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CX Touchpoints Group

Shaping Africa’s Customer Experience Future
- One Touchpoint at a Time

Power UP

Your Customer Experience

A winning customer experience strategy starts by truly hearing your customers and making them the heartbeat of every decision. At CX Touchpoints Group, we equip leaders and organizations with the insights, training, and frameworks to turn customer voices into transformative action, driving satisfaction, loyalty, and sustainable growth across Africa & Beyond

Customer Experience Events and Awards

Customer Service conferences, summits, meetups and networking  events in Africa.

Voice of the Customer (VoC) Transformation

Feedback collection, categorization, insights mining and closing the internal and external feedback loop.

Corporate Customer Experience Training

Industry-specific customer Service/Experience training and team building for your teams.

Individual Customer Experience Training

Customer Service & Experience certification programs for different career levels.

CRM & Deployment of customer Experience Tools

Selection, deployment and training on customer experience tools and software.

Public Sector Customer Experience

Supporting public offices in Africa to improve public sector quality of service.

Customer Experience Research and Publications

Research and publications on customer experience with focus on Africa.

Customer Experience Strategy Management

Customer service audits, feedback management and customer experience touchpoints analysis.

Customer Experience Talent Management

Recruitment, outsourcing and performance management of Customer Experience  Agents.

Service Quality Management and Certification

ISO 10002:2018 Quality management Customer satisfaction, ISO 23592, ISO/TS 24082 Service Excellence

CX TouchPoints Group

CX Transformation Across Africa

CX TouchPoints Group
#AfricaPublicExperience (1)

Africa Public sector customer experience project

Africa Public sector CX project is an initiative to improve the delivery of customer experience in the public service in African countries.

2(1)

Africa Customer Experience Leaders Forum

Brings together; Heads of CX from the continent,  industry leaders, consultants, and CX national and professional bodies across Africa.

Badge Global CX Index

Global Customer Experience Index Framework

Tool that analyzes customer experience by identifying and evaluating the specific variables that contribute to positive or negative experiences.

CX TouchPoints Group

Africa Customer Experience Events

Every year, we organise a series of customer experience events all over Africa. From local customer service meetups, to country specific customer experience summits, the Africa Customer service awards as well as activities marking the celebration of the customer service week in Africa. 

Our goal is to keep building the biggest network of customer experience professionals in Africa, inspire positive action in the industry and celebrate best practices.

Let's help you

Take ownership of your Customer Experience

Customer Relationship Management.

Build strong and sustainable relationships with your customers and create more value for them.

Omnichannel Customer experiences

Move from old and disconnected multichannel experiences to a unified omnichannel experience. 

Master your customer Touchpoints

Understand the different ways in which customers come in contact with your brand and how they feel at each contact point.

Help Desk & Support

Empower customers to find answers to questions, effective ticket management and support on all platforms

Customer loyalty Strategies

Develop a unique loyalty strategy for your brand and make it easy for customers to perform repeat purchase and recommend you to others. 

Build Customer centric teams

Give your frontline staff the training they need to interact well with customers, be there for the customer and create winning experiences.

Customer Feedback management

Enable your customers provide instant feedback wherever they are, so your teams can make informed decisions.

Customer Experience Metrics & KPIs

Visually analyze customer  data and create insightful reports & dashboards to track your key customer experience indicators.

Your CX Transformation

Step 1

Book a Consultation

Fill out a simple form providing us with your contact details. Our team will reach out to you to discuss your project.

Step 2

Situational Analysis

Our team will perform an analysis of your current efforts, identify your customer touchpoints and develop a strategic plan.

Step 3

CX Transformation

We put in place the tools, software and systems needed, train your team and identify how to measure the success.

CX TouchPoints Group

Shaping Africa’s Customer Experience Future

CX TouchPoints Group

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