Built with the Africa CX Leaders Forum

Africa's trusted CX knowledge engine.

The CX knowledge platform for Africa. Ask a question about strategy, measurement, or what's working across the continent — and get structured, trustworthy intelligence in minutes instead of hours.

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About Navi

Think of it as a CX expert working with you every time.

Navi exists to make Africa-relevant CX knowledge, frameworks, and best practices consistently accessible to professionals across the continent. It is a conversational AI platform that reasons over a governed, multi-layer Knowledge Hub.

Instead of spending hours searching for sources or building frameworks from scratch, you ask a question and get structured, actionable intelligence — backed by evidence, not assumptions.

Built by CIOS Technology AG (Switzerland) in partnership with the Africa CX Leaders Forum, a growing community of CX professionals from over 30 African countries.

Powered by CIOS Technology
Multi-step reasoning
Breaks complex CX questions into structured thinking chains — connecting theory, context, and evidence before answering.
Cross-source synthesis
Combines insights from academic research, practitioner cases, and institutional reports into one coherent answer.
Knowledge Hub–grounded output
Every answer traces back to the 6-layer KH. If the evidence isn't there, Navi says so — no fabrication, ever.
Continuous learning
Every time Navi reasons through a problem, it produces structured insights that feed back into the Knowledge Hub. Combined with ongoing curator contributions, the system deepens over time.
See Navi in action

A conversational experience built for CX professionals

From structured research to quick insights — Navi meets you where you are and adapts to how you work.

hub.navi.africa
Recent chats
Improving CX in Morocco
NPS benchmarks — Africa
Digital onboarding flows
Journey mapping: telecom
Memories
CX maturity frameworks
Voice of Customer tools
Regional compliance notes
How can I improve CX performance in the Moroccan market?
Navi
Morocco's CX landscape is shaped by rapid digital adoption, a young multilingual population, and growing service-sector competition. Based on the Knowledge Hub, here are key levers:

1. Localised language support — Customers in Morocco switch between Darija, French, and Arabic. Offering seamless multilingual touchpoints increases satisfaction by up to 34%.

2. Mobile-first journeys — With 72% of digital interactions happening on mobile, redesigning service flows for small screens is critical…
hub.navi.africa
Chat with Navi
Practical CX guidance for Africa, sourced from vetted research, frameworks, real-world playbooks and use cases.
Ask Navi a question...
powered by CIOS   |   curated by CX Leaders

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Why Navi exists

Africa's CX knowledge deserves a single trusted home.

Africa's Customer Experience knowledge is growing rapidly, driven by practitioners, organisations, and the work of the Africa CX Leaders Forum and its 8 thematic commissions. Research reports, frameworks, case studies, practical guides, and emerging standards are being developed to address real CX challenges. Yet this knowledge remains fragmented — spread across documents, discussions, and disconnected platforms — making it difficult for professionals to access, trust, and apply it effectively.

01

Curated, governed knowledge

Navi's authoritative answers come from a PhD-grade Knowledge Hub — a multi-layer system of peer-reviewed research, institutional reports, and validated CX evidence. It can draw on trusted public sources for general orientation, but always validates external information against the Knowledge Hub before including it.

02

Africa-first calibration

Navi's Knowledge Hub includes sector-specific intelligence across banking, telecoms, retail, insurance, public services, and tourism — calibrated for how CX actually works in African markets, not retrofitted from Western assumptions. Learn more about CX in Africa →

03

Strict guardrails

Navi never speculates, fills gaps, or presents opinions as facts. Every answer is grounded in explicit evidence. If the data is not there, Navi says so and stops. No hallucinations. No guesswork.

Capabilities

Ask anything. Create anything.

Navi helps you in two ways: answering CX questions with evidence-based depth, and creating practical work outputs that save you real time.

🔬

CX fundamentals & theory

Understand what Customer Experience really means in practice, how value is created, how service systems operate, and how CX connects to business performance — so you can make informed decisions with clarity and confidence.

📏

Measurement & evidence

Know what to measure, how to measure it correctly, and how to interpret results with confidence — enabling you to focus on what truly matters and make data-driven CX decisions that lead to real impact.

🌍

Industry & country context

Apply CX approaches that reflect your industry and operating environment, with insights tailored to sectors like banking, telecoms, retail, insurance, public services, and tourism across African markets.

🔧

Interventions & change

Move from insight to action by identifying the right improvements to implement — from service redesign to complaint handling and change management — ensuring your CX efforts deliver measurable results.

📊

Reports & templates

Create clear, structured outputs that support analysis and decision-making, including CX assessments, VoC summaries, customer insight briefings, and executive reports ready for use.

📋

Surveys & frameworks

Design effective surveys and apply proven CX frameworks — from journey mapping to governance models — helping you standardise your approach and align with best practices across Africa.

The Knowledge Hub

Six layers of structured reasoning.

Not a library of interesting CX content. A multi-layer reasoning system that enables Navi to think structurally about Customer Experience.

Layer 1

Canonical CX Theory

Defines what CX is, how value is created, how service systems work.

Layer 2

Measurement & Causal Modeling

Validated scales, causal inference, customer lifetime value models.

Layer 3

Industry Calibration

Sector realities with deep African coverage and curated use cases.

Layer 4

Cultural & Institutional

Trust, governance, cultural expectations across African countries.

Layer 5

Intervention & Change

Service redesign, change management, complaint handling playbooks.

Layer 6

Governance & Learning

Protects the system from drift and ensures ongoing quality and credibility.

How it works

From question to clarity in three steps.

Conversational by design. No dashboards to learn. No reports to generate. Just ask.

1

Ask your question

Type anything about CX in natural language — a challenge, a specific market, a methodology, or what's working elsewhere on the continent.

2

Get curated intelligence

Navi searches its Knowledge Hub — verified insights, frameworks, and examples from across Africa — and synthesises an answer grounded in evidence.

3

Act with confidence

Use what you learn to inform strategy, build a business case, train your team, or benchmark your approach against peers across the continent.

Use cases

How practitioners use Navi.

Strategy

Benchmarking CX maturity

Compare your organisation's maturity against peers in your sector and region. Understand where you stand and where to invest.

Operations

Designing VoC programmes

Learn how African organisations have built effective Voice of Customer programmes — even with low survey response rates.

Service Design

Journey mapping for local context

Frameworks for mapping journeys that account for cash economies, mobile-first behaviour, and multi-channel realities.

Financial Services

Reducing churn in banking

Case studies of how African banks and fintechs have tackled customer churn using CX-driven retention strategies.

Telecoms

Improving contact centre CX

Playbooks for transforming contact centres — from agent enablement to omnichannel integration.

Public Sector

Citizen experience transformation

Governments redesigning citizen services around human-centred principles, from health to municipal services.

Curator Programme

Help shape Africa's CX knowledge base.

Curators are trusted contributors who help grow the Knowledge Hub. They contribute use cases, best practices, research, and field experience from African CX practice. Their contributions are reviewed internally before being accepted.

Curators are selected based on engagement, domain knowledge, and ability to evaluate source quality. Active participation in Navi and the broader CX community is an important factor.

CX Leaders
Heads of Experience
Service Designers
CX Consultants
Academics & Researchers
Public Sector Leaders
Apply to become a curator

Or email [email protected]

"The best CX insights in Africa aren't published in global journals — they're in the heads of practitioners who've solved real problems in real markets."
— The vision behind Navi's curator model
Who it's for

Built for the people shaping CX across Africa.

🏢

CX Leaders & Practitioners

Strategic intelligence to benchmark, prioritise, and build the case for CX investment in African enterprises.

🎨

Service Designers

Frameworks, journey maps, and case studies for human-centred design across diverse African markets.

📊

CX Consultants & Advisors

A trusted reference library to strengthen advisory work with Africa-specific evidence and methodologies.

🏛️

Public Sector Leaders

Citizen experience insights and transformation playbooks from governments and institutions across the continent.

🎓

Academics & Students

Research-grade CX knowledge grounded in African practice — ideal for case studies and curriculum development.

🤝

CX Association Members

Members of CX associations and commissions who want to advance practice through evidence-based guidance.

Ecosystem

Navi helps you understand and learn. CIOS helps your organisation act and measure.

Two products built on the same cognitive AI core, serving different purposes. Navi is where many professionals start; CIOS is where organisations scale.

Knowledge & Learning

Navi

Trusted community knowledge, individual learning, adoption, and standardisation of CX practice across Africa. Built for the Africa CX Leaders Forum & Community.

  • Curated community knowledge
  • Individual learning & adoption
  • Standardisation of CX practice
  • Evidence-based answers & outputs
  • Conversational, personal companion
Execution & Operations

CIOS

An operating system by CIOS Technology AG for trusted organisational data, prioritisation and execution, ownership, and measurable business outcomes.

  • Trusted organisational data
  • Prioritisation & execution
  • Ownership & accountability
  • Measurable business outcomes
  • Full Customer Intelligence OS
FAQ

Frequently asked questions.

What is Navi?+

Navi is your AI-powered CX knowledge companion, built specifically for Customer Experience professionals in Africa. It gives you access to a curated, evidence-based body of CX knowledge — grounded in academic research, African industry data, and real-world use cases — and helps you reason through CX challenges with clarity and context.

How is Navi different from ChatGPT?+

Three things: curated, governed knowledge — Navi's authoritative answers come from a PhD-grade Knowledge Hub, and it validates any external information against it before responding. Africa-first calibration with deep coverage of African markets. And strict guardrails — Navi never speculates or presents opinions as facts.

How does Navi ensure quality?+

Quality is governed through an evidence hierarchy (peer-reviewed research at the top), strict layer separation, community curation with internal quality review, formal governance under a Knowledge Hub constitution, and regular maintenance reviews.

Is my data secure?+

Yes. Each user has their own private, isolated space. Your questions, history, and context are never visible to other users and never mixed into the shared Knowledge Hub. Only you can see your conversations.

What languages does Navi support?+

You can ask questions in your preferred language — including English, French, Swahili, Afrikaans, and others. Navi will respond in the same language you use.

Does Navi remember previous conversations?+

Yes. Navi remembers your previous questions and builds on earlier conversations, avoids repeating itself, and can guide you progressively deeper into a topic over time.

Is Navi free to use?+

Navi is currently available as a community tool, built with and for the Africa CX Leaders Forum. Request early access to be among the first to use the platform.

What does Navi NOT do?+

Navi does not ingest or analyse your customer data, monitor CX performance, create organisational tasks, or provide legal/financial advice. When your CX work moves from knowledge to execution, the appropriate product is CIOS — the full Customer Intelligence Operating System.

How is Navi connected to the Africa CX Leaders Forum commissions?+

Navi is directly powered by the work of the Forum's commissions. Research, frameworks, and outputs developed by each commission are structured and integrated into Navi, making them accessible and usable for professionals across Africa.

Will Navi include Africa-wide CX standards and frameworks?+

Yes. Navi is designed to be the central place where emerging CX standards, frameworks, and best practices across Africa are brought together, structured, and made accessible for consistent application.

Request Early Access to Navi

Register now for early access to Navi — your request will be reviewed within 48 hours.

You will receive an invitation link via email once accepted.

Become a Certified CX Curator

Help us shape Africa's CX knowledge base. Join our network of verified experts contributing insights and best practices.

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