What You Need to Know
The public sector in Kenya is being encouraged to enhance service delivery by adopting experience management strategies. A recent report indicates that organizations linking strong customer experience to revenue growth are investing in staff training. Collaboration between public and private sectors is essential for improving citizen trust and service excellence, according to experts at the Africa
Africa-Press – Kenya. The public sector has been urged to embrace experience management to improve service delivery to Kenyans.
This, as the CX Excellence Maturity 2025 Report by the Institute of Customer Experience (ICX) shows 47 per cent of organisations link strong customer experience to higher revenue.
About 61 per cent invest in staff training, highlighting that customer-centric principles such as staff capability, empathy and experience design are increasingly critical in improving public sector service delivery and citizen trust.
Speaking at the seventh edition of the Africa Annual Customer Experience Conference 2026, Kenya School of Government director general Nura Mohamed, called for stronger collaboration between the public and private sectors to drive transformation.
“Public and private sectors must align, from silos to synergy, from competition to co-creation of better experiences. Let us commit to power this next frontier, to deliver not just services but excellence in every experience,” Mohamed said.
He said there is need to standardise customer experience across government institutions.
“ Service delivery in the public sector differs significantly from the private sector in structure, mandate, and scale. We have proposed the establishment of a Customer Experience Center of Excellence to guide policy, set standards and drive consistency in service delivery across government,” he added.
ICX Kenya chairman Joseph Choge noted that organizations must fundamentally rethink how they deliver value, emphasising that Experience Management and Customer Experience are not operational functions, but strategic disciplines.
“Across both the public and private sectors, we are witnessing a fundamental shift. Competitive advantage is no longer defined by product, price or efficiency alone; it is defined by experience,” Choge said.
This, he said, calls for a deeper, data-driven understanding of customer and citizen needs, and the ability to translate insight into meaningful, measurable action.
“While the private sector focuses on personalisation and seamless service delivery, the public sector must prioritise trust through transparency, reliability and citizen-centered systems. In both cases, the expectation is the same: experiences that are consistent, meaningful and human-centered.”
ICX is an African professional body championing service excellence and customer-centric growth across sectors.
The public sector in Kenya has faced challenges in service delivery, often criticized for inefficiency and lack of responsiveness to citizen needs. Recent initiatives aim to transform this landscape by emphasizing customer experience and collaboration with the private sector. The push for improved service delivery aligns with global trends where organizations recognize the importance of customer-centric approaches in achieving operational excellence. As Kenya strives for better governance and service provision, the focus on experience management is seen as a crucial step towards rebuilding trust and enhancing public services.
