We were honored to take part in the Africa CX Leaders Forum 2025, held on 11th and 12th September at the Ubumwe Grande Hotel in Kigali, Rwanda. The two-day gathering brought together over 100 leaders and practitioners shaping the future of customer experience across Africa, including executives from both the public and private sector, innovators, and consultants from more than 20 countries.
The Forum served as a platform to reflect on how organizations can deliver exceptional service in an era of rapid digital transformation while ensuring empathy, trust, and authenticity remain central to customer interactions. It also explored the importance of embedding customer experience into governance structures, measuring CX beyond traditional satisfaction scores, and creating feedback systems that lead to real change.
Our Corporate Affairs Manager, Daudi Mugabi proudly represented SWICO at this continental event. In their participation, they highlighted how we are reimagining insurance to provide simpler and more human experiences for our customers. They also shared perspectives on balancing regulatory demands with the need to be more responsive and customer-focused, and engaged with peers on best practices for integrating customer feedback into both strategy and frontline operations.
Public sector customer experience was also a key focus, with sessions on how government institutions can improve service delivery and create more citizen-centric approaches. For us as an insurance company, these discussions underscored the importance of transparency, trust, and accountability in building stronger relationships with policyholders.
Our participation reaffirmed that customer experience is not just a support function—it is central to who we are and what we do. The lessons and insights from Kigali will guide us as we continue to refine our processes, enhance service delivery, and make insurance more accessible, transparent, and empathetic for all Ugandans.
By being part of the Africa CX Leaders Forum, we strengthened our commitment to place customers at the heart of our journey, learning from peers across the continent while showcasing how SWICO is reimagining insurance for a better, more human experience.