{"id":3795,"date":"2026-09-18T14:52:53","date_gmt":"2026-09-18T14:52:53","guid":{"rendered":"https:\/\/thedawnrwanda.com\/?p=3795"},"modified":"2026-09-18T14:52:53","modified_gmt":"2026-09-18T14:52:53","slug":"rwanda-moves-to-professionalise-customer-experience-sector-with-new-body-training","status":"publish","type":"post","link":"https:\/\/thedawnrwanda.com\/index.php\/2026\/09\/18\/rwanda-moves-to-professionalise-customer-experience-sector-with-new-body-training\/politics\/national\/","title":{"rendered":"Rwanda moves to professionalise customer experience sector with new body, training"},"content":{"rendered":"\n
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Professionals in Rwanda\u2019s customer service industry are planning to establish a body to regulate the profession and develop recognised training and certification for people working in the sector.<\/p>\n\n\n\n

The proposed association is expected to set professional standards, advocate for better working conditions and help raise the quality of customer and citizen experience, according to Nyinawinkindi Gloriose, who has been selected to lead it.<\/p>\n\n\n\n

Nyinawinkindi said the profession lacks clear standards and regulations, making it difficult for practitioners to receive recognition and protection matching their skills and experience.<\/p>\n\n\n\n

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\u201cProfessionally, the work we do does not have clear standards and regulations governing it. We want to establish this association to improve the quality of services in Rwanda generally,\u201d she said.<\/p>\n\n\n\n

She said the group also wants practitioners to receive appropriate compensation based on their qualifications and experience.<\/p>\n\n\n\n

Plans are also being considered for a specialised higher-learning institution that would train people in customer experience and customer care and issue recognised CX certificates.<\/p>\n\n\n\n

Kpunsa Mbinkar, head of the Africa CX Leaders Forum, said African countries could benefit from common standards for service delivery, while noting that service quality varies widely across the continent.<\/p>\n\n\n\n

He said customer service skills should also be introduced at an early age rather than being left to universities and professional training.<\/p>\n\n\n\n

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\u201cAs schools teach children how to cross the road safely, we should also teach them how to provide good service,\u201d Mbinkar said.<\/p>\n\n\n\n

The sector is also adapting to artificial intelligence, which participants said can speed up services and handle large numbers of requests.<\/p>\n\n\n\n

But they said AI should complement rather than replace people because customer experience also depends on human interaction and the ability to respond to emotions.<\/p>\n\n\n\n

The proposals were discussed during the Africa Customer Experience Leaders Forum, held in Rwanda from Sept. 15 to 18 with more than 300 participants from different countries.<\/p>\n","protected":false},"excerpt":{"rendered":"

Professionals in Rwanda\u2019s customer service industry are planning to establish a body to regulate the profession and develop recognised training and certification for people working […]<\/p>\n","protected":false},"author":1,"featured_media":3798,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[43,53,41,34,40],"tags":[],"class_list":["post-3795","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-current_affairs","category-featured-stories","category-hot_topics","category-national","category-top_stories"],"_links":{"self":[{"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/posts\/3795","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/comments?post=3795"}],"version-history":[{"count":1,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/posts\/3795\/revisions"}],"predecessor-version":[{"id":3799,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/posts\/3795\/revisions\/3799"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/media\/3798"}],"wp:attachment":[{"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/media?parent=3795"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/categories?post=3795"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/thedawnrwanda.com\/index.php\/wp-json\/wp\/v2\/tags?post=3795"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}