Content CX Consulting is a company that offers customer service consultancy to organizations and business ventures in both the public and private sector.

Our services are driven by the diversity of disciplines reflected in businesses and their customer experience. Our target is to positively improve the customers’ experience, and impact customer retention and loyalty. Our portfolio of expertise includes strategic management, global marketing, business administration, customer relationship management, cross-cultural management, leadership and business competitiveness. Our sector specialists cut across oil and gas, aviation, financial services, hospitality, legal, education, insurance, telecommunication, government, transport, media,NGOs, real estate, security and automotive services among others. Our expertise will help you achieve a customized approach.


Content CX Consulting supports organizations in improving customer experience and customer loyalty, which will ultimately result in greater revenue and better reputation. We achieve this through positive interactions with your customers to earn their advocacy and inform consistent delivery of experiences to drive top line growth. By understanding your customers’ needs, we will work with you to incorporate corporate research, consultancy, monitoring and evaluation (M&E) measurements and training to develop customer service strategies that will meet their expectations.


Delivering consistent value-added services that help clients realize improved customer experience.


To be the most sought after customer experience consultancy firm in Africa.



  • Excellence- Excellence in attaining high standards.
  • Patience- Patient enough to walk with you through your journey.
  • Commitment- Commitment to optimizing and maintaining distinctive quality of service.
  • Persistence- Persistence in finding customized solutions.
  • Desire- Desire to improve organizational culture towards achieving outstanding customer experience.



We offer customer service related solutions and fresh ideas through comprehensive consulting services. We analyze your current culture and formulate vital solutions for building your ideal organization.

  • Designing and improving customer’s voice
  • Best Practices in Customer Care
  • Predictive analytics and ROI modeling
  • Customer experience design and strategy
  • Customer experience measurement tools and analysis
  • Staff engagement
  • Mystery shopping

Customer Service Training & Learning

Through our world-class customer service training and learning programs, we build exceptional customer service staff and teams and help increase customer loyalty. As a NITA certified organization, we offer short courses and customized training workshops on customer service on:

  • Complaint resolution
  • Service-based selling – Cross and Up selling
  • Building customer loyalty, customer acquisition and retention
  • Emotional Intelligence
  • Managing customer expectations
  • Brand representation
  • Exceptional Communication Skills

Monitoring & Evaluation (M&E) and Measurement

We conduct surveys and provide you with detailed reports, analyzed data and recommendations for your customer experience improvements.

  • Bench-marking and performance evaluation
  • Employee Surveys, In- depth Interviews and Focus
  • Measurement of the service performance


Naima Mwina Mwawasi
Founder and Managing Director

Naima’s professional qualities skills and focus have been the founding blocks of Content CX Consulting.

Serah Ng’endo
Administrator/Customer Service Executive

Serah is responsible for the coordination of the office activities and administrative functions of the company.

Nana Kimemia
Business Analyst and Training Consultant

Experienced Business Analyst Professional who is proficient in requirements gathering and specifications writing. Strong analysis, strategic and operational design capabilities with excellent problem-solving skills.


Have questions?

Feel free to get in touch with us and we will definitely get back to you asap! Send us a smoke signal, a message in a bottle, a tweet, IG message, Facebook inbox, LinkedIn message or perhaps, just contact us the old fashioned way.

24144 – 00100 Waumini House, Westlands Road, 2nd Floor

+254 20 4400631

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