The CEM Africa Roadshow: Kenya Edition is a vibrant, one-day event that brings the renowned CEM Africa Summit to the heart of East Africa. Designed for CX professionals, business leaders, and innovators, this exclusive gathering provides actionable insights, expert-led workshops, and unparalleled networking opportunities tailored to the unique dynamics of Kenya’s fast-evolving market.
Whether you’re looking to enhance customer engagement strategies, address regional challenges, or connect with CX thought leaders, the Kenya edition is your gateway to transforming the customer experience landscape in East Africa.
| TIME | SESSION DETAILS | |
|---|---|---|
| OAK | CHESS BOAR | |
| WORKSHOP SESSION 1 10:00 – 11:00 |
CISCO: How to realise enhanced customer experiences with AI and proactive
journeys. Ai agents alone without the ability to meet customers where they are with personalised experiences will not deliver a good customer experience - we discuss the challenges and benefits of a co-ordinated digital front door for customers. SPEAKER: Angus Peacey EMEA CX Partner GTM Strategy & Planning, Cisco |
nlightencx: Beyond Buzzwords: Crafting a CX Strategy That Actually Works: In this engaging and practical session, we’ll cut through the noise and get straight to the heart of what makes a winning Customer Experience (CX) strategy. You’ll walk away with a clear framework to understand your customers better, benchmark against competitors, and pinpoint the key changes that will have the biggest impact. Expect real-world insights, actionable tactics, and a fresh perspective on how to create a CX strategy that isn’t just a fancy document—but a powerful tool for business growth. SPEAKER: Brendon Bairstow-Klopper Customer experience strategist, nlightencx |
| 11:00 – 11:30 | NETWORKING COFFEE | |
| WORKSHOP SESSION 2 11:30 – 12:30 |
CISCO: What are the Challenges and Benefits of AI for the Agent Does AI really deliver on the promise of effectiveness and efficiency for agents? What have we learned so far? What are the key elements that are required to deliver on the promise of AI? SPEAKER: Jabulile Mabuza , Customer Engagement Specialist, Cisco |
CEM Workshop: Voice of the Customer: Implementing Effective Feedback Systems for Continuous Improvement Join Dr Lucy Kiruthu as she unpacks how to build impactful Voice of the Customer (VoC) systems that go beyond surveys and dashboards. Discover strategies to gather meaningful customer insights, close the feedback loop, and embed continuous improvement into your operations. This session will equip you with practical tools and real-world examples tailored to the African CX landscape. SPEAKER: Dr Lucy Kiruthu CX Thought Leader, Faculty Member,The CX Academy Africa |
| 12:30 – 14:00 | NETWORKING LUNCH | |
| WORKSHOP SESSION 3 14:00 – 15:00 |
Infobip & Belva Digital: The Future of CX AI and hyper-personalisation are transforming customer experience—and
driving real revenue growth But the brands winning today are those that combine intelligent automation with genuine human connection. In this interactive workshop, we’ll explore cutting-edge strategies, tools, and trends that help you scale meaningful interactions and unlock new revenue opportunities. Join us to discover how the future of CX is both high-tech and deeply human. SPEAKERS: Ninette Kungu Customer Growth Manager, Infobip Eve Nyaruai Digital Transformation Partner Belva Digital |
nlightencx: Beyond Buzzwords: Crafting a CX Strategy That Actually Works: In this engaging and practical session, we’ll cut through the noise and get straight to the heart of what makes a winning Customer Experience (CX) strategy. You’ll walk away with a clear framework to understand your customers better, benchmark against competitors, and pinpoint the key changes that will have the biggest impact. Expect real-world insights, actionable tactics, and a fresh perspective on how to create a CX strategy that isn’t just a fancy document—but a powerful tool for business growth. SPEAKER: Brendon Bairstow-Klopper Customer experience strategist, nlightencx |
| 15:00 | WORKSHOP CLOSING | |
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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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For other enquiries contact:
T: +27 21 700 3500
+27 21 700 3512
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