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Business MicAuthor: Daudi Mugabi
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225: Kpunsa Mbinkar - The Future of Customer & Citizen Experience in Africa
Monday, 19 January, 2026
Kpunsa Mbinkar is a customer experience leader and Forum Director of the Africa Customer Experience Leaders Forum, where he is helping shape a more structured, people-centered CX ecosystem across the continent. With roots in frontline banking and over a decade of experience in CX advocacy and practice, Kpunsa has emerged as a strong voice for elevating customer and citizen experience in Africa. In this episode, Kpunsa explains why Africa's greatest CX strength, its natural hospitality and human warmth, has not yet been fully translated into consistent corporate and public-sector experiences. He highlights the absence of shared standards, governance, and professional reference points as a key challenge, and contrasts this with more mature professions that benefit from clear structures and accountability. The conversation also takes listeners behind the vision of the Africa Customer Experience Leaders Forum, including the Kigali gathering that united consultants, CX associations, and corporate leaders from across the continent. Kpunsa shares how commissions, country CX champions, and a growing knowledge base are laying the foundation for a common CX standard tailored to African realities.
