About  Us


Who We Are

The Institute of Customer Experience Kenya is the professional body for Customer Service.
It aims to raise the profile of Customer Experience by driving Customer Service performance and professionalism in Kenya and the region.

We are open to both corporate and individual members in private and public sectors, with genuine interest in learning more about customer service and putting this into practice.

Our mission

To drive Customer Experience Performance and Professionalism

Our vision

To be the authoritative voice on Customer Experience

Our mandate

  • Thought Leadership
  • Membership Development
  • Advocacy
  • Recognition & Awards

our Objectives 

  • A forum through which CX Professionalism is recognized and promoted.
  • Provide networking opportunities and a medium through which ideas to promot and improve quality of service are exchanged.
  • Recognize, promote and celebrate the success of organizations and individuals who achieve customer service excellence.
  • Support members in transforming CX within their organizations through the sharing of best practice across the membership network.
  • Provide members with a range of services which provide real benefits to business performance and customers’ experience.
  • Promote customer experience professionalism; define and set National.
  • Professional CX standards and support the life-long development of CX Professionals.
  • Raise the passive profile of efective CX through provision of benchmarking and accreditation service.


Joseph is a strategic leader with formidable business intelligence in Africa having worked in Eastern, Western and Southern Africa markets across different industries; telecoms, banking and FMCG.

He believes in using both the facts and then heart, and that people are the secret sauce that creates a culture which makes a company great. This is evidenced by his ability to turn around organizations and lead them from good to great. He is currently driving leadership and strategy at Unga Group, and is poised to steer the company as it reshapes its strategy to respond to emergent customer needs.

Mr. Joseph Choge

Chairman, Board of Directors, ICX Kenya

Wavi is a seasoned Customer Experience & Communication Specialist with 19 years’ experience in communication and customer experience across different industries.

She is currently the Head of Corporate Communication and Customer Experience at the Higher Education Loans Board [HELB], a role which encompasses Customer Experience, Brand Marketing, Advertising and PR.

Ms. Wavi Mungala

Member, Board of Directors, ICX Kenya

Njuguna has a wealth of experience in strategic planning, research, and internal and external consumer management fields.

He brings a wealth of technical experience to the consulting process having held roles in both consulting and senior management positions ranging from Performance Consulting at Lincoln Consulting and Ladder Consulting, Business Development Leadership at the Ideas Factory, Managing Director at Irera Service and is currently the Founder of Teleki Group – a Strategy, Performance Management and Corporate Training firm.

Mr. Njuguna Mburu

Member, Board of Directors, ICX Kenya

Sheila is responsible for implementing the Corporate Communications Strategy; reputation management; driving internal and external brand awareness; and executing the Authority’s social investment programme.

Before the escalation into her current role at KRA, Ms. Mugusia served as Chief Manager, Customer Experience where she championed implementation of a transformative customer support framework, including Customer Support Technology Infrastructure, Service Quality Monitoring, Frontline Service Delivery Management, and Corporate Complaints Management

Ms. Sheila Mugusia

Member, Board of Directors, ICX Kenya

Steve is the founder of Endeavour Connections Ltd and Leverage Edge Consulting which provide Coaching, Mentoring and Training for business owners and leaders in Strategic Thinking.

He is also an ICF-Certified Professional Coach,
Mentor and an Entrepreneurship and Leadership Trainer with more than 10 years’ engagement experience seeking to develop sustainable and strong businesses and projects that will impact and transform individuals and communities.

Mr. Steve G. Mbuthia

Member, Board of Directors, ICX Kenya

Loise is an accomplished, results-driven and visionary thought leader with over 20 years of experience within the East Africa Region. She has served across the fields of Consulting, Not-For-Profit, Private and Public sectors. Her expertise is in Organizational Development, Customer Experience, Performance & Learning.

Over the years, she has developed an array of leaders and implemented transformative, sustainable and customer-driven strategies, policies, systems and structures.

She currently serves as the Chief of Staff & Director of Team Wellness at the Open Institute where she champions the use of data to build and support collaborations between government, citizens and civic society.

Ms. Loise Mboo

Member, Board of Directors, ICX Kenya

Linet is a confident, enthusiastic, and resourceful brand and marketing professional with excellent technical proficiency and engaging social skills. She is a graduate in the Communication and Public Relations field and has Master of Science degree in Brand Marketing from the University of Nairobi.

She has 9 years pertinent experience in communication, public relations, brand development, marketing, stakeholder relations and writing. She has valuable working knowledge from the logistics, distribution, FMCG, energy, service, training, knowledge management, automotive and hospitality industries that she brings on board to enhance her role. With Linet’s academic background, hands-on experience and unwavering dedication, she becomes an invaluable asset to our team.

Ms. Linet Njeri

Business Development Manager, ICX Kenya

Angela is the Communications & Client Management Executive at ICX. She is passionate about excellent service delivery and relationship Management with over 6 years of experience. She is responsible for all round support in membership management, stakeholders’ relationship, communication and coordination of all ICX events and activities.

Ms. Angela Amach

Communications & Client Relationship Executive, ICX Kenya

Office Location

Bible Translation and Literacy House (BTL) Gate 7, Masaba Road, off Bunyala Road, Lower Hill, Nairobi, Kenya.

P.O. Box 9241-00100 Nairobi, Kenya.

Open Hours

M-F: 8am - 5pm