By Alumni Relations Department

Lucy Kiruthu is a well-rounded management practitioner, Customer Experience thought leader, and business strategist on a mission to inspire positive change in business and society through Customer Experience (CX). Over the last 25 years, Lucy has led over 110 CX projects across 11 countries and trained over 12,000 business leaders and staff members in customer experience. Her motivation has been to see her customers build customer-centric businesses. To do so, Lucy immerses herself in her assignments to fully understand everything about her customers and tailor solutions to meet their needs.

Lucy is a Certified Customer Experience Professional (CCXP) and a member of both the local and global bodies of Customer Experience professionals (ICX-Kenya and CXPA). Lucy holds a Doctorate in Business Administration Strategic Management from USIU-Africa (Class of 2017) where she researched on ‘Organizational Capabilities and Strategy Execution,’ a Master’s Degree in Business Administration (MBA)-Strategic Management from Park University – MO-USA (Class of 2004) and a Bachelor of Science degree from Egerton University-Kenya (Class of 1998). Besides, she has extensively trained in leadership, communications, service excellence, and quality management systems, including ISO 9001 and Kaizen, and holds an Executive Leadership Program Certificate from the Columbia Business School.

As a knowledge worker, Lucy mentors, coaches, teaches, writes and is a researcher. Since 2011, Lucy has been a columnist for the Daily Nation Smart Company, with over 500 articles in the world of business published, and is a seasoned writer for Management Magazine. She has also been a keynote speaker in various conferences and is an adjunct professor of strategy and management at the Chandaria School of Business at USIU-Africa. In addition, she is the proprietor of Evolve CX, a firm building customer-centric businesses across the globe.

Lucy is a founding member of the Customer Experience Academy Africa, Institute of Customer Experience Kenya (ICX-K) and the local Coordinator of the global body of Customer Experience Professionals (CXPA). On the social front, Lucy serves as a co-founder and chair of her former primary school alumni foundation, is a member of TAG, a community-based organization that runs TAG Dairy, and is a volunteer consultant with the Stanford Seed Program, a business transformation program.