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About the training

We live in the age of the customer, mSurvey is enabling businesses to leverage on customer experience to build their brand loyalty and grow their revenue. Our passion for transforming business on the African continent through quality customer feedback inspired us to host Africa's first ever Customer Loyalty Certification NPS Executive Masterclass on 5th & 6th December.

Richard Owen, co-creator of NPS, former CEO at Satmetrix and published author on NPS methodology will be presenting the best practices in NPS and the competitive and financial success in the segments of the market that you seek to win.

Re-Imagine Customer Experience with top executives and Customer Experience practitioners from leading brands such as Java House Africa, Safaricom Limited and KCB Bank Group.

#NPS Let's talk about Net Promoter Score

Schedule Detail

#NPSmasterclass Know What to Expect > >

  • event speaker

    Kenfield Griffith - Host - Co-founder & CEO mSurvey

    A Caribbean of Bajan/Montserratian descent, was a PhD student at MIT when he created mSurvey. While there, he spent months experimenting with geometric models, computations and algorithms, trying to bring his building automation innovation to Kenya. After running into several roadblocks, Ken realized the problem wasn’t the technology but a basic lack of contextual data. He established mSurvey in the heart of his first target market in Nairobi, Kenya, pulling together a visionary team of home grown talent and fellow MIT alums with decades of combined experience in research, mobile telecommunications and technology.

  • event speaker

    Richard Owen - Co-creator of NPS & CEO at OWEN CX Group

    Richard Owen is the founder and CEO of the OWEN CX Group, an organization with the singular purpose of helping corporations achieve success with their customer experience programs. OWEN CX Group is re-imagining how the art and science of NPS can be brought together to transform business. Richard has enjoyed a 30 year career centered around the use of technology to transform business operations. As an executive at Dell Computer Corporation, he oversaw the re-engineering of the companies supply chain operations and, as VP of Online, the scaling of the world’s largest electronic commerce business of the 1990s. He has led two software companies to successful exits, with AvantGo (mobile enterprise software) achieving a public listing on the Nasdaq and Satmetrix, the cloud software co-creator of NPS, sold to NICE Systems. Richard has held several board positions in both public and private companies and has served on compensation, audit and special board committees.
    Richard holds an undergraduate degree in Mathematics and Economics from the University of Nottingham, England, and an MBA From the MIT Sloan School of Management. He lives with his wife Susan and son Alex in the Bay Area, California.

  • OPEN 1

    Philosophy Classroom approach Ripple model


    The underlying ideas behind NPS and its implementation

  • DATA

    Creating the data asset Laying the foundations for action


    Getting to root cause Getting value from data


    Engaging the organization Driving change

  • CLOSE 1

    Day 1 recap

  • OPEN 2

    Revisit the Ripple Lessons from Day 1


    Building the team The wider organization


    Resources and assets Strategies


    Understanding the financials The big picture


    Success and failure drivers Building the roadmap

  • CLOSE 2

    Day 2 recap

Our Speakers

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Hon. Najib Balala, EGH.
Cabinet Secretary for Tourism

Hon. Najib Balala, EGH, is Kenya’s Cabinet Secretary for Tourism. He previously served as Kenya’s Cabinet Secretary for Mining in 2013. He is currently the Chair of the United Nations World Tourism Commission for Africa (CAF) and was voted Best Tourism Minister in Africa in 2009 by Africa Investor (AI).

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Zain Verjee

Seasoned journalist & founder at aKoma

Meet the Moderator Zain is a globally recognized and respected journalist. She worked at CNN for 14 years as a news anchor, reporter and interviewer. Her passion for Africa led her to create her own Africa based production company aKoma which tells stories from African perspectives. She was appointed a UNICEF Children’s Advocate for ‘A Promise Renewed’ promoting child survival globally.

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Joshua Oigara

CEO & MD at KCB Group

MEET THE PANELISTS: Joshua is the CEO & MD at KCB Group. He is listed as one of the top 100 youngest and most influential economic leaders in Africa. He was named CEO of the Year in East Africa by the Banker Africa. He is also the Chairman of the Energy and Regulatory Commission of Kenya, and a Director of the Vision 2030 Delivery Board. He has a passion for enabling inclusive prosperity through simplifying and enabling access to financial services.

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Ken Kuguru

Group CEO, Java House

Meet the Panelist Ken is the Group CEO of Java House, East Africa's largest restaurant company with more than 60 branches & over 2000 employees. He previously worked at Philips, Shanghai as a Commercial Head & Regional Marketing Director.

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Jannet Atika

Director Customer Operations

Meet the Panelist With over 23 years’ experience in the telecommunications sector cutting across Public Relations, sales, marketing & customer experience Jannet Atika heads customer care operations at Safaricom with a team of 2000+. She also serves as a board member of Institute of Customer Experience (ICX) & Women Corporate Directors (WCD) Kenya.

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Angela Wamola

Strategic Engagement Director GSMA (SSA)

Meet the Panelist Angela is the Strategic Engagement Director for Africa, with the GSM Association, a trade body that represents the interests of 800+ mobile operators worldwide. She’s spent over a decade in the mobile industry & served as the first and only, senior woman in Safaricom’s technology division leadership team.


Tribe Hotel, Village Market

Market Road, Nairobi, Kenya

Tribe is a luxury boutique hotel in Nairobi. Located in the heart of Nairobi's sophisticated Gigiri district, adjacent to The Village Market, the region's best shopping centre.

The Cost for the event will be