BongoHive Consult had the honor of participating in the Chartered Institute of Customer Management (CICM) Conference, where our Executive Director, Lukonga Lindunda, led an insightful session titled “Where CX and AI Merge for Value Addition in Africa.” The session explored the transformative role artificial intelligence (AI) is playing in reshaping customer experience (CX) across the continent, and how businesses can harness AI to address regional challenges and deliver more personalized, impactful customer interactions.

Lukonga highlighted several ways in which AI is revolutionizing industries in Africa, particularly in sectors where data-driven decision-making can drive significant improvements in customer service. One key example shared during the session was AgriPredict—a Zambia-based AI platform designed to support smallholder farmers. AgriPredict provides real-time insights on pest outbreaks and weather risks, helping farmers make informed decisions to protect their crops and improve productivity. This AI-powered solution exemplifies how technology can be leveraged to solve local problems and create value for communities.

Key Takeaways for African Businesses:
Start Small with AI:
Businesses should begin by implementing AI solutions that address specific customer service challenges. Even small, targeted applications of AI can yield significant improvements in efficiency and customer satisfaction.

Prioritize Mobile-First Solutions:
With the widespread use of mobile phones across Africa, businesses should focus on mobile-first AI solutions to ensure they reach underserved communities and cater to a broad customer base.

Leverage Local Expertise:
To ensure AI solutions are culturally and linguistically relevant, it’s crucial to involve local expertise in the design and development of these technologies. This ensures that AI applications are not only technically sound but also resonate with the target audience.

At BongoHive Consult, we are committed to helping businesses navigate their AI journey. Whether you are just starting your first AI project or looking to scale an existing solution, our team is ready to partner with you to unlock new growth and innovation opportunities. Let’s work together to shape the future of customer experience in Africa, driving value and transformation through the power of AI.

For more information on how we can support your AI initiatives, contact us today!