By Caroline Katana
Leaders from both the public and private sectors have called for a stronger focus on customer experience as a key driver of efficient service delivery, during the 7th Africa Customer Experience Conference held at the South Coast.
Speaking at the forum, Institute of Customer Experience Kenya (ICX) Chairman Joseph Choge emphasized the need for collaboration across sectors to improve how services are delivered to citizens.
“When I talk about both public and private sectors, they intertwine in how we serve communities. Enhancing these experiences ensures that service delivery with various stakeholders is done in the right manner,” said Choge.
Choge highlighted the importance of investing in employee experience (EX), noting that it directly influences customer satisfaction.
“Once we elevate the experience of employees, it translates directly to better customer experience. We are fostering a shift from EX to CX—employee experience to customer experience,” he said.
He noted that the annual conference brings together professionals from banking, insurance, manufacturing, government, and technology sectors to exchange ideas and best practices.
“Every year, we gather across the country to bring together players in the customer experience space. Participants come ready to learn, share, and adapt ideas from different sectors,” he added.
This year’s theme, focused on elevating experience management, comes at a time when organizations are under increasing pressure to improve efficiency and meet rising customer expectations.
Choge also pointed to the growing role of technology, particularly artificial intelligence (AI), in shaping customer experience.
“AI is reshaping the customer experience space. Today, we have chatbots that provide instant solutions without waiting for human intervention. However, we must strike a balance—we don’t want technology to replace the human touch completely,” he said.
From the public sector perspective, Kenya School of Government Director General Prof. Nura Mohamed underscored the importance of aligning service delivery with national development goals.
“This collaboration between the public and private sectors is critical. The Kenya School of Government was established to build a competent public service that is efficient, effective, and citizen-centered,” said Prof. Mohamed.
He linked improved service delivery to Kenya’s long-term development vision.
“For Kenya to transition into a first-world country, the public service must lay a strong foundation by ensuring quality and responsive service delivery,” he said.
Prof. Mohamed outlined key strategies being implemented to enhance service delivery, including the establishment of a Customer Service Excellence Centre to standardize services across government institutions.
“We are developing a curriculum aimed at transforming the culture of public service changing attitudes, behavior, and how officers interact with citizens and the private sector,” he noted.
He further revealed ongoing efforts to bring government services closer to citizens through targeted outreach programs.
“We are engaging youth, persons with disabilities, and the elderly through capacity-building initiatives, ensuring they understand and access government services, including the Social Health Authority (SHA),” he said.
On technology adoption, Prof. Mohamed said the institution has established a Centre of Excellence in Artificial Intelligence and digital skills to equip public servants for modern service delivery.
“We are not building competencies for yesterday or today—we are preparing public servants for the future to meet evolving citizen expectations,” he added.
The conference, now in its 7th edition, brought together senior government officials, private sector leaders, and industry experts to explore how experience management can drive business growth and improve public sector efficiency.
Participants emphasized that a satisfied customer not only returns but also becomes an ambassador for organizations, reinforcing the importance of investing in both people and systems.
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