Statewide Insurance Company (SWICO) participated in the Africa CX Leaders Forum in Kigali. The gathering brought together leaders and practitioners from across Africa to examine how organisations can translate customer insight into practical service improvements.

Discussions covered leadership, measurement, professional standards and the use of technology. A recurring message was that customer experience depends on decisions made throughout an organisation. Priorities, approval processes and the movement of information between teams all shape the service customers receive.

For insurance customers, these issues have practical consequences. Clear explanations of cover, guidance on required documents and timely updates help customers understand what happens next. Handovers between underwriting, claims and other teams also influence how easily a customer can obtain information or have an issue resolved. These were useful considerations for reflecting on service consistency.

The forum also reinforced the need to assess what changes after customer feedback is collected. Alongside satisfaction scores, organisations can examine whether customers make fewer follow-ups, receive clearer updates and reach a resolution more easily. SWICO’s participation provided an opportunity to consider these lessons in relation to its own customer journeys and service priorities. For details of insurance cover, benefits, eligibility requirements and policy terms, visit swico.co.ug/insurance.