Top 10 Women in CX Impacting Customer Experience in Africa

March 2025 is International Women’s Month, a time to recognize and celebrate the incredible women driving change across industries. In Customer Experience (CX), African women are making a significant impact, redefining service excellence, and shaping business success.

From banking and healthcare to retail and technology, women leaders across Africa are championing customer-centric strategies, leveraging digital transformation, and setting new benchmarks for engagement. Their dedication to innovation, empathy, and operational excellence is reshaping the CX landscape and ensuring sustainable growth.

At Niche Customer Experience Group, we are proud to honor these women in CX who are excelling in their fields and inspiring the next generation of CX professionals. Their contributions highlight the power of diversity and inclusion in driving customer loyalty and business success.

This International Women’s Month, let’s celebrate the remarkable women leading the CX revolution across Africa. Join us in recognizing their achievements and amplifying their voices!

onome deBBie akwara (Nigeria)

deBBie is a transformative force in customer experience (CX) across Africa, with over 20 years of expertise in reshaping how businesses engage with customers and enhance brand value.

As the Founder of Niche CX Consultancy, Nigeria’s first boutique CX management consultancy, she developed Africa’s first multisector State of CX in Africa report, now in its fourth edition. This groundbreaking report has become an essential resource for businesses, providing valuable insights into CX trends and best practices across the continent.

A significant part of deBBie’s impact is the Africa-inspired CX management competency framework she designed to help African business professionals develop the skills necessary to drive CX transformation. Through her leadership at the Niche Institute of Customer Experience and Innovation (NICXI), she launched Africa’s first globally recognized CX certification courses (CSEE, CCEM, CCEP, and CCEPR), accredited by the World Certification Institute (WCI), USA. These courses aim to empower African professionals by equipping them with the competencies to improve CX in local and global businesses, helping to raise the standard of customer experience across the continent.

In addition to her consultancy and training work, deBBie has hosted four editions of the CX Africa Summit, offering free masterclasses to enhance the skills and competencies of business professionals throughout Africa. These initiatives continue to expand the reach of CX education, offering valuable knowledge and resources to those looking to make an impact in the CX space.

A five-time Top 50 Global CX Thought Leader and Influencer, a globally sought-after CX conference keynote speaker, podcast guest, panelist, and three-time global CX playbook contributor, deBBie remains dedicated to advancing CX excellence in Africa. Through her work, she inspires businesses to build deeper customer connections and create sustainable, transformative experiences across the continent.

Follow deBBie: https://www.linkedin.com/in/debbieakwara/

Mandisa Makubalo (South Africa)

As the Founder of Unlimited Experiences SA, the first 100% black-owned customer experience management consultancy in South Africa, she is a pioneering leader in CX transformation. She is also the founder of the South African Black Women Think Tank, driving strategic planning, service excellence, and inclusive CX design.

Her passion lies in advocating for CX transformation in underserved communities, focusing on South African townships. She is dedicated to CX inclusion and customer service training in economically disadvantaged areas, ensuring businesses in these regions can deliver exceptional customer experiences.

A three-time Global Top 50 Multidisciplinary Thought Leader, she has been recognized globally for her contributions to CX, including:

● 2024 – Awarded LinkedIn Top CX Voice badge

● 2023 – Global Multi-Disciplinary Thought Leader

● 2023 – Listed Speaker on the Gazebo Speaker Diary

● 2022 – Executive Board Member (Hope Africa Collective)

● 2022 – Top 30 CX Thought Leader to Follow

● 2021 – Top 33 Women in CX to Follow

Beyond her accolades, she is a respected thought leader and mentor, sharing invaluable insights on innovation and problem-solving in CX. In one of her articles, she emphasizes the importance of thinking beyond the obvious, stating:

“CX consultants in businesses provide the greatest value by thinking differently—even if the client seems certain of the business challenge.”

Through her work, she inspires CX professionals to challenge assumptions, drive transformation, and create a meaningful impact on customer experience across Africa.

Follow Mandisa: https://www.linkedin.com/in/mandisa-makubalo-9b180b6b/

Chantel Botha (South Africa)

As the Founder of BrandLove and author of “The Customer Journey Mapping Field Guide,” Chantel is a passionate advocate for transforming employees into brand warriors. A CXPA-recognized training provider and sought-after keynote speaker, she is dedicated to helping businesses elevate their customer experience (CX) strategies.

Founded in 2012, BrandLove has become a leading provider of transformative learning experiences. It empowers individuals and teams to represent their brands with excellence and deliver exceptional customer experiences. Through immersive training and innovative methodologies, BrandLove equips businesses with the tools to build deep emotional connections with their customers.

With 20+ years of experience working with top brands, Chantel believes that every interaction is an opportunity to inspire loyalty, strengthen brand identity, and create meaningful connections that drive business success.

Follow Chantel: https://www.linkedin.com/in/chantelbotha/

Esther Dokuwaa Ofosuhene (Ghana)

As the Founder and President of Customer Experience Professionals Ghana, she is a leading advocate for CX excellence in the region. She also serves as the managing consultant for REAM Customer Experience Consultancy, a boutique CX consultancy transforming businesses for over eight years.

A Certified Customer Service Expert and a Customer Experience Management & Contact Center Specialist, she brings senior-level expertise across multiple industries. With a proven track record of spearheading operational improvements, she has helped organizations enhance service delivery, boost productivity, and create customer-centric cultures.

Her influence extends beyond consulting—she is an Ambassador Member for ContactCenterWorld.com, actively shaping global best practices in customer engagement and service excellence. In addition, she is fluent in both English and French, enabling her to connect with diverse audiences.

Under her leadership, Customer Experience Professionals Ghana Association has become the premier non-profit organization dedicated to advancing and cultivating the CX profession in Ghana, providing a platform for learning, collaboration, and industry growth.

Follow Esther: https://www.linkedin.com/in/esther-dokuwaa-ofosuhene-ccxp-xmp-046ab853/

Uloma Umeano (Nigeria)

Uloma Umeano is the unstoppable force behind CentriCULTURE Transformers!

For over 22 years, she has been a go-to expert in the Customer Experience industry in Nigeria, transforming businesses with her innovative solutions and game-changing insights. As CEO of CentriCULTURE Transformers, she’s not just a consultant—she’s a business catalyst, a solutions merchant, and a master of organizational transformation.

Her signature training programs—including the acclaimed “Be A Story Maker©” and “Serve to Win – Attitude Management©” series—have empowered businesses across industries, helping them deliver exceptional customer service and drive business success. With a deep understanding of workplace dynamics, communication, and change management, Uloma and her team bring a unique mix of creativity, strategy, and impact to every engagement.

But that’s not all! Uloma is also the Founder and President of the Customer Service Practitioners Association (CUSPA) a Customer Service regulatory body, championing quality standards in service delivery across Nigeria. Her passion for mentorship and entrepreneurship shines through her work with the FATE Foundation, where she has inspired countless entrepreneurs in marketing, events management, and business strategy.

Uloma is a true industry leader and has mentored and trained up to 20 trainers and facilitators and trained thousands of employees from diverse sectors.

Follow Uloma: https://www.linkedin.com/in/ulomaumeano/

Dr. Lucy Kiruthu (Kenya)

Dr. Lucy Kiruthu is a customer experience expert with 22 years of experience working with SMEs, helping them enhance their CX strategies and customer-centric practices. A founding member of the Institute of Customer Experience Kenya (ICX_Kenya) and a faculty member at CX Academy Africa, she is a well-respected global CX thought leader and a Certified Customer Experience Professional.

Currently serving as a Customer Experience Transformist at Evolve CX, Dr. Lucy is dedicated to empowering businesses to prioritize CX excellence. Over the years, she has trained over 14,000 leaders and staff in customer experience best practices, equipping them with the skills to drive loyalty, engagement, and business growth.

As a CX coach, mentor, and writer, she has guided businesses to adopt customer-first strategies. Her insights are captured in her book, “Customer Experience at Its Best,” which serves as a valuable resource for organizations looking to excel in customer-centricity.

Follow Lucy: https://www.linkedin.com/in/lucykiruthu/

Julie Isabelle Tano-Lawson

As a Senior Consultant at Cabinet-Conseil CX and an international keynote speaker, she is a passionate advocate for customer experience excellence, particularly in the French-speaking African regions. With over a decade of experience in the CX field, she has helped managers and organizations enhance their CX strategies, ensuring they achieve measurable returns on investment while delivering exceptional service.

Her expertise and influence have earned her multiple industry recognitions, including:

● Top 25 Customer Experience Influencers 2025 by CXM

● Top 5 Leaders in Customer Experience 2024 by the CX Leaders Award

Her role allows her to pursue her passion for CX excellence, guiding businesses to implement customer-centric strategies that drive long-term success. Through her consultancy and thought leadership, she continues to shape the future of customer experience, helping organizations maximize their impact and meet evolving customer expectations.

Follow Julie: https://www.linkedin.com/in/julietanolawson/

Alice Nkulikiyinka (Rwanda)

As the Country Director for BPN Rwanda, a Swiss international non-profit organization fostering entrepreneurship worldwide, she plays a pivotal role in empowering businesses and driving economic growth. She also serves as a member of the Rwanda Development Board, contributing to national economic development and policy innovation.

A CX leader in financial services, she strongly advocates for customer-focused policies in the banking sector, working to enhance service quality and elevate customer experience. She is dedicated to driving digital and in-person service excellence across Rwanda’s financial industry, ensuring institutions adopt global best practices and deliver exceptional customer experiences.

Through her leadership, she continues to shape Rwanda’s CX landscape, championing service excellence, digital transformation, and customer-centric innovation in the financial sector.

Follow Alice: https://www.linkedin.com/in/alice-nkulikiyinka-aa341a54/

Elizabeth Okomba ( Kenya)

Popularly known as Liz Okomba, this multiple award-winning CX visionary is making waves in the industry. As the Group Director of Customer Experience at Equity Group Holdings, she is redefining CX strategies that turn customer challenges into business opportunities. Liz firmly believes that women in CX bring a strategic vision that enhances customer interactions and drives business transformation.

Her impact has not gone unnoticed. Recognized as one of the Top 45 Women in Digital Transformation in Africa by CIO Africa Magazine, Liz attributes her passion for CX to a deep desire to elevate customer experiences. This passion led her to explore how technology can powerfully shape and enhance thoughtfully designed customer interactions.

Liz helps professional women achieve their wellness goals outside the professional environment through coaching programs.

Follow Liz: https://www.linkedin.com/in/liz-okomba/

Ivy Ikpeme-Mbakwem( Nigeria)

With over 20 years of experience as a customer service professional, Ivy Ikpeme-Mbakwem has cemented her place as a leading voice in Customer Experience (CX) in Africa. Passionate about driving results through people, technology, processes, and data, she is dedicated to improving service delivery and transforming the CX landscape.

A certified Information Technology Service Manager, Ivy is also an alumna of the Emeritus School of Management and an active associate of WimBiz, continuously contributing to women’s empowerment in business.

Beyond her corporate expertise, Ivy is deeply invested in community impact. As the Programme Director at i-Academy, she plays a key role in nurturing and developing well-rounded technical talents, focusing on sustainable growth.

When she’s not shaping the future of CX, Ivy is mentoring career women, helping them navigate the challenges of balancing home and work while achieving success. Her insights and experiences are beautifully captured in her book, “A Bouquet from Flames”, where she shares inspiring lessons on resilience, career growth, and personal triumph.

Follow Ivy: https://www.linkedin.com/in/ivyikpemembakwem/

These 10 women Iin CX have shown that authentic leadership in Customer Experience Management transcends corporate boundaries. By contributing to CX consulting, training, research, and thought leadership, they have set new standards for CX across Africa and globally.

From driving digital transformation to enhancing customer engagement and championing diversity, these remarkable women are shaping the future of CX across the continent.

At Niche, we are proud to celebrate these exceptional women not just during Women’s Month but every day. Their resilience, strategic vision, and passion for customer excellence embody the essence of progress and transformation in the industry.

As we honor Women’s Month at Niche, we embrace this year’s theme: #AccelerateAction, a call to push boundaries, drive meaningful change, and create lasting impact in CX and beyond. Let’s continue to support, uplift, and celebrate the women making a difference in CX, not just in Africa but worldwide.

Let’s #AccelerateAction and build a future where women thrive, lead, and innovate.