Naima Mwawasi

A Customer Experience Specialist with over 18 years’ experience in the customer service industry. A strong customer relations background with experience in formulating CX strategies, cultivating organisational CX Culture, monitoring and evaluation of the CX initiatives that reflect on the return on investments. As a CX Consultant I have worked with numerous organisations across different sectors to improve their business transformation in the ethos of customer experience. My approach has been to ensure that organisations successfully align their business, brand, and customer experience strategies; including performing CX Audits through research and analyse a CX department’s operation and provide recommendations on ways to improve productivity and customer satisfaction levels. 
As a Managing Director at Content CX Consulting, I am responsible for the successful implementation of the company policy, building and maintaining an efficient system of management, developing strategic plans as well as assuming the full accountability for the board for all the company’s operations. 
Am a member of Women In CX, Customer Experience Professionals Association (CXPA) and Institute of Customer Experience (ICX), a professional body for Customer Service in Kenya. Recognised as Top 100 Global Thought Leaders of 2021.

A Customer Experience Specialist with over 18 years’ experience in the customer service industry. A strong customer relations background with experience in formulating CX strategies, cultivating organisational CX Culture, monitoring and evaluation of the CX initiatives that reflect on the return on investments. As a CX Consultant I have worked with numerous organisations across different sectors to improve their business transformation in the ethos of customer experience. My approach has been to ensure that organisations successfully align their business, brand, and customer experience strategies; including performing CX Audits through research and analyse a CX department’s operation and provide recommendations on ways to improve productivity and customer satisfaction levels. 
As a Managing Director at Content CX Consulting, I am responsible for the successful implementation of the company policy, building and maintaining an efficient system of management, developing strategic plans as well as assuming the full accountability for the board for all the company’s operations. 
Am a member of Women In CX, Customer Experience Professionals Association (CXPA) and Institute of Customer Experience (ICX), a professional body for Customer Service in Kenya. Recognised as Top 100 Global Thought Leaders of 2021.

Global MBA, International Business