Zimbabwean customer experience expert Benson Mukandiwa, a Chartered Manager and member of the UK-based Chartered Management Institute (CMI), has been ranked eighth among global Customer Experience (CX) thought leaders by U.S. firm Global Gurus Research Company.
This marks his third consecutive year in the prestigious Top 10, cementing his status as a leading voice in the field. In 2023, he was inducted into the Customer Experience Hall of Fame after securing the 10th position.
Mukandiwa, a globally celebrated strategist and bestselling author, is renowned for pioneering innovative approaches to organizational transformation. Recognized by Thinkers360 USA as a top influencer in customer experience, loyalty, and open-source leadership, his career highlights include receiving Zimbabwe’s National Young Manager/Leader of the Year Award a decade ago—a testament to his early leadership impact.
Leadership and Governance Roles
Mukandiwa holds multiple executive positions, including:
- Executive Chairman (Southern Region) of the Chartered Institute for Customer Management (CICM).
- Executive Board Secretary (Southern Region) of the Customer Experience Association of Zimbabwe (CXAZ).
- National Executive Council Board Member of the Zimbabwe Institute of Management.
- Independent Board Member of Governance, Risk and Compliance (GRC) Network Zimbabwe.
Additionally, he is Founding Chief Editor and Content Officer of The Customer Magazine – Africa, driving CX discourse across the continent.
Global Influence and Expertise
As a Global CX Ambassador (CXWG), Mukandiwa judges major industry events such as the Customer Experience World Games (CXWG) and Customer Centricity Awards in Europe and North America. His expertise spans customer-centric leadership, cultural transformation, and strategy development, with over 20 published books on CX, employee experience, and leadership. Notable bestsellers include Satisfaction and Motivation at Workplaces, The EX-CX Nexus: Balancing The Human Experience Equation, and Elevating Human Experience: Transforming Engagement.
Accreditations and Specializations
A Chartered Manager Fellow (CMgr FCMI) and Certified Practicing Manager (CPMgr CMgr FIML), Mukandiwa is also a Certified Open Source Leader via the UK’s Common Purpose. He holds certifications from the International Association of Facilitators and the International Institute of Business Analysis (Canada). His specialties include CX strategy, leadership development, innovation, and public speaking.
Mukandiwa’s blend of academic rigor, practical insight, and cross-industry experience continues to position him as a sought-after consultant, speaker, and visionary in the global customer experience landscape.
