Live Programme | CEM Africa | Retail

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 1Panel: The Trust Problem: Can Customers Trust an Experience They Can’t See?
Workshop 2KPMG: Designing for Decisions: How the Drive to Be Relevant Is Shaping CX Design & Investments
Workshop 3Panel: Designing for How Customers Feel
Workshop 4Workshop 1.4 Reserved For Clickatell
Workshop 5Panel: Retail Is Being Rewritten: The New Rules of How Consumers Discover, Shop & Belong
(Converge Roadshow)
Workshop 6The Courier Guy: Out of Home Is the New Front Door
(Converge Roadshow)

10 Nov · Session 2 Customer Intelligence

UNDERSTANDING THE CUSTOMER

Workshop 1Panel: The Customer Doesn't Tell You Everything
Workshop 2Reserved For Cisco Systems
Workshop 31Stream: Beyond the Demo: Making AI Voice Agents Work in the Real World
Workshop 4Zoom: CX Engagement Masterclass: Why AI Agents Fail and How to Build Ones That Don't
Workshop 5Panel: Retail Media: Turning Customer Attention Into a New Revenue Stream
(Converge Roadshow)
Workshop 6DigiCommerce: Unified Commerce: One Customer, One Stock Pool, One Connected Experience
(Converge Roadshow)

10 Nov · Session 3 Leadership & Influence

MAKING CX EVERYONE'S RESPONSIBILITY

Workshop 1Panel: The Customer Doesn’t See Your Org Chart: Why Marketing & CX Must Collaborate
Workshop 2Rogerwilco: Unpacking the CX 2026 Report
Workshop 3XMwize Solutions: Help Us Write the Human-First CX Book – Johannesburg Edition. Your experience. Your ideas. Your words. Add your voice to our co-authored Human-First CX book before publication
Workshop 4QuestionPro: Turning Customer Experience Into Your Strongest Growth Engine With AI
Workshop 5Reserved For Instore24.com
(Converge Roadshow)
Workshop 6The Courier Guy: Returns: Your Best Sales Lever
(Converge Roadshow)

10 Nov · Session 4 Contact Centres & Service Ops

DELIVERING THE EXPERIENCE

Workshop 1Panel: From Contact Centre to Experience Centre: The Human + AI Workforce
Workshop 2Reserved For Mplus/PLP
Workshop 3Microsoft: The Resolution Revolution: Customers Don't Want an Answer. They Want Their Problem Solved
Workshop 4Panel: Beyond the Queue: Transforming the Citizen Experience
Workshop 5Panel: Black Friday From Discovery to Doorstep: Can Retail Deliver on the Customer Promise?
(Converge Roadshow)
Workshop 6The Courier Guy: Outgrowing the Garage
(Converge Roadshow)

10 Nov · Session 5 Journey Design

FIXING WHAT MATTERS

Workshop 1Panel: One Customer. One Experience: Fixing Broken Handoffs
Workshop 2Reserved For KPMG 2
Workshop 3The Experience We Don't Measure
Workshop 4Panel: Moments That Matter: Identifying the Journeys Worth Fixing First
Workshop 5AI That Actually Works: From Retail Hype to Measurable Results
(Converge Roadshow)
Workshop 6Panel: Loyalty, Retention & the Post-Purchase Experience: From Transaction to Lifetime Value
(Converge Roadshow)

10 Nov · Evening Awards

CX Awards Ceremony

17:00 – 18:30CEM CX Awards Welcome Drinks
18:30 – 20:30CEM Africa CX Awards: celebrating the standout customer experience teams and leaders across Africa.

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

THE BUSINESS OF CX

Workshop 1Microsoft: CX Has a Business Problem: Proving the Value of Experience
Workshop 2KPMG: AI Didn't Kill the CX Business Case, It Exposed It!
Workshop 3Reserved For Cisco
Workshop 4Panel: 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 1Panel: What Africa’s Best Brands Are Doing Differently: Turning CX Into Trust, Loyalty & Growth
Workshop 2Reserved For Clickatell
Workshop 3Workshop 7.3: One Customer Doesn't Exist: Designing for Five Generations
Workshop 4Panel: The Customer We Haven't Met Yet

Uncover the Power of Customer Experience

Pick a day. See what's inside.

Building Trust. Driving Growth. Shaping the Future.

THE NEW CUSTOMER REALITY

UNDERSTANDING THE CUSTOMER

MAKING CX EVERYONE'S RESPONSIBILITY

DELIVERING THE EXPERIENCE

FIXING WHAT MATTERS

CX Awards Ceremony

Building Trust. Driving Growth. Shaping the Future.

THE BUSINESS OF CX

WHAT COMES NEXT

CEM Africa Johannesburg 2026 Full live Programme

CEM Africa

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