusive Pan-African network; ongoing WhatsApp peer group for sharing experiences and solutions.

Benefits of THE program

By joining this program, you will:
  • Move from reactive CX to strategic foresight.
  • Prove ROI with clear links to retention, revenue, and trust.
  • Lead with confidence, authority, and influence.
  • Future-proof your organization by embedding CX into ESG and digital transformation.
  • Access a toolkit that turns CX insights into board-ready strategies, making your impact measurable and visible.
  • Learn alongside CX leaders across Africa, sharing experiences and co-creating solutions.

Who It’s For

  • Chief Experience Officers (CXOs)
  • Heads & Directors of CX, Customer Service, or Customer Success
  • Executives building or scaling CX as a governance and growth strategy

PROGRAM SCHEDULE

Kickoff: Q4 2025 – October 1st to December 12th, 2025

The program launches as organizations review their 2025 performance and plan for 2026, perfect timing to embed CX into governance, growth, and ESG.

CHANNEL & METHODOLOGY

Fully virtual, combining interactive sessions, coaching, practical exercises, and peer collaboration.

Program Fees 

Program Fees Per Participant

  • Early bird: ₦870,000 - ends September 20th 2025
  • Regular: ₦1,170,000
  • Group Bookings: ₦850,000 (up to 4 people)

— about the program lead
onome deBBie akwara
One of Africa’s most influential CX leaders:
  • 5-time Global Top 100 CX Thought Leader
  • 6-time Author & Global CX Playbook Contributor
  • Creator of Africa’s first indigenous, globally accredited CX certification
  • Developer of Africa’s first CX Management Competency Framework
  • 20+ years’ cross-sector experience across 11 industries, including banking, FinTech, telecoms, healthcare, and education

Don't miss this!

This isn’t just about learning; it’s about transforming how CX leaders in Africa deliver growth, secure board-level credibility, and shape the future of customer experience.

Spots are limited to ensure personalized attention. Reserve your place in this first Pan-African cohort of CX leaders transforming boardroom impact.

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