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Randwater

Kamohelo Potloane is a seasoned Customer Experience (CX) professional and business leader with more than 20 years of experience spanning customer experience, customer service, strategic relationship management, marketing, business development and stakeholder engagement. He currently serves in a senior Customer Experience Development leadership role at Rand Water, where his work focuses on advancing customer-centricity and strengthening relationships with stakeholders in the water sector. With a career spanning diverse industries, including financial services, fast-moving consumer goods, healthcare, travel and the public sector, Kamohelo brings a multidisciplinary perspective to the evolving CX landscape. His professional journey has equipped him with valuable insights into customer expectations, service excellence, relationship management and the organisational changes required to deliver meaningful customer experiences. Kamohelo holds a Master of Business Administration (MBA) from Henley Business School and a Bachelor of Commerce Honours degree from the University of Johannesburg. He is also an Accredited Customer Experience Professional (ACXP®) and an Accredited Customer Experience Master (ACXM®), reflecting his commitment to continuous professional development and excellence in the CX discipline. A passionate advocate for customer experience, Kamohelo believes that exceptional service extends beyond processes and technology. It is about understanding people, building trust, listening to stakeholder needs and translating those insights into practical improvements. His perspective is particularly relevant to public-sector CX, where service providers have a responsibility to earn citizens’ trust and deliver experiences that respond to the needs of the communities they serve. As a CX practitioner and speaker, Kamohelo brings a valuable perspective on connecting organisational strategy with human experience, embracing innovation and embedding a customer-first mindset into service delivery. His guiding philosophy is simple: customer experience is not merely about delivering a service; it is about creating trust, demonstrating value and making a meaningful difference in people’s lives.