CEM Johannesburg edition| VUKA Group

CEM Africa Johannesburg | 10 - 11 November 2026 | NH Hotel, SandtonCONNECT WITH THE LEADERS SHAPING CUSTOMER EXPERIENCE IN AFRICA

Practical CX insight, senior decision-maker access and high-value business connection

Join customer experience, service, digital, marketing and transformation leaders for two focused days of workshops, case studies, solution discovery and purposeful networking.

Attend to gain practical strategies and relevant connections. Sponsor to position your brand, engage senior decision-makers and create qualified commercial opportunities.

Practical workshops and peer-led CX insight
Access to senior leaders across business and technology
Solution discovery and purposeful business networking
Celebrate excellence at the CEM Africa Awards, recognising the teams and organisations raising the standard for CX across Africa.

Explore Sponsorship Find out more

Building Trust. Driving Growth. Shaping the Future.

Five parallel workshop sessions move through AI & governance, customer intelligence, leadership & influence, contact centre operations and journey design closing with the CX Awards ceremony.

10 Nov · Session 1 AI, Trust & Governance

THE NEW CUSTOMER REALITY

Workshop 1 Panel: The Trust Problem: Can Customers Trust an Experience They Can’t See
Workshop 2 Reserved For KPMG
Workshop 3 Panel: Designing for How Customers Feel
Workshop 4 Workshop 1.4 Reserved For Diamond Sponsor
Workshop 5 Converge Panel: Retail Is Being Rewritten: The New Rules of How Consumers Discover, Shop & Belong (Converge Roadshow)
Workshop 6 Converge: Reserved For Diamond Sponsor
(Converge Roadshow)

10 Nov · Session 2 Customer Intelligence

UNDERSTANDING THE CUSTOMER

Workshop 1 Panel: The Customer Doesn't Tell You Everything
Workshop 2 Reserved For Platinum Sponsor
Workshop 3 1Stream: Beyond the Demo: Making AI Voice Agents Work in the Real World
Workshop 4 Workshop 2.4 Moments That Matter: Where CX Is Won or Lost
Workshop 5 Retail Media: Turning Customer Attention Into a New Revenue Stream
(Converge Roadshow)
Workshop 6 Unified Commerce: One Customer, One Stock Pool, One Connected Experience
(Converge Roadshow)

10 Nov · Session 3 Leadership & Influence

MAKING CX EVERYONE'S RESPONSIBILITY

Workshop 1 Panel: CX Beyond the CX Team: Who Really Owns the Experience?
Workshop 2 Rogerwilco: Unpacking the CX 2026 Report
Workshop 3 XMwize Solutions: Help Us Write the Human-First CX Book: Your experience. Your ideas. Your words. Join this interactive workshop and help co-author a one-of-a-kind Human-First CX book
Workshop 4 Workshop 3.4 Reserved For Diamond Sponsor
Workshop 5 WhatsApp & Marketplace Commerce: Where Will the Next Retail Sale Come From?
(Converge Roadshow)
Workshop 6 Reserved For Diamond Sponsor 2
(Converge Roadshow)

10 Nov · Session 4 Contact Centres & Service Ops

DELIVERING THE EXPERIENCE

Workshop 1 Panel: From Contact Centre to Experience Centre: The Human + AI Workforce
Workshop 2 Reserved For Platinum Sponsor 2
Workshop 3 The Resolution Revolution: Customers Don't Want an Answer. They Want Their Problem Solved
Workshop 4 Panel: Beyond the Queue: Transforming the Citizen Experience
Workshop 5 Panel: From Discovery to Doorstep: Can Retail Actually Deliver on the Customer Promise?
(Converge Roadshow)
Workshop 6 Reserved For Diamond Sponsor 3
(Converge Roadshow)

10 Nov · Session 5 Journey Design

FIXING WHAT MATTERS

Workshop 1 Panel: One Customer. One Experience: Fixing Broken Handoffs
Workshop 2 Reserved For KPMG 2
Workshop 3 The Experience We Don't Measure
Workshop 4 Panel: Moments That Matter: Identifying the Journeys Worth Fixing First
Workshop 5 AI That Actually Works: From Retail Hype to Measurable Results
(Converge Roadshow)
Workshop 5 Panel: Loyalty, Retention & the Post-Purchase Experience: From Transaction to Lifetime Value
(Converge Roadshow)

10 Nov · Evening Awards

CX Awards Ceremony

Format Celebrating the standout customer experience teams and leaders across Africa — the fitting close to two days of insight, connection and inspiration.
Details Award categories and nominees to be announced. The evening caps the Johannesburg edition of CEM Africa 2026.

Building Trust. Driving Growth. Shaping the Future.

Two focused sessions explore CX ROI & business value and the future African customer

11 Nov · Session 6 CX ROI & Business Value

Linking CX to Revenue, Retention and Cost

Workshop 1 Panel: CX Has a Business Problem: Proving the Value of Experience
Workshop 2 Workshop 6.2 : From Insight to Investment: Where Should CX Spend Its Money?
Workshop 3 Workshop 6.3 Reserved For Diamond Sponsor
Workshop 4 Panel: The CFO's View of CX: What Makes an Experience Investment Worth It?

11 Nov · Session 7 The Future African Customer

WHAT COMES NEXT

Workshop 1 Panel: What Africa's Best Brands Are Doing Differently
Workshop 2 AI Doesn't Need to Be Human. It Needs to Be Useful.
Workshop 3 Workshop 7.3: One Customer Doesn't Exist: Designing for Five Generations
Workshop 4 Panel: The Customer We Haven't Met Yet