Author: Sam K. Nkurunziza

Organized by CX Touchpoints Rwanda, the forum serves as a flagship event for customer-centric organizations and leading professionals in customer experience. It aims to bring together key players from both the public and private sectors to learn, network, and reimagine the future of customer experience (CX) in Rwanda.

Customer Service Week is celebrated globally during the first full week of October to honor both customers, the heartbeat of every organization, and the dedicated employees who ensure exceptional service delivery.

In a statement, CX Touchpoints Rwanda said the event offers a platform for senior leaders to unite and share strategies on improving CX across the country.

“This is more than just a meeting—it’s a pivotal moment in transforming customer experiences across the nation,” said the company, which provides customer experience management solutions, training, research, and events.

Attendees are expected to gain exclusive insights into local customer research, including the first-ever deep dive into Rwanda’s Customer Experience Index (CEI).

Throughout the forum, leaders will explore key factors that influence service quality, with discussions centered on innovative themes such as cutting-edge CX technologies, insights from Rwanda’s CEI, developing customer experience competencies, and performance management strategies.

Other topics include voice-of-the-customer programs to elevate service delivery, reinventing employee experience and its impact on CX, and emerging CX trends. Additionally, participants will explore how product experience (PX) and brand experience (BX) can be used as strategic tools to drive customer loyalty.

The high-impact event features an impressive lineup of senior executives from various institutions, including Olivia Ntambara, Senior Manager of Customer Experience at RwandAir, Liliose Nyinawinkindi, Director of Customer Experience and Service Distribution at Irembo, Christine Teta, Senior Customer Experience Manager at NCBA Bank Rwanda and Fidelis Katangwa, Head of Customer Experience at Access Bank.

Other notable attendees include Francine Umulisa, Head of Customer Experience Management at Bank of Kigali, Dr. Mawo Martin, Sales & Marketing Director at Rwanda Mountain Tea, Belinda Mukunde, Head of Customer Service at DHL Express, Richard Kayibanda, Registrar General at Rwanda Development Board (RDB), Christella Umuhire, Head of Marketing at Sonarwa General Insurance, Kpunsa Mbinkar, Lead Customer Experience Consultant at CX Touchpoints Rwanda, Mirko Buonerba, Senior Customer Experience Manager at Sandsiv and Paulin Uwitonze, Deputy Commissioner for Taxpayer Services & Communications at Rwanda Revenue Authority (RRA).

During the forum, the business leaders are expected to share their expertise and inspire actionable strategies to elevate customer experience across Rwanda’s public and private sectors.

The forum marks a new era for Rwandan organizations, aligning with the government’s vision for the country to achieve middle-income status by 2035 and high-income status by 2050.

“By prioritizing customer experience, both local and international businesses will create greater value, improving how visitors experience Rwanda and transforming how citizens engage with their government. The ripple effects of enhanced CX will strengthen Rwanda’s economic standing and foster long-term prosperity,” CX Touchpoints Rwanda explained.

Learn more about the event or the company via their website: https://www.cx-touchpoints.com/

This year’s IOSCO World Investor Week will specifically focus on technology and digital finance, crypto assets, and sustainable finance.

Thapelo Tsheole, the Chief Executive Officer of the Capital Market Authority (CMA) of Rwanda stressed the Authority’s commitment to technology in developing the capital market.

“CMA Rwanda welcomes all Fintech innovations to test their ideas in our Fintech regulatory sandbox. This programme helps both CMA and innovators understand emerging trends in financial technology and regulatory needs through shared learning. It fosters innovation while ensuring we meet our regulatory objectives,” he said.

CMA Rwanda is participating alongside regulators from around the world in a series of activities designed to empower investors and protect their interests.

WIW has two key goals: to promote key messages that support investor education, protection, and financial literacy, and to create learning opportunities for investors. The campaign also aims to strengthen cooperation among IOSCO members on investor education and protection.

“The IOSCO Investor Week aligns with our goal to create a more knowledgeable and secure investment environment in Rwanda. Throughout the week, CMA will engage thousands of current and potential investors through digital platforms to enhance investor education and protect their interests as an educated investor is a protected investor,” Thapelo noted.

During this year’s World Investor Week, CMA Rwanda, Rwanda Stock Exchange, and investment and fund managers will run a digital media campaign to inform the public about saving and investment opportunities in the local stock market.

The IOSCO Investor Week brings together regulators, market participants, and stakeholders from across the globe to promote financial literacy and underscore the importance of protecting investors. Through various educational activities, the event aims to equip people with the knowledge and tools to make informed investment decisions.

CMA Rwanda oversees the development and regulation of the country’s capital market. Its mission is to create a dynamic, transparent, and investor-friendly market that supports economic growth and development in the country.

The celebration, which marked not just Uganda’s history but also its deep ties with Rwanda, was a moment of shared joy and mutual respect between the two nations.

H.E. Rtd. Gen. Robert Rusoke, Uganda’s Ambassador to Rwanda, expressed his deep admiration for Rwanda’s recent achievements and the close relationship that has flourished between the two countries over the years.

“Our history is reflected in our strong ties. Our collaboration extends to addressing regional opportunities, as evidenced by the Joint Permanent Commission that was held in Rwanda in March 2023,” he remarked.

Rusoke noted that the Commission, a key vehicle for fostering cooperation, had resulted in several signed agreements, including those promoting free movement of persons, trade facilitation, and diplomatic consultations.

He also announced that the next Joint Permanent Commission would take place in early 2025 in Kampala to review progress and set new targets for mutual benefit.

Rusoke voiced his heartfelt congratulations for Kagame’s recent victory for the new term of office stating that Rwanda has emerged as a beacon of hope and an example on the African continent.

The ambassador further highlighted the historical ties between Uganda and Rwanda, emphasizing the importance of cooperation and shared goals and underscored the importance of these collaborations for future generations.

“Our countries remain united with projects that will continue to impact relations and create wealth for both nations,” he stated.

The guest of honor, General James Kabarebe, Rwanda’s State Minister of Foreign Affairs and Regional Cooperation, echoed these sentiments. Kabarebe congratulated Uganda on its milestone anniversary.

“I would like to congratulate all Ugandans as you celebrate the 62nd anniversary. Today, we are not only commemorating Uganda’s journey towards self-determination but also its resilience, unity, and unwavering commitment to Pan-Africanism, which has shaped Uganda into the vibrant country we see today,” he said.

Reflecting on the deep connections between Uganda and Rwanda, Kabarebe noted that the two country’s bonds run so deep, extending beyond a common border.

He said both countries share values rooted in mutual respect and a common vision of peace, prosperity, and regional integration and highlighted multiple areas of successful cooperation, including defense, cyber security, migration, and trade, which have brought the two nations closer together over the years.

Kabarebe expressed optimism for the future of Uganda-Rwanda relations and commended the prosperity both nations have achieved and urged for continued collaboration.

“Allow me to express my commitment to further strengthen our bilateral relationship, and express our eagerness to explore new areas of cooperation for the mutual benefit of our two peoples,” he said.

“Let us all overcome our challenges and build a future filled with growth and prosperity. May our friendship continue to flourish and grow as we work hand in hand for the future of our two nations,” he added.

The event was a joyful celebration of Uganda’s independence but also a testament to the enduring friendship and growing cooperation between Uganda and Rwanda.

The dignitaries present reflected on the shared history, values, and vision that have cemented the partnership between the two nations, as both look toward a future of continued progress and collaboration.

Slated to begin on 8th October and continue until 21st October under the slogan “The UAE Stands with Lebanon”, the campaign is aimed at involving the community, institutions, and public sector and private sector organizations.

Speaking about the importance of the campaign, H.H. Sheikh Theyab bin Mohamed bin Zayed Al Nahyan has stressed the utmost importance given by the UAE under the leadership of President His Highness Sheikh Mohamed bin Zayed Al Nahyan to helping the people in Lebanon in their tough humanitarian circumstance.
He expressed confidence in the UAE community – people, businesses and institutions – in standing with people facing crisis situations and extending support to them.

The campaign announcement came close on the heels of President His Highness Sheikh Mohamed bin Zayed Al Nahyan, ordering an urgent relief aid package worth US$100 million as part of the country’s efforts to support the people of Lebanon.

The UAE sent 6 planes loaded with around 205 tonnes of medical supplies, food, relief materials, and shelter equipment. This was done in cooperation with international partners such as the World Health Organisation (WHO), the United Nations Children’s Fund (UNICEF), the United Nations High Commissioner for Refugees, and the International Federation of Red Cross and Red Crescent Societies.

Muhoozi was cautioned by the US Senate Foreign Relations Committee that any further provocation would be “very problematic” and met with “a serious response.”

In posts on X on Friday, Muhoozi gave Ambassador Popp an ultimatum to issue a personal apology to his father by Monday October 7 at 9 am.

Muhoozi claimed that the ambassador had exhibited undiplomatic behaviour, accused him of disrespecting President Museveni, and warned of a “serious confrontation.” The tweets have since been deleted.

The US Senate Foreign Relations Committee responded directly to the deleted posts, emphasising that any further escalation could lead to significant consequences.

“Any further confrontation will be very problematic & met with a serious response,” the committee stated, clarifying that the US Ambassador and the US mission in Uganda engage with the Ugandan government on a non-partisan basis to foster stronger ties between the American and Ugandan people.

Genesis

The root cause of Muhoozi’s online tirade remains unclear. However, speculation suggests it may have been triggered by an alleged letter from Ambassador Popp, reportedly advising President Museveni against seeking re-election in 2026 due to concerns about Uganda’s stability and the broader region.

Meanwhile, the US government also imposed sanctions this week on four Ugandan police officers over human rights violations. The officers are Bob Kagarura, Alex Mwine, Elly Womanya, and Hamdani Twesigye.

President Museveni, once considered a vital ally to the West for regional security, has indicated his interest in extending his presidency beyond its current 40-year span. Muhoozi had previously signaled a desire to succeed his father but has recently called on his supporters to back Museveni’s continued rule.

In response to the escalating situation, US State Department spokesperson Matthew Miller addressed the sanctions imposed on the four Ugandan police officers for “gross violations of human rights,” including torture and inhumane treatment.

Miller reaffirmed that the United States remains dedicated to working with the Ugandan authorities on a broad array of issues and remains committed to upholding justice and accountability for human rights violations worldwide. This includes denying travel visas to individuals with a record of abuse.

The US Embassy in Uganda reiterated Miller’s remarks, stating that the embassy, Ambassador Popp, and the US government continue their usual operations and collaborations with Ugandan officials.

On Saturday 5, during a closed-door meeting of Heads of State, Tshisekedi was represented by Bestine Kazadi, Minister of Francophonie. This has been widely viewed as a deliberate and tactical move to avoid a possible meeting with his Rwandan counterpart Paul Kagame.

Tshisekedi also missed the heads of state luncheon at Petit Palais. In the early afternoon, he was seen at the airport, with close associates noting that he was unhappy and frustrated by Macron’s handling of the DRC-Rwanda crisis.

A DRC representative was quoted as saying that Macron’s diplomacy disappointed his boss, because despite having a positive meeting with Tshisekedi, Macron later delivered a speech that did not meet his expectations.

Congolese officials returning from Paris were angry, claiming that Macron was trying to appease Kagame and that the events in Paris felt more like a “Rwanda summit,” given that the OIF is led by Rwandan Louise Mushikiwabo.

Meanwhile Macron has revealed that he had planned to bring together President Paul Kagame of Rwanda and his DRC counterpart for interactive discussions but this did not happen.

During a presser marking the end of the two-day summit, Macron expressed his commitment to resolving the issues between Rwanda and the DRC. However, Macron explained that Tshisekedi declined an opportunity where a possible meeting with Kagame would happen, citing the strained relations between Rwanda and the DRC.

When asked by a journalist whether France was continuing its efforts to mediate between Rwanda and the DRC, Macron confirmed this and mentioned that he had met with Félix Tshisekedi on October 4 and with Paul Kagame on the morning of October 5.

The French President revealed that in these meetings, he informed both leaders that France and La Francophonie desired peace and security to return to eastern DRC.

DRC officials described the Friday with talks Tshisekedi as positive but expressed their desire for Macron to take a stronger stance in favour of the DRC.

“We understand that Macron wants to mediate, but if that’s the case, he should not be biased. He condemned Rwanda, which is good. But we are asking him to go further and impose sanctions,” Tshisekedi’s representative said

He added that the DRC expected Macron to fully support their position, much like he had with Morocco in its dispute with Algeria.

Throughout the summit, Macron emphasized that France and the OIF were urging both the DRC and Rwanda to continue the Luanda dialogue to achieve peace. He also mentioned that he had conveyed this message to both Kagame and Tshisekedi during their meetings.

“We are clear that France calls for the dismantling of the FDLR and all other armed groups in the DRC, and for hate speech to cease. We also urge political dialogue with M23 and other political actors to pave the way to peace,” Macron said.

During the talks between Macron and Kagame on Saturday, which lasted over an hour, Jeune Afrique reported that Kagame presented Rwanda’s position on the issues with the DRC, stating that Rwanda was open to dialogue aimed at resolving the conflict.

Rwanda’s position on the matter remained unchanged, insisting that the DRC must sever ties with and dismantle the FDLR, while Rwanda would also scale back its security measures.

Macron calls for FDLR’s dismantling, M23’s return to negotiations

President Macron urged the disbanding of the FDLR, a rebel group operating in eastern DRC, and called for the M23 to return to political negotiations with the DRC government.

The plan to dismantle the FDLR has been a key point in discussions between Rwandan and DRC ministers since they met in Luanda in March 2024, with Angola as a mediator.

While it was anticipated that on September 14, 2024, the delegations from both countries would sign Angola’s plan for dismantling the FDLR, the DRC representatives rejected it, despite the known collaboration between DRC forces and the FDLR in fighting M23.

A ceasefire between the M23 and the DRC government forces is another major issue in Luanda talks, although M23 has expressed that it is not bound by these decisions, as it has not participated in the negotiations.

M23’s absence from the talks was prompted by the DRC government’s refusal to engage with them. The group was excluded from the Nairobi talks led by the East African Community, with the DRC accusing them of reigniting conflict, despite M23 denying the accusations.

Angola recently urged DRC representatives to agree to talks with M23, but the DRC again rejected this, stating that it would not negotiate with a group it labels as a terrorist organization.

After the failed talks on September 14, it is expected that Rwandan and DRC delegations will reconvene in Luanda later in October 2024. This was confirmed by Angola’s ambassador to the UN, Francisco José da Cruz, on September 30, 2024.