Mission
Mission
Delivering consistent value-added services that help clients realize improved customer experience.
Standards for Excellence
About Content CX Consulting
We don't improve customer service. We transform businesses.
Content CX Consulting offers customer experience consultancy to organizations in both the public and private sector. Our services are driven by the diversity of disciplines reflected in businesses and their customer experience — with a target to improve experience, retention, and loyalty.Our expertise spans research, consultancy, monitoring & evaluation, and capability building — framed as end-to-end CX and business transformation advisory.
Who we are
Customer experience consultancy for public and private sector
We positively improve customers' experience — and the retention and loyalty that follow — across strategic management, marketing, CRM, leadership, and competitiveness.
Vision
Vision
To be the most sought after customer experience consultancy firm in Africa.
Values
Our Values
Excellence · Patience · Commitment · Persistence · Desire
Excellence
Excellence in attaining high standards.
Patience
Patient enough to walk with you through your journey.
Commitment
Commitment to optimizing and maintaining distinctive quality of service.
Persistence
Persistence in finding customized solutions.
Desire
Desire to improve organizational culture towards achieving outstanding customer experience.
“The first step in exceeding your customer's expectations is to know those expectations.”
Content CX Consulting · Standards for Excellence
The gap between good intentions and great experiences
The challenge
- Fragmented customer journeys
- Disengaged frontline teams
- Siloed data & insights
- Slow digital adoption
The outcome
- Improved customer satisfaction
- Measurable business impact
- Stronger ROI
- Sustainable culture change
Our Approach
The Content CX Transformation Framework™
A proprietary four-step engagement model that takes organizations from insight to sustained performance — not a one-off training event.
1
Discover
Understand customers, employees, operations, and culture.
2
Design
Develop customer-centric strategies and transformation roadmaps.
3
Deliver
Implement change through people, processes, and technology.
4
Drive
Measure impact and embed continuous improvement.
Why Choose Content CX Consulting
- Professional expertise with unique multi-sectoral technical skills
- Successful intervention across B2B and B2C experience
- Global best practices with deep African market experience
- Data-driven transformation strategies and practical implementation
- Human-centered design thinking and leadership capability building
- A trusted adviser for relationships that create sustainable outcomes
- Sustainable organizational change — not one-off interventions
- Measurable business outcomes tied to customer and employee experience
Our Team
Confirm all team members are still current before publishing. Photos are placeholders except where noted.
Naima Mwina Mwawasi
Founder & Managing Director
15+ years of customer experience leadership, including with Emirates Airline. Global MBA from the London School of Business and Finance.
Josephine Ambembo
Operations Director
Institutional assessments, facilitation, and operational management across public and private sectors.
Serah Wairimu
Administrator / Customer Service Executive
Service-minded coordination of office activities with a background in educational services.
Virginia Gathura
Business Development / Customer Relationship Manager
Long-term client partnerships and relationship management across industries.
Onesmus Gichuru
Research, M&E & Training Consultant
Monitoring & evaluation, business modeling, and performance research for private and public clients.
Michael Monday Changawa
Financial Accountant
Finance and accounting leadership across financial services, hospitality, and advisory settings.
Transform Experiences. Transform Culture. Transform Business.
Let's create experiences that deliver measurable business growth.