The CX Warrior of the Year Award honors an exceptional individual who has shown extraordinary commitment and innovation in the field of Customer Experience (CX).
Please vote for the candidate you believe is most deserving. Voting is limited to one submission per person. Voting ends on 30th October 2024.
Hasham Munira
Manager Customer Retention [Zamara]
Munira is an Experienced Client Relationship and business retention professional with over 27 years in the insurance industry, skilled in Customer Marketing, Data Analytics, and Business Development. Proven leadership in managing teams, strategic planning, and enhancing customer satisfaction. Expert in relationship management, problem-solving, and optimizing operational processes for growth and service excellence. Ms. Munira is currently the Manager Customer Retention at Zamara. LinkedIn Profile: https://www.linkedin.com/in/munira-hasham-23198823b/
Christine Oyugi
Project Delivery Manager [KRA]
Christine Oyugi is a seasoned customer experience and project management professional with extensive expertise in CRM solutions, contact centre systems, and data analysis. Currently, she serves as the Project Delivery Manager for Technology Solutions at the Kenya Revenue Authority (KRA), where she leads key projects to enhance service delivery. Christine's diverse skill set and strong background in project management and customer experience make her a valuable asset in driving effective solutions and improving customer relations. LinkedIn Profile: https://www.linkedin.com/in/christine-oyugi-cxs-tm-6189183b/
Wanjiru Njoroge
Senior Manager Customer Excellence [KCB Bank Group Ltd]
Wanjiru has over 13 years of experience, she has specialized in building high-performing, customer-centric teams and driving impactful strategies in customer experience, contact centre operations, and project management. In collaboration with senior leadership teams, she has driven award-winning CX strategies, including multiple accolades like the KBA Banking Industry Customer Satisfaction Survey and the Euromoney Global Awards. She develops innovative strategies that foster growth and brand loyalty while advocating for data-driven CX initiatives to maximize ROI and enhance brand reputation in competitive markets. Wanjiru is currently the Senior Manager Customer Excellence at KCB Bank Group Ltd. LinkedIn Profile: https://www.linkedin.com/in/wanjiru-njoroge-/
Bilha Maina
Customer Experience Manager [NCBA BANK]
Customer Experience Manager, NCBA Bank with over 10 years of experience. Bilha has enhanced customer lives by actively listening, ensuring service consistency, and creating memorable moments. I've successfully delivered 10 transformational projects, focusing on improving customer experiences. I prioritize thought leadership through continuous learning and lead my team with empathy and servant leadership. My core values are consistency, persistence, and authenticity. Bilha is the Award winner of the Rising Star in CX Awards _CEM Africa 2024. LinkedIn Profile: https://www.linkedin.com/in/bilha-maina/
Maureen Ndegwa
Head of Customer Experience [Engie Energy Access]
I'm a CX professional with 10 years of experience in Customer Experience, Quality Assurance, and Customer Journey Mapping, specializing in industries like Insurance, Renewable Energy, and Banking. My expertise includes digital transformation initiatives such as Omni-Channel Contact Centers and AI-driven solutions. I prioritize the customer’s perspective, using data analytics to identify and address pain points. I'm committed to setting high performance standards and engaging in strategic discussions to elevate customer experience. As a member of the Institute of Customer Experience (ICX) Kenya, I focus on operational excellence and collaboration. Key areas of expertise include Customer Experience Strategy, Journey Mapping, and Omni-Channel Operations. LinkedIn Profile: https://www.linkedin.com/in/maureen-ndegwa-8b9365136/
Joyce N. Mwangi
Head of Customer Experience [Family Bank Ltd]
Joyce N. Mwangi is a seasoned customer experience leader with over 15 years of expertise in enhancing service excellence across the banking and telecommunications sectors. Currently, she serves as the Head of Customer Experience at Family Bank Ltd, where she has significantly improved customer satisfaction and operational efficiency since September 2019. Joyce is dedicated to putting customers at the center of every initiative, leveraging her extensive experience in customer journey mapping, digital transformation, and operational excellence to drive impactful change and foster lasting customer relationships. LinkedIn Profile: https://www.linkedin.com/in/joycemwangi/
James Muiruri
Assistant Vice President - Patient Experience [LifeCare Hospitals]
Leader in Customer Experience (CX) and Patient Experience (PX) in Kenya, recognized as the country’s first certified CXS and PXS professional. With over 20 years of experience, James drives organizational transformations across sectors like Retail and Healthcare. Currently, James is the Assistant VP of Patient Experience at LifeCare Hospitals. He leads a team focused on optimizing patient care. James is also active in CX communities and recently awarded "CX Leader of the Year – 2024." He is passionate about mentoring future CX professionals. LinkedIn Profile: https://www.linkedin.com/in/jamesmuiruri-m/
Sheila Bundi
Group Head of Customer Experience [Apollo Group]
Group Head of Customer Experience at APA Insurance Limited (Apollo Group). Sheila is a skilled professional in Customer Experience Management, engaged in driving a continuous, sustainable service improvement culture in the Banking and Insurance industries. She is in charge of the development and implementation of business strategies that create delightful human-centric customer experiences. Sheila is passionately involved in advocacy, training, and public speaking on matters of Customer Experience, Leadership, and Effective Communication. She is a strong believer in supporting young professionals through mentorship/coaching programs and actively promotes sustainable, environmentally friendly projects. LinkedIn Profile: https://www.linkedin.com/in/sheila-bundi-cxs%E2%84%A2-14a92b13b/