About  Us


Long story short

ICX Kenya is a professional body for Customer Service in Kenya comprising both corporate and individual members with an interest in their professional development, delivering customer service best practice and helping to engender a culture of service excellence in both their professional and personal lives.

ICX Kenya seeks to be the authoritative voice of Customer Service and a benchmark for individuals and organisations that wish to deliver world-class customer experiences.

ICX Kenya’s objectives are anchored on four key pillars:

Thought Leadership
• Membership Development
• Advocacy
• Recognition and Awards

ICX Kenya’s initial objectives are to:
• Provide a forum through which Customer Service professionalism is recognized and promoted.
• Provide networking and learning and development opportunities through which ideas to promote and improve quality of service are exchanged.
• Recognize, promote and celebrate the success of organizations and individuals who achieve customer service excellence.

ICX Kenya has the vision to raise the passive profile of effective Customer Service through the following interventions:

• Development of bench marking services, including the development and annual tracking of Kenya’s Customer Satisfaction Index.
• Provide accreditation services to both corporate bodies and individuals.
• Influence government policy, decision makers and opinion leaders through the development and promotion of authoritative knowledge and research.
• Offer a range of services, including training, which will benefit business performance and customers’ experiences.

Our Team 

John serves as the Chairman of the Board of directors of Institute of Customer Experience Kenya (ICX Kenya) since September 2016. He is one of Kenya’s most celebrated bankers. During a 35-year career, he established himself as East Africa’s foremost corporate and investment banker, with a client base spanning local companies and international/global corporates with a regional presence, state-owned enterprises, sovereigns, and financial services groups. Mr. John Ngumi

Chairman, Board of Directors, ICX Kenya

Jannet is currently the Director, Customer Operations at Safaricom Ltd. She has over 21 years experience working in the Telecommunications sector in Public Relations, sales, marketing and customer service. She is passionate about the voice of the customer and delivering exceptional customer service. Ms. Jannet Atika

Member, Board of Directors, ICX Kenya

Samuel is the Manager, Customer Relations for Britam General Insurance Co. Ltd. He has a wealth of experience in driving customer focused change and managing the delivery of service standards with excellence. He has a passion for client relations and creating experiences that deliver on customer promises. His key strength in business development has seen him deliver on stringent corporate targets, with success anchored on a primary drive for customer centric results. Mr. Samuel Ngunjiri

Member, Board of Directors, ICX Kenya

Carolyne is the founder and director business development  at  LifeSkills Consulting Ltd, a strategy consulting firm founded to deliver winning customer experience, brand and marketing, communications and service delivery programmes and consultancy services. As a customer experience strategist and leader, with over 18 years of effective performance, Carolyne records success in  transforming service standards for delivery excellence across a broad range of disciplines. Ms. Carolyne Gathuru

Member, Board of Directors, ICX Kenya

Purity is the Business Development Manager at ICX. She  is responsible for leadership and coordination of all brand, marketing, customer experience and business development activities at the secretariat. She has a wealth of experience in implementing marketing and customer experience programmes across industry and has a track record for delivering excellence. Purity is passionate about communication and is a seasoned corporate communications professional. Ms. Purity Mithika

Business Development Manager, ICX Kenya

Beth is the Communications and Client Management Executive at ICX. She is passionate about creating delightful experiences for clients and delivering service excellence. Her strengths lie in  the areas of Communication, Customer Service, Public Relations, Event Management and Administration. She is responsible for steering the ICX Secretariat’s corporate objectives. With her focus on continual improvement as a pillar for personal and professional growth, Beth is currently pursuing her Masters of Arts in Corporate Communication. Ms. Beth Gathoni

Communications and Client Management Executive , ICX, Kenya