July 31, 2025 2:00 pm
By Timothy Wasswa Kisuule
The first-ever Customer Experience Association of Uganda (CXAUG) CEO Breakfast was held at the Kampala Serena Hotel on Thursday, July 31, 2025, and UEDCL is honored to have been one of the sponsors.
The event gave the 15 UEDCL employees who came a fantastic chance to hear and learn from the day’s presenters; Carolyne Gathuru, Ian Golding and Liz Okomba, three of the world’s foremost authorities on customer experience.
Additionally, it was a great opportunity to network with customer experience specialists from other top Ugandan companies, including Equity Bank Uganda, Uganda Airlines and the National Social Security Fund (NSSF).
The Managing Director (MD) Paul Mwesigwa, Head of Customer Experience Evas Bazirakakye, Head of Corporate and Stakeholder Affairs Jonan Kiiza and Head of Commercial and Operations Jesca Zziwa were among the UEDCL employees present. The importance that UEDCL’s leadership places on providing exceptional customer service is demonstrated by the attendance of the MD and these department heads.
This was emphasized by Bazirakakye, who is also a member of the CXA Board. “At UEDCL, we have a very clear vision: we must prioritize our customers. We have to join forces with this worthy cause because of this. For us, providing excellent customer service is not only a strategy but also a national duty. Paul Mwesigwa, the MD of UEDCL, was present, demonstrating the organization’s commitment to customer experience from the top down,” she said.
UEDCL’s support for this historic occasion stemmed from our understanding that fulfilling our mission as a dependable, customer-focused national power distributor depends heavily on customer happiness. UEDCL’s Customer Experience Department plays a key role in advancing the organisation’s customer experience agenda. It is responsible for promoting consistent, seamless, and positive experiences across all customer touchpoints, while embedding a customer-first mindset across the business.
The department manages the digital and voice 24/7 contact center and makes sure that the Quality of Service and Supply Standards (QOSS), which are established by the regulator, are followed. Its efforts are essential to increasing participation, fostering trust, and establishing the business as a utility supplier that prioritizes its customers.
The department, which combines the previous UMEME and native UEDCL Contact Center, is made up of a sizable team of highly motivated employees that work together under one roof. The delivery of customer service is now more coordinated and consistent thanks to this integration.
