Kapinga to grace TACEC 2026 as event speakers unveiled

DAR ES SALAAM: The Minister for Industry and Trade Judith Kapinga will officiate the upcoming Tanzania Annual Customer Experience Conference (TACEC) set on July 10, 2026 in Dar es Salaam.

Organised by the Chartered Institute of Customer Management (CICM), the conference will among others be used to unveil the 4th Tanzania National Customer Satisfaction Index (NCSI) report.

NCSI is the most rigorous and comprehensive measurement of customer satisfaction levels across Tanzania’s economy as it provides an evidence based, nationally representative assessment of how Tanzanian customers experience services across major sectors.

It employs a scientifically validated methodology aligned with global best-practice customer satisfaction measurement frameworks, ensuring that Tanzania’s results are both locally relevant and internationally comparable.

Meanwhile, the CICM management has released a complete list of distinguished speakers who will share the podium during the conference to fully engage the active audience.

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The speakers are Mr Gilead Teri, the Director General at Tanzania Investment and Special Economic Zones Authority (TISEZA), Associate Professor at Mzumbe University – Prof. Emmanuel Chao, CICM Executive Director – Dr. Rinos Mautsa, Head of Customer Experience at CRDB Bank – Ms Yolanda Urio and BEEM Chief Executive Officer – Mr Taha Jiwaji.

Others are SGA Security Managing Director – Mr Eric Sambu, Yas Tanzania Customer Experience Director – Ms Mwangaza Matotola, Noesis Strategic Institute – Chief Executive Officer – Mr Murtaza Versi, Kilombero Sugar Commercial Director – Mr Fimbo Butallah, TANESCO Trade and Marketing Professional – Mr Juma Msuya while TNCC Director: Planning, Research and Project – Mr Leonard Masai will be the Moderator.

However, according to part of the TNCSI report – 2025 edition set to be shared during the conference, it indicates that since 2022, the Chartered Institute of Customer Management has tracked Tanzanian’s service quality trajectory with one conviction that citizens deserve to know how well or how poorly the institutions that shape their daily lives are performing.

“This year, that conviction carries more weight than ever as Tanzania has improved 17.6 percentage points in five years, a proof that change is possible when organisations take customer experience seriously.

“The 2025 TCSI engaged 5,500 Tanzanians across 15 regions from the streets of Dar es Salaam to the Islands of Pemba, from the foothills of Kilimanjaro to the trading centres of Mbeya.

“Their voices produced a national CSI of 67.8 percent, the highest this index has ever recorded and an unambiguous signal that Tanzania is improving…what this data tells is not simply that some sectors are doing well than others.

“It tells that exceptional customer experience is achievable in Tanzania with existing resources and talents…the leaders in this report whether a bank, a courier company, a hotel group or a regulatory agency are proof that the standard is attainable,” reads part of the report.

It further elaborate that this edition marks a new institutional chapter as CICM has formalised Memoranda of Understanding with the Tanzania Marketing Science Association (TMSA) and the Tanzania National Chamber of Commerce (TNCC).

“From 2026, the TCSI will be co-designed, coresearched, and co-published by these three institutions, deepening academic rigour, expanding private sector voice and anchoring this index as a permanently Tanzanian institution with the 2026 report expected to be published in May 2027,” the report says.