• About VUKA
  • How to Influence
  • Advertise
  • News & Media
  • Contact Us
  • wearevuka.com

    CEM AFRICA, 15 & 16 AUGUST, CENTURY CITY CONFERENCE, CAPE TOWNDiscover Hidden Gems at Africa’s Ultimate Customer Experience Summit

    Learn from the trailblazers in customer experience (CX) and unlock the full potential of your business. CEM Africa brings together leading brands and CX experts renowned for their exceptional customer-centric strategies. Delve into the industry's best-kept secrets and gain invaluable insights.

    • Explore proven strategies and industry best practices across sectors
    • Gain valuable insights from real case studies of successful CX implementations
    • Be immersed in personal success stories, challenges and solutions


    We pride ourselves on creating an unparalleled platform for CX professionals across Africa and beyond.

    This dynamic event brings together a vibrant and diverse community of customer experience enthusiasts, industry leaders, and forward-thinking organisations to explore the entire customer experience value chain across:

    • Strategy and Planning
    • Customer Understanding
    • Design and Innovation
    • Delivery and Execution
    • Measurement and Analysis
    • Continuous Improvement

    Challenge yourself to take your company's customer experience to the next level. Learn from the best in the business from Africa and the world.

    Event FeaturesKey Themes Of The Conference

    Explore the pivotal themes that drive current and future trends in CX. Speakers will 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 explore the strategies, tools, and best practices that propel CX forward.

    Leveraging Customer Experience (CX) for Change Management Success

    • Understand the critical role of CX in successful change management initiatives.
    • Learn how to align CX strategy with organisational change to keep customers at the forefront of decision-making.
    • Identify key stakeholders and communication channels for CX-focused change management.

    AI and Technology Trends in Customer Experience:

    • Explore the impact of AI, generative AI, and other technological advancements on customer engagement and support.
    • Understand how AI can streamline operations, reduce response times, and enhance overall efficiency, ultimately driving superior customer experiences.
    • Discover the potential of AI-powered chatbots, voice assistants, and predictive analytics in delivering personalised customer experiences.

    Enhancing Customer Engagement and Support

    • Leverage customer feedback through surveys, reviews, and social media to improve the overall customer experience.
    • Utilise metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) to measure loyalty and satisfaction.
    • Implement an omnichannel communications strategy to create seamless customer experiences across various touchpoints.

    Empowering Employees and Optimising Business Efficiency:

    • Utilise AI-based analytics to drive business efficiency and growth.
    • Implement workflow automation and smart contact centers to empower employees and enhance productivity.
    • Foster a culture of employee empowerment to deliver outstanding customer service.

    Customer-Centric Strategies and Building Winning Brands

    • Explore the captivating narrative behind successful brands and the role of strategic branding in their triumph.
    • Understand the importance of organisation-wide leadership in becoming customer-centric.
    • Discover essential elements and strategies that contribute to building a winning brand in today's competitive market.

    Data-Driven Insights and Customer Journey Mapping

    • Utilise AI and data science tools to analyse customer sentiment, predict trends, and enhance marketing strategies.
    • Leverage data mining and recognition capabilities to process extensive customer-specific data efficiently.
    • Create a comprehensive customer journey map to improve customer experiences and identify bottlenecks for enhanced efficiency.

    SpeakersIncredible Insights From Inspirational CX Leaders

    Be inspired by a lineup of expert speakers who will share their knowledge and insights on the latest energy industry trends, challenges and opportunities.

    Our 2023 Event Programme

    Immerse yourself in a lineup of engaging keynotes, panel discussions, workshops, and networking sessions designed to empower you with the knowledge and tools to elevate your CX game.

    • Day 1 (15 August 2023)
    • Day 2 (16 August 2023)

    Workshop 1A Leveraging The Customer Voice for Change Management Success

    This 1-hour workshop, presented by Rashid Toefy, Deputy Director-General at Western Cape Government Department of Economic Development and Tourism, and Dennis Wakabayashi, the Global Voice of CX, is designed to help businesses understand the importance of leveraging the customer voice in managing change effectively. Participants will learn how to align their CX strategy with change management initiatives to ensure that customers remain at the forefront of decision-making, and that changes are implemented smoothly and seamlessly. The workshop will also explore the philosophy of leveraging the customer voice in creating momentum for change, as an authoritative perspective that can solidify support for tackling adversity that an organisation faces when trying to move from innovative ideas to substantial change.


    Rashid Toefy
    Deputy Director-General
    Western Cape Government
    Department of Economic
    Development and Tourism

    Dennis Wakabayashi
    Global Voice of CX
    Chief Collaborator
    Team Wakabayashi, USA

    • Understand the importance of CX in change management
    • Learn how to align CX strategy with change management initiatives
    • Identify key stakeholders and communication channels for CX-focused change management
    • Develop an understanding of the philosophy of leveraging the customer voice for change management success.

    Workshop 2DDriving Better Insights Through Better Data

    Workshop 3BUnleashing Productivity: Harnessing the Power of Generative AI for Enhanced Efficiency

    Workshop 4CCX Voices: What’s Going On And What Does It Mean For You?

    Workshop 5ACX in Banking, Financial Services, and Insurance (BFSI) Evolved

    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

    The CEM Summit never disappoints. Thought-provoking topics and a wonderful opportunity to reconnect with colleagues from across industries.

    Julia Ahlfeldt Customer Experience Advisor

    The growth of our economy stems from taking care of our customers in every way and educate them in the process – CEM summit is about that in a much more practical manner.

    Vatiswa Zwelibanzi Call Centre Supervisor
    Cape Peninsula University of Technology

    CEM is an inspiring example of cx leadership, a valuable source of practical knowledge, and a profound testament to the extraordinary influence of empathy worldwide.

    Dennis Wakabayashi Global Voice of CX, Chief Collaborator
    Team Wakabayashi, USA

    CEM Africa 2023 Delegate Ticket Packages & Pricing Experience CEM Africa 2023


    Package includes:

    • Strategic Conference Sessions
    • Workshops
    • Matchmaking
    • Networking Function
    • Connect 365
    • Recorded Replays
    • Lunch
    • Teas & Coffees
    • Exhibition Floor
    VAT inclusive



    Package includes:

    • 5 Delegates Passes
    • Plus 1 Free
    • Strategic Conference Sessions
    • Workshops
    • Matchmaking
    • Networking Function
    • Connect 365
    • Recorded Replays
    • Lunch
    • Teas & Coffees
    • Exhibition Floor
    VAT inclusive


    Request Further Information

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