NICO’s Catherine Kaimila crowned Africa’s top CX leader

A Malawian insurance executive has been crowned one of Africa’s leading customer experience champions — after being named 2026 Africa CX Leader and scooping the coveted Customer Service Personality of the Year gong at this year’s IMM Awards.

Catherine Kaimila, who heads up customer experience at NICO, opened up about the double honour — and revealed the simple philosophy driving her extraordinary rise: putting PEOPLE first, no matter what.

Reflecting on being named among Africa’s top CX leaders, a humbled Kaimila insisted the recognition comes with serious responsibility attached.

“It is a great honour and a reminder of the responsibility that comes with championing customer experience. CX is about more than processes; it is about how we make people feel at every interaction,” she said.

She revealed her mission at NICO goes far beyond ticking boxes — insisting she’s on a crusade to build a culture where EVERY employee understands they play a role in shaping how customers feel.

On landing Customer Service Personality of the Year, Kaimila said the award recognised something she’s passionately believed in throughout her career.

“It is an honour to be recognised by IMM for something I genuinely believe in: putting people first. I want every customer to feel heard, valued, respected and understood,” she said — adding that even when customers can’t get the outcome they want, empathy should never be in short supply.

Asked to recall a customer interaction that left a lasting mark, Kaimila described the powerful impact of simply LISTENING.

“Seeing the relief and appreciation of a customer simply because someone took the time to listen and follow through reminded me that every interaction is about a person who wants to feel valued. Sometimes, a small action can make a lasting difference,” she revealed.

And for anyone facing an irate customer? Kaimila shared her tried-and-tested formula for defusing even the trickiest confrontations.

“I start by listening without becoming defensive. I acknowledge the concern, understand the issue and focus on finding a solution,” she explained.

Crucially, she insisted winning arguments has never been the goal.

“Even when we cannot give customers exactly what they want, we can respond with empathy, transparency and accountability. For me, it is not about winning an argument; it is about restoring trust,” she said.