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.

10 Nov · Session 1 AI, Trust & Governance

Building Customer Trust When Everything Is Automated

Workshop 1 Reserved for KPMG.
Workshop 2 Building Customer Trust When Everything Is Automated — how leading organisations create transparent, reassuring experiences that strengthen trust as automation scales.
Workshop 3 Behind the Win: What Happened Next? — CX leaders share the realities of sustaining momentum and scaling initiatives after the spotlight fades.
Workshop 4 The AI Procurement Playbook: Questions Every CX Leader Should Ask Vendors — evaluate AI solutions, assess risk and identify hidden costs.

10 Nov · Session 2 Customer Intelligence

Moving Beyond Surveys

Workshop 1 Moving Beyond Surveys — combine behavioural data, digital signals and real-time feedback for a more complete view of customer needs.
Workshop 2 Reserved for 1Stream.
Workshop 3 Turning Customer Data into Executive Decisions — translate insights into compelling narratives and secure support for customer-focused initiatives.
Workshop 4 What Customers Don't Tell You — use behavioural and journey analytics to reveal hidden friction and unmet needs traditional feedback misses.

10 Nov · Session 3 Leadership & Influence

The Experience Architect: Influence Without Authority

Workshop 1 The Experience Architect: Influence Without Authority — practical strategies for building influence and aligning stakeholders across the business.
Workshop 2 Reserved for XMWize Solutions.
Workshop 3 Rogerwilco: Unpacking the CX 2026 Report — emerging expectations, trust drivers and the opportunities CX leaders should prioritise.
Workshop 4 Selling CX Internally: Winning Hearts, Minds and Budgets — influence stakeholders and build internal champions for CX investment.

10 Nov · Session 4 Contact Centres & Service Ops

From Contact Centre to Experience Centre

Workshop 1 Workforce Planning in the AI Era — strategies for hybrid human-AI teams and the skills required to succeed in modern service environments.
Workshop 2 The New Contact Centre Leader: Coaching Humans, Managing AI — equip leaders to coach people and manage AI-powered environments.
Workshop 3 From Contact Centre to Experience Centre — redesign service operations to create proactive, personalised and connected customer experiences.
Workshop 4 Service Recovery Masterclass: Turning Failure Into Loyalty — proven approaches to service recovery and rebuilding customer confidence.

10 Nov · Session 5 Journey Design

Moments That Matter: Identifying the Journeys Worth Fixing First

Workshop 1 Reserved for KPMG.
Workshop 2 CEM Workshop: Fixing Broken Handoffs Across Channels — create continuity, reduce customer effort and ensure information travels seamlessly.
Workshop 3 Journey Orchestration Beyond the Buzzword — coordinate interactions, data and decision-making across channels for more connected experiences.
Workshop 4 Moments That Matter: Identifying the Journeys Worth Fixing First — focus on the moments with the greatest impact on loyalty, trust and business performance.

11 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 — closing with the CX Awards ceremony.

11 Nov · Session 6 CX ROI & Business Value

Linking CX to Revenue, Retention and Cost

Workshop 1 Measuring What Matters — identify the measures that truly reflect customer outcomes, operational performance and business value.
Workshop 2 Building a Business Case for CX — compelling business cases that resonate with executives and align with organisational priorities.
Workshop 3 Linking CX to Revenue, Retention and Cost — practical frameworks connecting CX initiatives to growth, loyalty and operational efficiency.
Workshop 4 The CFO's Guide to Customer Experience — position CX initiatives in language that resonates with executive decision-makers.

11 Nov · Session 7 The Future African Customer

What the Best African Brands Are Doing Differently

Workshop 1 Reserved for KPMG.
Workshop 2 Trust as a Competitive Advantage — how leading organisations build trust into every interaction and turn customer confidence into long-term loyalty.
Workshop 3 What the Best African Brands Are Doing Differently — strategies and behaviours helping leading organisations build stronger customer relationships.
Workshop 4 Designing for Multi-Generational Customers — how expectations, communication preferences and buying behaviours differ across age groups.

Uncover the Power of Customer Experience

Pick a day. See what's inside.

Building Trust. Driving Growth. Shaping the Future.

Building Customer Trust When Everything Is Automated

Moving Beyond Surveys

The Experience Architect: Influence Without Authority

From Contact Centre to Experience Centre

Moments That Matter: Identifying the Journeys Worth Fixing First

CX Awards Ceremony

Building Trust. Driving Growth. Shaping the Future.

Linking CX to Revenue, Retention and Cost

What the Best African Brands Are Doing Differently

CEM Africa Johannesburg 2026 Full live Programme

10 - 11 November 2026 CEM Africa Johannesburg Edition

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