Kpunsa Mbinkar

Kpunsa F. Mbinkar is a pan-African Customer Experience (CX) Strategist, Author, and Transformation Leader, focused on advancing customer and citizen experience leadership across Africa. His work centers on helping organizations move from fragmented CX efforts to coordinated, outcome-driven transformation by connecting customer intelligence, operational performance, and measurable business and public-sector results.

He is the Founder and Director of the Africa CX Leaders Forum, a continental platform that convenes senior CX leaders, executives, and public-sector decision-makers to accelerate CX maturity across Africa. Through the Forum, Kpunsa leads landmark CX gatherings, leadership commissions, and collaborative transformation agendas, and is the architect of the Global Customer Experience Index (gCXIndex) a data-driven benchmarking framework designed to measure, compare, and elevate customer and citizen experience performance across organizations, sectors, and countries.

Beyond ecosystem leadership, Kpunsa is deeply committed to CX capability building and professional standards. He has contributed to the design and delivery of customer experience and customer service training programs and certification frameworks used across Africa and internationally, and regularly serves as a CX Awards judge across multiple regions. Through these roles, he supports the development of CX talent, promotes excellence, and helps set global benchmarks for impactful, measurable CX practice.