Alex Muriu
Kenyan customer-experience architect Alex Muriu has spent the past decade turning every support ticket into an insight that fattens the bottom line. After honing his eye for user pain points in Nairobi tech start-ups and digital-marketing agencies, he was tapped by Absa Bank Kenya in 2019 to rescue a bruised Net Promoter Score. Within two years his data-driven playbook, sentiment mining, proactive care squads, and a “voice-of-customer” war room, lifted satisfaction by double digits and became a regional benchmark for the Absa group. That success caught the attention of global fintech Moniepoint Inc., which in 2023 named him country head of customer success, trusting him to keep Kenya’s two million merchants transacting smoothly on a platform that now processes billions of shillings daily.
Muriu’s impact extends beyond the dashboard. He co-founded Unthinkable Kenya, a peer community that pairs C-suite leaders with early-stage founders for midnight “pit-stop” sessions on strategy and mental fitness, seeding a pipeline of resilient entrepreneurs. A frequent speaker on CX automation and behavioral economics, he is currently piloting AI-powered service bots in local languages and designing a scholarship to channel call-center talent into product-management roles. His north star remains constant: when customers win effortlessly, the entire ecosystem scales.