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    SOLVING THE CX CHALLENGES THAT MATTER NOW

    Explore practical strategies for AI, automation, customer insight, loyalty, journey optimisation and measurable CX performance.

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    Programme teaser

    Pick a day. See what's inside.

    Tuesday 18 August — Day Zero

    Registration, a networking welcome, and an interactive podcast-style conversation on Africa's CX edge — followed by the CEM Padel Networking Tournament.

    18 Aug · 14:00 – 18:30 Arrivals

    Registration & Networking Welcome

    • 14:00 – 17:00 Registration opens - collect your badge and settle in ahead of the programme.
    • 14:30 – 18:30 CEM Africa 2026 Opening Drinks - Join fellow delegates, speakers, sponsors, and partners for welcome drinks and light refreshments .

    Audience

    • All delegatesCX leaders, innovators and industry experts arriving from across Africa
    18 Aug · 15:30 – 18:30 Day Zero Discussion

    Africa's CX Superpower: What Does the World Still Not Understand?

    • Format A lively, interactive podcast-style conversation exploring what makes African CX different, what global brands can learn, and why the continent may hold the blueprint for the future of CX.
    • Setting Runs alongside the Networking Welcome as delegates arrive ahead of the summit.

    Moderator

    • Wavi MungalaBoard Director, Institute of Customer Experience, Kenya
    • Deshnie GovenderCMO, Studio 545
    • Charlie StewartCEO, Rogerwilco
    18 Aug · 16:00 – 18:00 Social

    The Social Club Play. Taste. Connect.

    • Format Discover the power of shared experiences. From padel and podcasting to wine, coffee, sushi and mocktail experiences, this is the space for authentic conversations.

    Experience options include (Choose up to two experiences ):

    • CX Podcast Live
    • Sushi Making
    • Mocktail Making
    • Cheese & Wine Pairing
    • Coffee Tasting
    • Chilli Oil Tasting
    • Padel Tournament (Americano format | 1–2 hours)
    7 workshop blocks. Two days. One CX community.

    The full programme has the timings, the speakers, and every session.

    Register Today

    Wednesday 19 August — Main Conference & Workshop Sessions 1–4

    Day 1 opens with practical keynotes on culture, AI, journey orchestration and trust, followed by four rounds of concurrent workshops covering AI, customer intelligence, human experience and operational CX.

    19 Aug · 09:15 – 11:30 Opening Plenary

    Culture, AI, Customer Journeys & the Trust Advantage

    • Opening keynote The Culture-Led Customer: The Emerging Markets Playbook for Building Trust, Relevance and Loyalty.
    • Technology keynote NiCE: Leading the Future of AI-Powered Customer Experiences.
    • Fireside Chat: inQuba: How Alexforbes Turned Customer Journeys into Measurable Business Outcomes.
    • Closing keynote The Trust Advantage: How trust reduces friction and unlocks speed, clarity and results.

    Featured speakers

    • Deshnie GovenderCMO, Studio 545
    • Luke DuffellDirector, Customer Service Automation, NiCE
    • Trent RossiniCEO & Co-founder, inQuba
    • Bruce WhitfieldBusiness Journalist & Best-Selling Author
    19 Aug · 11:30 – 12:30 Workshop Session 1

    Building Trust in the AI Era

    • AI outcomes Verint: The AI Reality Check — ensuring CX investments drive measurable business outcomes.
    • CX leadership The Experience Architect: Redefining the role of the CX leader.
    • Agentic AI NiCE: Build an Enterprise AI Agent with Agentic AI.
    • Real-world lessons Behind the Win: Lessons from Africa's award-winning CX teams, plus frictionless customer journeys and the feedback trap.

    Featured contributors

    • Paul MillerSolution Consultant, Verint
    • Andy Pike & Luke DuffellNiCE
    • Julia AhlfeldtCX Strategist & Business Advisor
    19 Aug · 12:45 – 13:45 Workshop Session 2

    The New Listening Stack & Customer Intelligence

    • Trust & inclusion Trust, Inclusion and Human Connection in the AI Era.
    • Voice of customer QuestionPro: Turning customer experience into a growth engine with AI and a live VoC application.
    • AI operations NiCE: Operating, monitoring and optimising AI agents after launch.
    • Human reassurance Building reassurance into digital journeys, and how African contact centres are competing globally.

    Featured contributors

    • Mawande Bokweni & Justine BellQuestionPro and Kantar
    • Debi PotgieterCEO & Founder, XMwize Solutions
    • Reshni SinghCEO, BPESA
    19 Aug · 14:45 – 15:45 Workshop Session 3

    Human Experience, Employee Wellbeing & Operational CX

    • Trust & resilience The Copper Complaint: What a 4,000-year-old complaint reveals about trust, fear and resilient CX.
    • Experience culture Deliverers of Delight: Building a culture of experience that customers can feel.
    • Human-centred design Designing emotionally intelligent journeys and preserving empathy in the AI era.
    • Leadership Citizen and visitor experience by design, plus leading CX teams through constant change.

    Featured contributors

    • Shaun EdmestonDirector of Customer Experience, Absa Bank Mauritius
    • Ayanda MbonambiSenior UX Design Lead, Absa CIB
    • Khensani NobandaGroup Chief Marketing Officer, Nedbank
    19 Aug · 16:00 – 17:00 Workshop Session 4

    From CX Insight to Business Impact

    • Journey implementation inQuba: Journey Myths — what years of implementation actually taught us.
    • Research & loyalty Yazi + Plato Coffee: AI-triggered, hyper-personalised research that drives loyalty and expansion.
    • Boardroom value Smoke CI: From NPS to P&L — getting CX into the boardroom.
    • Leadership & trust Hidden gaps between customer, employee and digital experience; trust in low-trust markets; and becoming the Head of CX.

    Featured contributors

    • Timothy TreagusCEO, Yazi
    • Grant AnsellCEO, Smoke Customer Intelligence
    • Marnitz Van HeerdenHead of Customer Experience, Discovery Limited
    17:00 – 18:00 · Matchmaking & Happy Hour

    Continue the conversation on the exhibition floor before the evening programme begins.

    17:45 – 21:00 · CEM Engage Party

    Close Day 1 with the wider CEM Africa community.

    Register Today

    Thursday 20 August — Main Conference, Workshop Sessions 5–6 & WiN CX Africa

    Day 2 explores memorable experiences, citizen experience, AI-enabled VoC, advisory-board priorities and global retail experience before moving into practical sessions on CX operations, trust, business value and future growth.

    20 Aug · 09:00 – 12:00 Main Conference

    The Experiences People Remember, Trust & the Future of CX

    • Motivational keynote The Moments People Remember: Why the experiences we create matter more than we think.
    • Public-service experience Citizen Experience by Design: Building trust through better public services.
    • VoC & AI QuestionPro + Metropolitan: Incorporating AI into your Voice of Customer programme.
    • Leadership & brand What the Fluff?, the CEM Advisory Board panel, and Experience Is the Brand from The LEGO Group.

    Featured speakers

    • Zahirah VariawaFounder, The Fourth Thread
    • Rashid ToefyDeputy Director-General, Western Cape Government
    • Mawande Bokweni & Enrico AmosQuestionPro and Metropolitan
    • Martin UrrutiaHead of Global Retail Experience, The LEGO Group
    20 Aug · 12:00 – 13:00 Workshop Session 5

    AI Operations, Business Outcomes & Trust

    • Journey outcomes Infobip: From Customer Journeys to Business Outcomes with AgentOS.
    • Self-improving CX NiCE: One CX AI platform connecting human and AI agents in a self-improving cycle.
    • Boardroom value Proving CX ROI in boardroom language when CX leaders do not own the outcomes they are measured on.
    • Trust & focus Designing CX for the sceptical customer, plus The One Thing by Bruce Whitfield.

    Featured contributors

    • Dean BakerHead Enterprise Business, Infobip
    • Andre Van Eeden, Mark Baldwin & Phiwokuhle FrancisNiCE
    • Jessy SeverinsGroup Executive: Retail Media, Takealot Group Advertising
    20 Aug · 14:15 – 15:15 Workshop Session 6

    Trust, Customer Growth & the Future of CX

    • CX return on investment Discovery: Designing CX for ROI and creating measurable customer and business value.
    • Future customer The Future African Customer 2030: community, connection and loyalty in emerging markets.
    • Design & trust The LEGO Group: Experience by Design, plus the trust gap created by bad AI.
    • Research & participation The 2026 CX Report, a trust-rich pathway to organisational action, and the interactive Feel'd Guide learning lab.

    Featured contributors

    • Marnitz Van Heerden & Gontse MakgobaDiscovery Limited
    • Martin UrrutiaHead of Global Retail Experience, The LEGO Group
    • Dominic Wilhelm & Bruce WhitfieldThe Global Trust Project
    20 Aug · 15:30 – 16:45 Closing Programme

    WiN CX Africa: Women Shaping Excellence in Every Experience

    • Theme Creating cultures of safety, trust and inclusion.
    • Opening keynote Where Excellence Begins: The Culture Behind Every Experience.
    • Leadership panel Leading Excellence: How women are shaping customer experience.

    Featured contributors

    • Naz Fredericks-MaharajDirector, Field Marketing Global & Gender Advocate, edX
    • Debi PotgieterCEO & Founder, XMwize Solutions
    • Alma Angela OlelaHead of Customer Experience, Jubilee Health Insurance
    • Omowunmi AkingbohungbeExecutive Director, WIMBIZ
    6 workshop sessions. Two days. One CX community.

    Explore the full programme for every timing, room, speaker and concurrent session.

    Register Today
    To View the Live Programme
    click here

    Event FormatInteractive Workshops and 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

    Keynote and Main Stage

    Our best-in-class keynotes connect delegates to the latest conversations the African CX ecosystem with leading global speakers and thought leaders.

    The Main stage content includes insight into the complexities and opportunities for improving the performance of organisations by enhancing customer satisfaction and CX.

    • Personalisation and customer-centricity
    • Omnichannel experiences and digital transformation
    • Emotional engagement and human connection
    • Data-driven decision making
    • Continuous learning and agile CX
    • Voice of Customer (VoC) strategies and feedback management
    • Customer Journey Mapping and Optimisation
    • CX Metrics and Key Performance Indicators (KPIs)
    • Trends and insights in CX data analysis
    • Leveraging data for personalised customer experiences

    Workshops

    Discover best practices, case studies, and potential challenges associated with adopting and adapting to CX technologies.

    Solution providers with expertise in CX technology offer insights on implementation and share trends and data to help businesses navigate the ever-evolving landscape of CX and make informed decisions to drive exceptional customer experiences.

    • Artificial Intelligence (AI) and Machine Learning in CX
    • Customer Segmentation and Targeting
    • Employee Experience (EX) and its impact on CX
    • Social Media Listening and Online Reputation Management
    • Customer Retention and Loyalty Programs
    • CX Technology and Tools: CRM, CX platforms, chatbots, etc.
    • Service Design and Innovation in CX
    • Personalised Marketing and Customer Engagement
    • Trends and insights from CX research and consultancy
    • Data-driven strategies for improving customer experiences

    View Live Programme

    CEM Cape Town Sponsors

    Lead Sponsor
    NICE
    Platinum Sponsor
    QuestionPro
    Gold Sponsors
    1Stream
    Infobip
    SingleInterface
    The Messenger Network & Monday.com
    Verint
    Silver Sponsors
    2Ring
    Clickatell
    Creatio
    InQuba
    Peach Payments
    Shadow Global
    Smoke
    Innovation Sponsors
    Afrizan People Intelligence
    Boomerang BPO
    Kunye Cloud
    SmartenUp
    XMwize Solutions
    Yazi
    CX Report Sponsor
    Rogerwilco
    Citizen Experience Partner
    National Department of Social Development (GBVCC)
    Association Partners
    Business Process Enabling South Africa (BPESA)
    CapeBPO
    Media Partners
    AAXO
    APO Group
    Bizcommunity
    Bizmag
    Daily Entrepreneur
    ESI Africa
    Media Xpose
    Retail Brief Africa

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    Fill in the form below and our team will help you with information about the event, and answer any questions you have.

    CEM Africa AI Event Assistant

    CEM Africa

    CEM Africa connects CX industry professionals and organisations to information and each other in a carefully curated live and online environment. It's purpose, to help shape the future of CX in Africa.

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        +27 21 700 3512

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