Driving Government Buy-In for CX: A Plug-and-Play Toolkit for Leaders Using the Five Disciplines Framework
Presented by Rebekah Zadok Mugisha, MBA
Translating customer experience principles into sustained public-sector action can be challenging—particularly in complex, regulated, and highly diverse service environments.
In this session from CX Leaders Advance, Rebekah Zadok Mugisha, MBA, introduces a practical, plug-and-play Citizen Experience Blueprint built on the CXPA CX Framework. Drawing on public-sector work across Africa, she explores how government leaders can move beyond CX concepts and create a structured approach to implementation.
Rebekah leads the Africa CX Leaders Forum's Public Sector Governance Commission, a pan-African working group with representation from across the continent. She shares lessons from the blueprint's development and adoption, from its initial launch in Kigali through its continued evolution.
What you'll learn:
- How CX principles and competencies can be applied in government settings
- How to use the Citizen Experience Blueprint to move from policy intent to sustained execution
- Practical approaches for integrating CXPA's five CX Framework competency areas into public-sector initiatives
- How to build internal support and leadership buy-in for citizen experience
- Lessons from cross-country public-sector CX work across Africa
- How practical tools can support more consistent, citizen-centered service delivery
Whether you're leading a government CX initiative, working to improve public services, or seeking greater organizational support for citizen experience, this session provides a practical framework and tools you can adapt to your own environment.
CXPA members can access this course at no cost by signing in. Non-members can join CXPA to receive access or purchase the course individually.
This course is eligible for 1 CCXP recertification credit.