One word – WOW!
What an incredible three days it was in Kisumu, Kenya, at Africa’s Annual Customer Experience Conference 2025, hosted by ICX Kenya!
Our Co-Founder and Chief Experience Officer had the honor of moderating a powerful panel discussion on “Navigating AI Pitfalls in Customer Experience,” where brilliant insights were shared by an exceptional group of CX thought leaders:
💡 Artificial Intelligence (AI) is far more than just a buzzword. The urgency for businesses to “Adopt AI Now!” is not only real, it’s justified.
💡 That said, leaders must exercise due diligence when selecting AI solutions to avoid “AI washing” and ensure the authenticity and effectiveness of AI tools.
💡 Although AI is often perceived as the domain of big tech, there are accessible and affordable AI solutions available for SMEs and MSMEs, opening the door for inclusive participation in the digital and AI-driven future of Customer Experience.
So, are African businesses and professionals truly ready to embrace AI? Absolutely yes, we are!
It was a privilege to engage in such an important and timely conversation with fellow CX thought leaders who shared such valuable perspectives during the panel.
