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

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, ICX Kenya

Loise is the founder and director of programs at ADIRA, a movement that seeks to empower men and women with the knowledge, skills and tools to lead self, lead their communities /organizations and live successful balanced lives. She is also an accomplished customer experience specialist with over 18 years’ experience across the fields of consulting, private and public sectors. Her key strengths are in developing people (teams), setting up systems and structures and in creating socially transformative and sustainable programs. She is also a certified trainer, coach.
Ms. Loise Mboo

Member, Board of Directors, ICX Kenya, 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