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Organized by CX Touchpoints Rwanda, the forum serves as a flagship event for customer-centric organizations and leading professionals in customer experience. It aims to bring together key players from both the public and private sectors to learn, network, and reimagine the future of customer experience (CX) in Rwanda.

Customer Service Week is celebrated globally during the first full week of October to honor both customers, the heartbeat of every organization, and the dedicated employees who ensure exceptional service delivery.

In a statement, CX Touchpoints Rwanda said the event offers a platform for senior leaders to unite and share strategies on improving CX across the country.

'This is more than just a meeting—it’s a pivotal moment in transforming customer experiences across the nation,' said the company, which provides customer experience management solutions, training, research, and events.

The forum marks a new era for Rwandan organizations.

Attendees are expected to gain exclusive insights into local customer research, including the first-ever deep dive into Rwanda’s Customer Experience Index (CEI).

Throughout the forum, leaders will explore key factors that influence service quality, with discussions centered on innovative themes such as cutting-edge CX technologies, insights from Rwanda’s CEI, developing customer experience competencies, and performance management strategies.

Other topics include voice-of-the-customer programs to elevate service delivery, reinventing employee experience and its impact on CX, and emerging CX trends. Additionally, participants will explore how product experience (PX) and brand experience (BX) can be used as strategic tools to drive customer loyalty.

The high-impact event features an impressive lineup of senior executives from various institutions, including Olivia Ntambara, Senior Manager of Customer Experience at RwandAir, Liliose Nyinawinkindi, Director of Customer Experience and Service Distribution at Irembo, Christine Teta, Senior Customer Experience Manager at NCBA Bank Rwanda and Fidelis Katangwa, Head of Customer Experience at Access Bank.

Other notable attendees include Francine Umulisa, Head of Customer Experience Management at Bank of Kigali, Dr. Mawo Martin, Sales & Marketing Director at Rwanda Mountain Tea, Belinda Mukunde, Head of Customer Service at DHL Express, Richard Kayibanda, Registrar General at Rwanda Development Board (RDB), Christella Umuhire, Head of Marketing at Sonarwa General Insurance, Kpunsa Mbinkar, Lead Customer Experience Consultant at CX Touchpoints Rwanda, Mirko Buonerba, Senior Customer Experience Manager at Sandsiv and Paulin Uwitonze, Deputy Commissioner for Taxpayer Services & Communications at Rwanda Revenue Authority (RRA).

Attendees are expected to gain exclusive insights into local customer research.

During the forum, the business leaders are expected to share their expertise and inspire actionable strategies to elevate customer experience across Rwanda’s public and private sectors.

The forum marks a new era for Rwandan organizations, aligning with the government’s vision for the country to achieve middle-income status by 2035 and high-income status by 2050.

'By prioritizing customer experience, both local and international businesses will create greater value, improving how visitors experience Rwanda and transforming how citizens engage with their government. The ripple effects of enhanced CX will strengthen Rwanda’s economic standing and foster long-term prosperity,' CX Touchpoints Rwanda explained.

Learn more about the event or the company via their website: https://www.cx-touchpoints.com/

Senior executives from Rwanda’s most influential institutions are gathering today, October 10, 2024

Wycliffe Nyamasege

Our mission has always been simple yet profound: to build products that meaningfully improve people’s lives. Reflecting on where we started, it’s clear that we have made significant strides.

From an era when accessing public services required multiple trips to government offices and long waiting periods, we now offer digital solutions that provide many essential services in under 24 hours.

This shift is more than just about digitization—it’s about empowering citizens by making public services accessible and efficient. This digital transformation is built on the belief that public service delivery should be efficient and empowering for citizens to access conveniently and confidently.

Since our founding in 2014, we have been on a journey of continuous improvement, always striving to create a truly digital society. However, our progress has been far from perfect. The road has been filled with challenges, but each one has pushed us to improve, refine our approach, and to better understand the needs of our users.

When we first partnered with the Government of Rwanda to launch IremboGov in 2015, it was a bold step into uncharted territory. Today, with over 220 services now available online, we’ve made it easier to access services like applying for birth certificates or land transfers.

Yet, we are fully aware that our work is far from finished. Our vision of a truly digital society is an ongoing journey, and we remain committed to continuous improvement. Every day, we ask ourselves how we can do better and bring our users closer to a seamless, reliable digital experience.

Beyond digitizing government services, our focus has been on building trust and creating user-friendly experiences. A vital part of that is IremboPay, a secure payment platform that has transformed how citizens make payments.

Whether it’s through mobile money, bank transfers, or credit cards, our goal has been to ensure convenience and security at every step. But convenience alone is not enough—trust, reliability, and ease of use create lasting value.

Listening to our users is a crucial aspect of delivering these experiences. Their feedback drives our innovation and informs our strategy. Our department of customer experience and service distribution is at the forefront of this, ensuring that every interaction is seamless and that support is always within reach.

Whether through call centers, WhatsApp, social media, or our agent network, we strive to be there for our users when they need us most. We are also deeply committed to building digital literacy through our Irembo academy and other outreach programs, ensuring that we bring our users along with us as we evolve.

We know that the future holds even more opportunities for growth and innovation. As we look ahead, our focus will remain on improving personalization and user experience. We want to create products that not only meet the needs of today’s citizens but also anticipate the needs of tomorrow.

What we’ve learned over the years is that placing users at the center of our work leads to better service delivery while fostering trust and engagement between citizens and their government.

This focus on customers has been essential to our growth, guiding us in creating scalable solutions that serve as a model for improving service. As other nations look toward digital transformation, our journey offers insights into how service-driven innovation can contribute to societal development.

Today, we are celebrating 10 years of Irembo, and we take pride in how far we have come but remain humble about the journey ahead. We know there is still much work to be done, and we are excited about the future.
We invite all Rwandans to join us as we continue to push the boundaries of innovation and service delivery, working together to build a more connected, empowered society.

At the heart of everything we do are our users and citizens, who inspire us to keep moving forward. Thank you for being part of this journey.

Liliose Nyinawinkindi

The author is the Director of Customer Experience and Service Distribution at Irembo. She has been a driving force behind Irembo’s efforts to simplify and streamline digital service access for millions of Rwandans.
She leads initiatives that ensure the platform continues to deliver seamless, efficient, and user-friendly experiences to its customers.

Liliose Nyinawinkindi

Xi, also general secretary of the Communist Party of China Central Committee and chairman of the Central Military Commission, made the remarks in a letter to the RCSC on the occasion of its 12th general congress, which opened in Beijing on Wednesday.

President Xi Jinping has encouraged Red Cross Society of China to enhance humanitarian services

Xinhua

Speaking at the African Continental Free Trade Area Business Forum held in the Rwandan capital of Kigali, Kaseya emphasized the need for Africa to produce its own vaccines, drugs, and diagnostics.

“We are tired. Every time there is an outbreak, we go into panic mode, and we have to start begging the world for vaccines, drugs, and diagnostics. It was the case with mpox, it was the case before with COVID-19, and it is still the case with Marburg,” Kaseya said, calling for decisive action to manufacture medical countermeasures within the continent.

His remarks came amid the ongoing Marburg virus disease (MVD) outbreak in Rwanda, where 58 confirmed cases, including 13 deaths, have been reported, according to the latest data released by the Rwandan Ministry of Health on Tuesday.

Despite Rwanda’s robust response to the outbreak, Kaseya criticized the recent travel advisory issued by the United States, which urges its citizens to reconsider travel to Rwanda due to the virus.

“The Level 3 status issued by the United States regarding the Marburg outbreak in Rwanda is unfair and unacceptable, especially for a country that is doing more than any of us. This decision is not evidence-based. I am impressed by Rwanda’s efforts in containing the Marburg outbreak. There is nothing more that can be done that Rwanda is not already doing,” he said.

Kaseya praised Rwanda’s management of the Marburg outbreak, saying, “Rwanda is making us proud as Africans. Rwanda is a model for all of us on how to manage these kinds of outbreaks.”

MVD is a highly virulent disease that causes hemorrhagic fever, with a fatality rate of up to 88 percent. It belongs to the same family of viruses that causes Ebola virus disease, according to the World Health Organization. MVD symptoms include high fever, severe headaches, and malaise, typically developing within seven days of infection.

Jean Kaseya, director general of the Africa Centers for Disease Control and Prevention (Africa CDC).

Xinhua

This year’s IOSCO World Investor Week will specifically focus on technology and digital finance, crypto assets, and sustainable finance.

Thapelo Tsheole, the Chief Executive Officer of the Capital Market Authority (CMA) of Rwanda stressed the Authority’s commitment to technology in developing the capital market.

“CMA Rwanda welcomes all Fintech innovations to test their ideas in our Fintech regulatory sandbox. This programme helps both CMA and innovators understand emerging trends in financial technology and regulatory needs through shared learning. It fosters innovation while ensuring we meet our regulatory objectives,” he said.

CMA Rwanda is participating alongside regulators from around the world in a series of activities designed to empower investors and protect their interests.

WIW has two key goals: to promote key messages that support investor education, protection, and financial literacy, and to create learning opportunities for investors. The campaign also aims to strengthen cooperation among IOSCO members on investor education and protection.

“The IOSCO Investor Week aligns with our goal to create a more knowledgeable and secure investment environment in Rwanda. Throughout the week, CMA will engage thousands of current and potential investors through digital platforms to enhance investor education and protect their interests as an educated investor is a protected investor,” Thapelo noted.

During this year’s World Investor Week, CMA Rwanda, Rwanda Stock Exchange, and investment and fund managers will run a digital media campaign to inform the public about saving and investment opportunities in the local stock market.

The IOSCO Investor Week brings together regulators, market participants, and stakeholders from across the globe to promote financial literacy and underscore the importance of protecting investors. Through various educational activities, the event aims to equip people with the knowledge and tools to make informed investment decisions.

CMA Rwanda oversees the development and regulation of the country’s capital market. Its mission is to create a dynamic, transparent, and investor-friendly market that supports economic growth and development in the country.

IGIHE