Online Reporter
Conrad Mupesa
Mashonaland West Bureau
THE Government has called on private and public service providers to leverage on artificial intelligence (AI) and technology to improve customer satisfaction.
The Government believes that the use of such tools will also have a positive impact on organisational performance.
This was said by Information Communication Technology (ICT) Postal and Courier Services, Minister Tatenda Mavetera, who was represented by her deputy, Dingumuzi Phuti, during a conference organised by the Customer Experience Association of Zimbabwe’s (CXAZ) in Kadoma last week.
Various representatives of business.and organisation and, and government officials attended the two-day event that ran under the theme: “Innovating Public Service Delivery Using Customer Experience Principles,” whose purpose was to reimagine how organisations serve and retain their customers.
“Artificial intelligence presents an opportunity for Zimbabwe to leapfrog in service delivery, efficiency, and innovation,” Minister Mavetera said.
“Whether it is in healthcare, agriculture, education, or government services, AI is helping us understand customer needs faster, personalise services, and reduce turnaround times.”
She said her ministry was working on actively creating an enabling environment that supports the adoption of emerging technologies across all sectors.
Minister Mavetera noted that the private sector was using AI and technology to drive smarter decision-making and automating repetitive tasks, freeing up resources for more strategic functions.
“The Government is working on the adoption of technologies across all sectors, including policy frameworks, infrastructure development, digital skills training, and partnerships with tech innovators,” she said.
“We are not just talking about the future, we are building it now. Our role cuts across public and private institutions, ensuring that every sector can harness digital tools to improve performance, accountability, and customer satisfaction.”
An IT expert, Mr Rodney Munodawafa, who runs a bulk-messaging communication company, said the use of AI was an enabler that amplifies what is in existence, thereby making businesses grow and interactions between organisations and customers effective.
Organisers of the event, which spotlighted the growing importance of technology and, particularly, artificial intelligence (AI) as a core driver of customer satisfaction and organisational performance, said there was a need for organisations to improve customer satisfaction.
CXAZ marketing manager, Mrs Aquiline Mazhawidza said organisations in Zimbabwe continue to improve customer engagement drives as shown by the country’s 2024 index.
“As CXAZ, we conduct Customer Satisfaction Index reports, and as of last year, the customer satisfaction index was at 66 percent, up from 65 percent in 2023,” she said.
“This figure surpasses the continental average of 52 percent, which means that local organisations keep on improving customer engagement.”
Deputy Registrar General Provincial Operations, Mrs Christina Chikerema said the conference allowed attendees to map customer touchpoints and apply data from surveys to better our delivery.
“The Second Republic emphasises the need to create an ease-of-doing-business environment, and this is what we are being reminded about. The ultimate message is that the customer is king, and we should therefore exhaust all ideas to promote that,” she said noting the move aligns with the Second Republic’s National Development Strategy (NDS1).
NDS-1 emphasises that Government departments, ministries, organisations and private players need to create an ease-of-doing-business environment in a responsive, data-driven, and customer-focused manner.
A director of marketing at the Zimbabwe Broadcasting Corporation (ZBC), Mr Fredius Dzumbunu said the conference had raised keys aspects of enhancing service delivery and client management.
“The Customer Satisfaction Index Reports are critical because they point out areas needing further investigation, gaps, and milestones achieved,” he said.
“I am grateful that this conference has brought together key players to deliberate on enhancing service delivery and client
