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    Passion To Make A Difference

    The CEM Africa story is one of passion to transform Africa’s CX landscape

    A Conference With A Purpose

    CEM Africa is a platform that connects CX leaders and practitioners to information and each other. Through collaboration, innovation, and learning, we aim to drive CX forward in Africa.

    Statistics That Matter

    Customer experience in Africa is rapidly evolving, with businesses recognising its pivotal role in driving success. Recent statistics highlight a growing demand for personalised interactions. Consumers expect companies to understand their needs and preferences, and are more likely to engage with brands delivering exceptional experiences.


    The Rise of Customer Experience: For the third consecutive year, customer experience has emerged as the top priority for businesses, surpassing product and pricing considerations. The Temkin Group reveals that companies investing in CX can expect to earn an additional $700 million within three years, with SaaS companies potentially doubling their revenue by investing in CX initiatives.


    Customers Pay More for Great Experiences: A staggering 86% of buyers are willing to pay a premium for a great customer experience. PWC research indicates that this price premium can reach up to 13% (and even as high as 18%) for luxury and indulgence services, solely based on the delivery of exceptional CX.


    CX as a Competitive Differentiator: An impressive 81% of organisations already consider CX as a crucial factor for standing out from the competition. By prioritizing CX, you position your brand as a leader in the industry, attracting and retaining loyal customers.


    Omnichannel Experience Takes Center Stage: Customers today interact with companies through multiple channels, both online and offline. As a result, 80% of companies are investing in omnichannel experiences to ensure consistent communication across platforms. By attending CEM Africa CX, you'll gain insights from industry experts on how to effectively implement omnichannel strategies that drive growth and customer satisfaction.


    Mobile Experience Matters: With 59% of internet traffic worldwide coming from mobile devices, providing a positive mobile experience is critical. Failure to do so can lead to 50% of customers ceasing visits to poorly designed mobile websites. Discover cutting-edge mobile optimisation techniques and tools at CEM Africa CX to ensure your brand thrives in the mobile-driven landscape.


    Proactive Customer Support: Being proactive in addressing customer needs is a differentiating factor. Surveys indicate that over 85% of customers desire proactive communication from businesses. By leveraging predictive analytics and technology, you can identify and resolve issues before they even arise, enhancing customer satisfaction and loyalty.


    Immediate Response Times Drive Satisfaction: Fast response times remain a key attribute in customer experience. Unfortunately, the average response time for customer service emails stands at a staggering 12 hours. By prioritising prompt and efficient customer support, you can foster stronger relationships with your customers and exceed their expectations.

    But change is coming...

    Predicting the future of customer experience (CX) can be challenging, as it is influenced by various factors and trends. However, based on current trajectories and emerging technologies, here are some potential directions CX may take.


    Personalisation and Hyper-Individualisation: CX will become increasingly personalised, with businesses leveraging advanced data analytics and artificial intelligence to deliver tailored experiences for individual customers. The use of predictive analytics and machine learning algorithms will enable companies to anticipate customer needs, preferences, and behaviors, leading to highly customised interactions and offerings.


    Seamless Omnichannel Experiences: The boundaries between physical and digital channels will continue to blur. Customers will expect seamless interactions across multiple touchpoints, such as websites, mobile apps, social media, chatbots, voice assistants, and physical stores. Integration and consistency across these channels will be paramount for delivering exceptional CX.


    Augmented and Virtual Reality: Augmented reality (AR) and virtual reality (VR) technologies will play a significant role in enhancing CX. Customers will be able to visualise products in their own environment, virtually try on clothes, or experience immersive virtual showrooms. These technologies will provide unique and interactive experiences, enabling customers to make more informed decisions.


    Voice and Natural Language Processing: Voice-based interactions will continue to grow in importance. Virtual assistants and voice-activated devices will become even more sophisticated, providing customers with seamless and natural language interfaces. Natural language processing and sentiment analysis will enable businesses to understand customer emotions and intents, allowing for more personalised and empathetic interactions.


    Automation and AI-powered CX: Automation will streamline routine and repetitive tasks, allowing human agents to focus on complex customer inquiries. Chatbots, intelligent self-service systems, and AI-powered recommendation engines will become more prevalent, providing immediate and accurate assistance to customers. However, it will be crucial to strike the right balance between automation and human touch, ensuring that customers can access human support when needed.


    Ethical and Trustworthy CX: As data privacy concerns continue to rise, customers will demand transparency and ethical practices from businesses. Building trust and maintaining strong data security measures will be critical. Companies that prioritise ethical CX and demonstrate responsible data handling will have a competitive edge.


    Emotional Engagement: CX will increasingly focus on emotional engagement and building authentic connections with customers. Companies will invest in emotional intelligence training for their employees to deliver empathetic and meaningful experiences. Emotional analytics will help businesses understand and respond to customer emotions, enabling them to foster long-term loyalty and advocacy.

    CEM Africa is top-notch CX event bringing passionate people together to showcase cutting-edge technologies and bring CX best practices to life.

    Debi Potgieter (CCXP)
    Executive: Client Measure & Management
    Nedbank Ltd

    What We Believe

    At CEM Africa, we are dedicated to being a platform for excellence in Customer Experience (CX). We believe that CX is a transformative force that unites businesses and customers in creating exceptional interactions.

    From established corporations to emerging startups, from CX advocates to industry leaders, we are a diverse community united by our passion for delivering outstanding customer experiences.

    Join us as we break barriers, challenge norms, and embrace the evolving landscape of Customer Experience (CX). Together, we'll redefine standards, inspire innovation, and create unforgettable interactions. Let's shape the future of CX, one exceptional experience at a time.

    Event FeaturesKey Themes Of The Conference

    We explore the pivotal themes that drive current and future trends in customer experience (CX). Our aim is to provide you with a comprehensive understanding of the forces shaping CX practices today and offer valuable insights into emerging trends that will shape the industry tomorrow. Engaging discussions and expert perspectives await, as we delve into the strategies, tools, and best practices that propel CX forward.

    Personalisation and Customer-Centricity

    • Explore how businesses can leverage data, technology, and customer insights to create personalised experiences that cater to individual needs and preferences.
    • Discuss current strategies and emerging trends in personalisation, including the use of AI, machine learning, and customer journey mapping.
    • Highlight success stories and practical tips for implementing customer-centric practices.

    Emerging Technologies and Innovation

    • Showcase the latest technologies shaping the future of CX, such as AI, chatbots, virtual reality, augmented reality, and voice-activated interfaces.
    • Discuss their applications in different industries and how they can enhance customer interactions.
    • Provide insights into how businesses can adopt and adapt to these technologies, highlighting best practices, case studies, and potential challenges to overcome.

    Omnichannel Experiences and Digital Transformation

    • Explore the evolution of omnichannel experiences and the integration of physical and digital touchpoints.
    • Discuss strategies for building seamless customer journeys, optimising mobile experiences, and leveraging social media and other digital platforms.
    • Address the role of digital transformation in enhancing CX and provide practical guidance on implementing and managing successful digital initiatives.

    Emotional Engagement and Human Connection

    • Emphasise the importance of emotional engagement in CX and the power of building authentic connections with customers.
    • Highlight the role of empathy, emotional intelligence, and customer feedback in shaping meaningful experiences.
    • Discuss strategies for training employees in emotional intelligence, fostering a customer-centric culture, and building trust through transparency and ethical practices.

    Data-driven Decision Making

    • Utilise customer data to gain actionable insights and drive informed decision-making.
    • Personalise customer experiences by leveraging data to understand preferences and behaviors.
    • Optimise business processes through data analysis to improve efficiency and effectiveness.

    Continuous Improvement and Agile CX

    • Embrace a culture of continuous improvement to enhance customer experiences.
    • Implement agile methodologies to adapt quickly to changing customer needs and market dynamics.
    • Establish customer feedback loops to gather insights and drive iterative CX enhancements.

    Expert knowledge is paramount

    CEM Africa's program is carefully crafted in collaboration with The Advisory Board, a prestigious assembly of CX leaders, experts, and consultants deeply immersed in the most crucial aspects of customer experience transformation.

    Comprising representatives from diverse industries, including retail, finance, technology, and more, this group of of CX leaders, experts, and consultants actively contributes their insights and real-world experiences to the lively discussions during our event. Together, we shape the future of customer experience, exploring innovative strategies and driving impactful change in the CX landscape.

    VUKA Team Meet The Team

    Terry Southam

    Director: Retail Portfolio

    Terry is the visionary behind our retail events, bringing extensive industry experience and strategic leadership to the table. With a deep understanding of the retail sector, Terry has successfully established and shaped our retail-focused events, fostering valuable connections among industry leaders and addressing key challenges. His expertise and entrepreneurial spirit make our events a must-attend.

    Puja Kedia

    Conference Producer

    Puja is the Producer at our events, responsible for curating an exceptional lineup of speakers. With a keen eye for industry leaders, Puja actively engages top-notch speakers who bring valuable insights to our conferences. Collaborating closely with the advisory board, Puja ensures that our events attract diverse and impactful speakers for an enhanced delegate experience.

    Glanville Valentine

    Sponsorship Sales

    Glanville is a seasoned sales professional with a specialised focus on ECOM Africa sponsorship opportunities. With an extensive network of industry contacts and a thorough understanding of the e-commerce and retail landscape, Glanville connects brands with the right sponsorship packages that align with their goals and objectives. His expertise in sales and sponsorship ensures mutually beneficial partnerships and drives the success of our events.

    Marc Olivier

    Sponsorship Sales

    Marc is a results-driven sales professional who specialises in sponsorship opportunities for CEM Africa. With a deep understanding of the customer experience industry and its key players, Marc identifies strategic sponsorship prospects that align with the goals and objectives of companies. Through his consultative approach, Marc builds strong relationships with sponsors, ensuring their participation adds value to our events and enhances their brand visibility.

    Steven Dennett

    Marketing Manager

    As the Marketing Manager, Steven is responsible for overseeing the overall marketing strategy of CEM Africa. With a wealth of experience in the industry, Steven brings a fresh perspective and innovative ideas to the table. He leads the marketing team, driving brand awareness and engagement through strategic campaigns and targeted messaging. Steven's expertise and leadership play a pivotal role in shaping the success of our marketing efforts.

    Michael Elgar

    Marketing Coordinator

    Michael is a dedicated marketing coordinator with a passion for creating impactful campaigns. He ensures that CEM Africa's marketing efforts are executed flawlessly. Michael brings his creativity and organisational skills to the team, making sure that every aspect of our marketing initiatives is well-coordinated and delivers maximum results.

    Peter Chinanzvavana

    Sponsorship and Delegate Sales

    Peter is a skilled sales professional specialising in delegate and sponsorship sales. With his customer-centric approach, he connects potential delegates with enriching experiences and secures valuable sponsorship opportunities for maximum exposure. Peter's industry knowledge and interpersonal skills drive attendance and forge valuable partnerships at our events.

    Roderick Benjamin

    Delegate Sales

    Roderick is a skilled delegate sales professional at CEM Africa, dedicated to delivering exceptional attendee experiences. With effective communication and relationship-building, he engages potential delegates, ensuring their satisfaction and seamless registration.

    Britney Price

    Event Project Manager

    Britney is a highly skilled and organised event manager with a passion for delivering exceptional experiences. With her meticulous attention to detail and strong project management skills, she oversees the planning and execution of CEM Africa, ensuring that every aspect of the event runs smoothly and seamlessly. Britney's ability to juggle multiple tasks, coordinate with various stakeholders, and keep everything on track enables the team to deliver a successful and memorable event.

    Warda Jakoet

    Customer Experience

    A passionate leader with a determined focus to ensure that the touchpoints across the client’s journey are engaging, efficient and effective. Attention to customer experience has led to Enlit Africa consistently scoring a high NPS score from attendees. Her role in the business has allowed her to travel extensively, connecting with our clients whilst displaying a positive customer centric attitude.

    Rue Limekhaya


    With over 20 yrs experience in organsing African projects across the continent, her focus and attention is to ensure a smooth, enjoyable visitor and delegate experience both online and from the moment the entry badge is collected at the venue. Understanding that we have only one chance to make a good impression she is dedicated in her belief that the customer always comes first.

    Chanelle Benjamin

    Head Of Operations

    Having delivered a full scope of African projects over 13 years demonstrating an ability to manage all aspects of event planning; from conception to execution, while ensuring that events are aligned with our brand. Managing contractors across cultures, to special stand projects for customers, the Operations team deliver against customer objectives to effectively realise customer objectives.

    2024 Sponsors

    Lead Sponsor
    Diamond Sponsors
    Research Partner
    Platinum Sponsors
    Connect SA
    Gold Sponsors
    Service Now
    Smartz Solutions
    Silver Sponsors
    Dimension Data
    Smoke CI
    Innovation Sponsors
    Whatsapp Partner

    Request Further Information

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