Author: admin

The call was made during the Africa Customer Experience Leaders Forum 2025, a continental meeting hosted in Rwanda that brought together representatives of institutions dedicated to promoting excellence in customer service across Africa.

The two-day forum, organized by CX Touchpoints Rwanda Ltd, convened more than 100 participants from 21 African countries.

Discussions highlighted that delivering quality services is central to achieving sustainable growth, with Rwanda presented as a leading example in innovation, effective policy implementation, and consistent improvement in both business and government services.

Jeannette Nyinawumuntu, Country Managing Director of CX Touchpoints Rwanda, emphasized that Africa must invest more in strengthening service delivery as part of its sustainable development journey.

On the first day, the forum focused on solutions tailored to Africa’s market realities, proposing new approaches to designing customer experience strategies suited for the continent.

Another key topic was the development of robust Voice of the Customer (VoC) frameworks to ensure that customer feedback directly informs corporate decisions, allowing institutions to respond effectively to the needs and expectations of their clients.

Participants also underscored the role of governments in creating enabling environments for high-quality services, citing Rwanda as a case study of how governance policies can enhance citizens’ experience with public service delivery.

The forum included sessions on consumer behavior research in Africa, offering practical recommendations for strengthening customer loyalty and trust in both businesses and organizations.

Executive Director of The Global Trust Project, Dominic Wilhelm urged African institutions to leverage artificial intelligence, noting that the technology can position organizations at the forefront of customer service excellence.

Meanwhile, Joan Ntabadde Kyeyune, a customer experience enthusiast, called on leaders of customer-focused agencies across the continent to drive cultural change in how clients are welcomed, as a means of boosting loyalty and confidence.

On her part, Dr. Lucy Kiruthu explained how aligning budgets with projects that directly improve customer experience could yield long-term benefits for both citizens and businesses.

At the conclusion of the forum, delegates visited the Kigali Genocide Memorial at Gisozi, where they paid respects to the victims of the 1994 Genocide against the Tutsi and were briefed on Rwanda’s history, how the killings were stopped, and the country’s resilience journey.

IGIHE

Ali made the remarks during an interview with Rwanda Broadcasting Agency (RBA), where he emphasized the need to build on the good relations between the two countries.

He explained that Rwanda and Djibouti share many commonalities, including cultural ties, which should serve as a foundation for expanding private-sector cooperation.

'We already cooperate, but we should enhance and expand our collaboration just as our governments are doing. Why shouldn’t we broaden our cooperation and develop it further?' he said.

His comments follow the 2016 partnership agreement signed between Rwanda and Djibouti’s private sectors, which aimed to foster joint initiatives and drive economic growth.

The strong bilateral relationship between the two nations has also been demonstrated through land exchanges. Rwanda has been granted 60 hectares of land at Djibouti’s ports, while Rwanda, in return, allocated 10 hectares within its industrial park to Djibouti.

The Chief Executive Officer of Air Djibouti, Abdourahman Ali, called for expanded cooperation between private sector actors.

Rania Umutoni

The 98th edition of the World Championships will take place in Kigali from September 21 to 28, 2025, bringing together cyclists from more than 100 countries.

A total of 23 riders will represent Rwanda. They are currently finalizing their preparations in Bugesera District, with just five days left before the competition begins.

Coach Sempoma noted that the team’s preparations have been strong, having trained in Musanze, France, and Bugesera to meet different performance goals.

He expressed confidence, even though previous appearances at the championships ended without a Rwandan completing the elite men’s race.

'In past World Championships, we would often have only two or three riders, and we would prepare abroad. We always had hope that we could finish, but it never happened,' he said.

On the long-standing challenge that no Rwandan has ever completed the elite men’s race, Sempoma said that 2025 could be a turning point: 'This is a historic year, and it is possible to see Rwandan riders perform well in different categories.'

'What I can assure Rwandans is that our riders have trained well. Their morale is high, they have the ability, and the Ministry has supported us with everything we need, including modern equipment. We will do everything possible to make sure this year becomes historic,' he added.

'History is already being made with the World Championships coming to Rwanda, and for the first time to Africa. But another chapter could be written if a Rwandan rider performs strongly in the various races.'

First Vice President of the Rwanda Cycling Federation (FERWACY), Valentin Bigango, confirmed that preparations are nearly complete and that the national team has received all the necessary support.

'Preparations are advancing well. Together with our partners, we are putting final touches on different aspects of the World Championships. We are at about 96 percent readiness.

“The training program we had designed for the national team has been completed successfully, and at this stage the riders are focused on the competition itself, exactly where we want them to be,' he said.

The Head Coach of Rwanda’s national cycling team, Félix Sempoma, said that the 2025 World Championships could be historic for Rwandan riders.

Riders confident ahead of the World Championships

Patrick Byukusenge, one of Rwanda’s most experienced cyclists who has competed in numerous major international races, expressed confidence that the team is well prepared, to the point that they could even compete again the following day if necessary.

On the long-standing challenge that no Rwandan has ever completed the elite men’s race, Byukusenge said that racing in Kigali could bring a breakthrough: 'This will make a difference, because the World Championships are being held in Africa for the first time. I feel this will change something for us as Rwandans. This circuit is not new to us; while we haven’t raced it many times, we have competed on it often enough. Our goal is to fight hard, and I know that millions of Rwandans will have their eyes on us.'

He further stressed that the 267.5-kilometre distance of the final race will not be a problem as the team is already accustomed to covering up to 300 kilometres in training sessions.
Xaverine Nirere, who has performed strongly in many races this year and will be one of four elite women representing Rwanda, is preparing for her third appearance at the World Championships.

She explained: 'This Championship is different from the ones I took part in during 2023 and 2024, because this time we will start with a circuit and finish with a circuit. Being here at home, training daily on these roads, I believe we will perform well and could even win.'
Meanwhile, Pacifique Byusa, competing in the under-19 category, will be making his debut at an international race.

'This is my first major race at the international level. I will be competing against riders who are on a higher level than me. But I am well prepared, I followed my coaches’ program carefully, and I believe I will perform well,' he said.

His teammate, Liliane Uwiringiyimana, also set to compete in the women’s under-19 category, added: 'We will give everything we have and do our best to ensure we finish the World Championships.'

Patrick Byukusenge stressed that the 267.5-kilometre distance would not pose a challenge, as the team is already used to covering such lengths in training.

Xaverine Nirere is among the riders who have shown strong performances

Pacifique Byusa is set to make his international debut in the under-19 category.

Liliane Uwiringiyimana is among the riders set to compete in the women’s under-19 category.

IGIHE

The incident occurred on September 16, 2025, at around 13:40 hours. According to the RDF, the UAV was being used as part of a training exercise when it veered off course due to adverse weather conditions and subsequently crashed.

As a result, three students who were returning home from school sustained injuries. Two of them were taken to Kivumu Health Centre for treatment, while the third was transferred to Murunda Hospital for further care.

In a statement, the RDF extended its sympathy to the affected families and expressed regret over the distress caused by the incident.

'The Rwanda Defence Force extends its sympathy to the families of the injured children and deeply regrets the distress this incident has caused,' the statement reads.

The RDF also confirmed that it is working closely with local authorities and medical staff to ensure the injured children receive proper care, and pledged to provide all necessary support to both the students and their families.

The Rwanda Defence Force (RDF) has regretted the incident in which a small unmanned aerial vehicle (UAV) crashed in Rutsiro District on Tuesday, injuring three students.

IGIHE

Kipyegon dominated the race from start to finish, clocking 3 minutes 52.15 seconds, with fellow Kenyan Dorcus Ewoi taking silver in a personal best 3:54.92 and Australia’s Jessica Hull winning bronze in 3:55.16, marking her country’s first medal in the event.

The 31-year-old now equals Moroccan legend Hicham El Guerrouj’s record of four world 1,500m golds (1997—2003) and is also eyeing her second world 5,000m title later this week.

'Being able to defend my title and to win a fourth gold feels really special,' Kipyegon told reporters. 'After setting the world record in Eugene [in July], I said to myself, 'I have to go to Tokyo and defend my title.’ I knew I could run it under control.'

She reflected on her career milestone in Tokyo, the same city where she won her second Olympic gold in 2021 after giving birth to her daughter, Alyn. 'I won here in the 2021 Olympics just after becoming a mother, so being back here, winning again, means I can show a new gold medal to my daughter.'

Known fondly as the 'Queen of 1,500m,' Kipyegon grew up running barefoot in Kenya’s Rift Valley before being discovered by a coach in 2009.

Since then, she has collected three Olympic golds, four world titles, and a world record, making her one of the most decorated athletes in the history of the sport.

Kenya’s Faith Kipyegon has further cemented her legacy as one of the greatest middle-distance runners of all time by winning a record fourth world title in the women’s 1,500 metres at the World Athletics Championships in Tokyo on September 16, 2025.

Rania Umutoni

On September 1, H.E. Xi Jinping, President of China, proposed the fourth Global Initiative, the Global Governance Initiative (GGI), at the 'SCO Plus' Meeting held in Tianjin. Centered on the question of what kind of global governance system to build and how to reform and improve global governance, the GGI will add new dimensions to the building of a more just and equitable global governance system with five core values and reflections.

Sovereignty equality is the foremost premise of global governance. Global governance is a shared cause for the international community, not a monopoly of the rich. All countries, regardless of size, strength or wealth, are entitled to participate in, make decisions for and benefit from global governance as equals. Greater democracy should be promoted in international relations to ensure equal representation and say of developing countries.

International rule of law is the fundamental safeguard for global governance. The law of the jungle has long been a thing of the past. For the international community, the purposes and principles of the UN Charter are universally recognized and should be unwaveringly upheld and uniformly applied, without any double standards or imposition. Major countries, in particular, must take the lead in advocating and defending international rule of law.

Multilateralism is the basic pathway of global governance. Global challenges keep emerging, while countries share weal and woe. Unilateralism is doomed to be a dead end. No single country could weather the crises alone without international cooperation. Therefore, global affairs should be decided by all, the governance system built by all, and the benefits shared by all.

People-centered approach is the underpinning value of global governance. Governance makes sense only when it serves the interests of the people. The global governance system should seek improvement through effective reforms to meet people’s needs, in order to foster a greater sense of fulfillment, safety and well-being for humanity, especially for peoples from the Global South.

Commitment to real results is an important principle of global governance. Words weigh only when actions are made. Effective global governance is essentially one that tackles real and pressing problems. It requires more coordinated, systematic and holistic efforts from the international community to earnestly take on responsibilities to mobilize more resources and deliver more public goods.

Both as important members of the Global South, China and Rwanda share a lot similarity in terms of governance. We both honor sovereignty equality and oppose to external interference in internal affairs. We both put people at the forefront and champion the rule of law. And we both are steadfast supporters to international solidarity and cooperation. These core values are in line with the tenets of the Global Governance Initiative.

A just cause finds great support and a journey with many companions gets far. China looks forward to Rwanda’s strong support in the GGI and stands ready to work with Rwanda to build a more just and equitable global governance system.

Gao Wenqi is the Ambassador of the People’s Republic of China to Rwanda

Gao Wenqi

In a joint statement released by South Africa’s Department of International Relations and Cooperation, the ministers said the flotilla, a civil society initiative, aims to deliver humanitarian aid to the Gaza Strip.

Consisting of dozens of boats and hundreds of activists, the GSF is supported by delegations from 44 countries, aiming to break Israel’s blockade of the Gaza Strip and deliver humanitarian aid.

The flotilla departed from Barcelona, Spain, on Sept. 1 and is expected to arrive in Gaza in mid-September.

Issued collectively by the foreign affairs ministers of Bangladesh, Brazil, Colombia, Indonesia, Ireland, Libya, Malaysia, Maldives, Mexico, Pakistan, Qatar, Oman, Slovenia, Spain, South Africa and Türkiye, the statement also highlighted the urgent humanitarian needs of the Palestinian people as well as the need to stop the war in Gaza.

“Both objectives, peace and humanitarian aid delivery, together with the respect of international law, including humanitarian law, are shared by our governments,” it said.

The statement called on all parties to respect international law and refrain from any unlawful or violent act against the flotilla, warning that violations, including attacks in international waters or illegal detention, would lead to accountability.

Xinhua

Senior ABC journalist John Lyons had asked Trump how much wealthier he had become since returning to the White House in January.

'I don’t know,' Trump replied, insisting that his children were in charge of the family businesses. He then accused the reporter of undermining relations between the two nations: 'In my opinion, you are hurting Australia very much right now, and they want to get along with me.'

Trump added that he would raise the matter with Australian Prime Minister Anthony Albanese, saying, 'I’m going to tell him about you. You set a very bad tone.'

When Lyons attempted to continue his questioning, Trump pressed his index finger to his lips and said 'quiet' before turning to another journalist.

The exchange comes as Albanese continues to seek face-to-face talks with Trump. A planned meeting in June was cancelled at the last minute after Trump left the G20 summit early to address developments in the Middle East.

Albanese confirmed in an interview with ABC Radio that he would meet Trump next week while in the US for the UN General Assembly.

'He’s hosting a reception on Tuesday night of next week. And as well, we’ll see each other at various forums that are taking place between now and the end of the year,' the prime minister said.

Trump clashes with Australian journalist over scrutiny of business deals.

Rania Umutoni

The low level of ozone depletion observed in 2024 was partly due to naturally occurring atmospheric factors which drive year-to-year fluctuations. However, the long-term positive trend reflects the success of concerted international action, reported the Ozone Bulletin of the World Meteorological Organization.

The report, offering encouraging scientific news for both human and planetary health, was issued to mark World Ozone Day on Tuesday and the 40th anniversary of the Vienna Convention, which recognized stratospheric ozone depletion as a global problem and provided the framework for mobilizing international cooperation in ozone research, systematic observations and scientific assessments.

“Forty years ago, nations came together to take the first step in protecting the ozone layer — guided by science, united in action,” said United Nations Secretary-General Antonio Guterres.

“The Vienna Convention and its Montreal Protocol became a landmark of multilateral success. Today, the ozone layer is healing. This achievement reminds us that when nations heed the warnings of science, progress is possible,” he said.

According to the report’s investigation, to date, the Montreal Protocol has led to the phase-out of over 99 percent of the production and consumption of controlled ozone-depleting substances, which were used in refrigeration, air conditioning, firefighting foam and even hairspray.

As a result, the ozone layer is now on track to recover to 1980s levels by the middle of this century, significantly reducing risks of skin cancer, cataracts, and ecosystem damage due to excessive UV exposure.

The Earth’s protective ozone layer is healing and the ozone hole in 2024 was smaller than in recent years, a UN meteorological agency said in a report Tuesday.

Xinhua

Electricity tariffs have remained unchanged for five years, despite fluctuations in global market prices and the rising value of the US dollar. Access to electricity has steadily increased, reaching 85 percent of households in 2025 compared to less than 2 percent in 2000.

Although the Cabinet was informed that tariff revisions are planned to support the continued expansion of electricity access, it is not yet clear whether prices will increase or decrease.

However, tariffs are likely to go up, given that they have remained unchanged for five years while the US dollar has appreciated significantly.

In 2020, the US dollar was valued between 955 and 990 Rwandan francs, whereas today it stands at 1,445 francs, representing a significant increase.

The rise in the dollar is particularly important in the electricity business because the Rwanda Energy Group (REG) settles payments to electricity investors in dollars.

As the value of the dollar increases, the cost of purchasing electricity also rises. REG typically procures electricity from independent producers, including those generating power from sources such as peat, methane gas, and others, to supplement its own generation capacity.

According to the 2023 report by the Office of the Auditor General, the Energy Utility Corporation Limited (EUCL) spent over Frw 162.2 billion to purchase 861,713,116 kWh of electricity.

The report also revealed that EUCL had accumulated losses of approximately Frw 126.39 billion by that year, with 53.4 billion loss by June 2023 before tax payments, and Frw 31.3 billion in 2022.

REG has frequently faced losses, partly due to buying electricity at high costs and selling it at what it considers low tariffs. The authority emphasizes that these losses, resulting from purchasing electricity at high prices but selling it at lower rates, must be addressed to continue the goal of achieving 100 percent electricity access for Rwandans.

On the other hand, REG customers have expressed concern that electricity prices remain high, despite being unchanged for five years.

The Rwanda Utilities Regulatory Authority (RURA) is responsible for setting tariffs that balance the interests of the public with those of REG as the electricity provider. It is expected that electricity tariffs may increase, although consultations are ongoing to assess how adjustments could affect both consumers and the utility.

Electricity prices are generally set for households, non-residential buildings, small industries—including water treatment plants, water pumping machinery, and telecommunications towers—and larger industrial consumers.

RURA last announced new electricity tariffs in 2020, and these were based on the type of user and the level of consumption. At that time, the lowest rate applied to households using less than 15 kWh per month, charged at Frw 89 per kWh.

For households consuming 15 to 50 kWh, the rate increased by 16 percent, from Frw 182 to Frw 212 per kWh. Non-residential buildings consuming up to 100 kWh saw tariffs rise from Frw 204 to Frw 227, while consumption above 100 kWh increased from Frw 222 to Frw 255.

Small industries’ tariffs rose from Frw 110 per kWh to Frw 134 , medium industries from Frw 87 to Frw 103 s, and large industries from Frw 80 to Frw 94 per kWh.

While electricity tariffs may rise, the government considers measures to reduce industrial electricity costs to promote industrial development and attract new investment, enabling Rwanda to remain competitive in the regional market.

Electricity tariffs have remained unchanged for five years, despite fluctuations in global market prices and the rising value of the US dollar.

IGIHE