Story by Tamuka Charakupa
SERVICE providers have been urged to leverage artificial intelligence to improve customer satisfaction and organisational performance.
A full house of customer service professionals, business leaders, and government officials convened in Kadoma for the Customer Experience Association of Zimbabwe’s (CXAZ ZN) flagship event.
This conference served as a strategic platform to reimagine how organisations serve and retain their customers.
Held under the banner “Innovating Public Service Delivery Using Customer Experience Principles,” the event spotlighted the growing importance of technology and, particularly, artificial intelligence (AI) as a core driver of customer satisfaction and organisational performance.
“As CXAZ, we conduct Customer Satisfaction Index reports, and as of last year, the customer satisfaction index was at 66 percent, up from 65 percent in 2023. This figure surpasses the continental average of 52 percent, which means that local organisations keep on improving customer engagement. We have brought players from both the private and public sectors to share ideas and continue improving client satisfaction, while reminding each other to tap into the benefits of AI in this digitally driven economy,” Customer Experience Association of Zimbabwe,Marketing Manager, Mrs Aquiline Mazhawidza said.
“The Customer Satisfaction Index Reports are critical because they point out areas needing further investigation, gaps, and milestones achieved. I am grateful that this conference has brought together key players to deliberate on ways to enhance service delivery and client management,” ZBC Director for Marketing, Mr Fredius Dzumbunu noted.
“I am walking away with new tools to map our customer touchpoints and apply data from surveys to better our delivery. The Second Republic emphasises the need to create an ease-of-doing-business environment, and this is what we are being reminded about. The ultimate message is that the customer is king, and we should therefore exhaust all ideas to promote that,” Deputy Registrar General Provincial Operations, Mrs Christina Chikerema added.
Speaking during the official opening, the Deputy Minister of ICT, Postal and Courier Services, Honourable Dingumuzi Phuti, emphasised the central role of technology in today’s business landscape.
“Artificial intelligence presents an opportunity for Zimbabwe to leapfrog in service delivery, efficiency, and innovation. Whether it is in healthcare, agriculture, education, or government services, AI is helping us understand customer needs faster, personalize services, and reduce turnaround times. In the private sector, it’s driving smarter decision-making and automating repetitive tasks, freeing up resources for more strategic functions. As the Ministry of ICT, we are actively working to create an enabling environment that supports the adoption of emerging technologies across all sectors. This includes policy frameworks, infrastructure development, digital skills training, and partnerships with tech innovators. We’re not just talking about the future, we are building it now. Our role cuts across public and private institutions, ensuring that every sector can harness digital tools to improve performance, accountability, and customer satisfaction,” he said.
This conference aligns with the Second Republic’s National Development Strategy (NDS1), which emphasises an easy doing business environment, pushing both public and private service providers to become more responsive, data-driven, and customer-focused.
