Leading the Experience Revolution: A New Year Message from the President
Dear Members, Partners, and Fellow CX Professionals,
Welcome to 2026.
We closed the past year with a sense of immense pride. 2025 was a year of visibility and impact, where we proved that Experience Excellence is no longer a “nice-to-have”, it is a strategic imperative for the survival of any organization. Because of your dedication, CXP Ghana is now a trusted voice in national and corporate transformation.
But as the sun rises on this new year, we are not just maintaining momentum; we are accelerating it. I am honoured to introduce the theme that will define our work and our impact over the next twelve months:
“Experience Management: Transforming Businesses, Empowering Citizens, Positioning Ghana.”
This theme reflects our maturity as an association. We are moving beyond the “what” of customer experience and diving deep into the “how” of Experience Management (XM).
Our Pillars for 2026
To achieve this vision, our efforts will be focused on three critical areas:
- Transforming Businesses: We will champion the shift from reactive service to proactive experience management. By leveraging data and human-centric design, we will help Ghanaian businesses close the experience gap, driving loyalty and sustainable profitability.
- Empowering Citizens: We believe every Ghanaian deserves dignity and efficiency in their interactions with the state. This year, we will intensify our work with the public sector to ensure that “Citizen Experience” becomes a benchmark for governance.
- Positioning Ghana: Excellence is our best export. By raising the standard of every touchpoint; from our airports to our digital platforms, we will solidify Ghana’s reputation as the service hub of Africa and a premier destination for global investment.
A Call to Action
The future of Customer and Citizen Experience in Ghana is bright, but it requires the collective genius of this community. Whether you are a practitioner in a startup, a leader in a multinational, or a policymaker in the public sector, you have a role to play in this transformation.
As your President, my team of executives and the advisory council are more committed than ever to our shared vision. Let us work together with precision, lead with empathy, and manage experiences with the intentionality our nation deserves.
Thank you for being part of this journey. Let’s make 2026 the year Ghana becomes synonymous with Experience Excellence.
Together, let’s continue to lead the experience conversation.
Let’s Talk CX
Warm regards,
Esther Dokuwaa Ofosuhene
President, CXP Ghana
