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