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    CEM Africa Roadshow |19 November 2025 Johannesburg | Maslow Hotel, Sandton Elevating Connections, Transforming Experiences: Customer Experience Africa Summit Roadshow – JHB

    Following the outstanding success of our inaugural edition, the CEM Africa Roadshow returns to Johannesburg for another impactful gathering of customer experience professionals and industry leaders.

    Why participate?

    • This one-day event will once again bring together Africa’s top CX innovators to explore cutting-edge insights, strategies, and technologies shaping the future of customer experience on the continent.
    • While we finalise an exciting new lineup of topics and speakers for 2025, you can expect fresh, relevant content designed to empower your CX journey and strengthen your organization’s competitive edge.

    Stay tuned for updates on topics, speakers, and agenda details.

    2024 Sponsors





    Agenda

    TIME SESSION DETAILS
    09:00 – 09:30 REGISTRATION & WELCOME TEA & COFFEE
    WORKSHOP SESSION 1

    10:00 – 11:00
    SMOKE CI: Your Customers Don’t Care About Your Metrics: This session will explore how simplifying your VoC approach can deliver big results through real-life examples and practical tips.

    WORKSHOP LEADER:
    Sarah Lubbe

    Chief Revenue Officer, Smoke CI
    BRANDLOVE: Unlock Your Employees’ CX Potential: Awaken the Brand Warrior Within: cultivate a culture of customer experience excellence, inspire purpose, and turn your employees into true brand warriors

    WORKSHOP LEADER:
    Chantel Botha

    CEO & Founder, BRANDLOVE
    11:00 – 11:30 NETWORKING COFFEE
    WORKSHOP SESSION 2

    11:30 – 12:30
    Cisco: Advanced AI and Automation techniques for personalised customer experiences: Explore how advanced AI capabilities combined with automationprovide organisations the opportunity to deliver exceptional customer experiences.

    WORKSHOP LEADER:
    Angus Peacey

    EMEA CX Partner GTM Strategy & Planning, Cisco

    Alan Quinn
    Solution Engineer, Cisco
    CEM WORKSHOP (PANEL): Redefining Customer Experience in Africa: Innovating Beyond Expectations

    WORKSHOP LEADER:
    Durvesh Maharaj

    Digital Portfolio Manager Vodacom

    Palesa Nhlapo
    Head of Growth, FNB South Africa


    Moderator:
    Tim Mitchell,

    CX Leader, Cadena Growth Partners
    12:30 – 13:30 NETWORKING LUNCH
    WORKSHOP SESSION 3

    13:30 – 14:30
    SMOKE CI: Your Customers Don’t Care About Your Metrics: This session will explore how simplifying your VoC approach can deliver big results through real-life examples and practical tips.

    WORKSHOP LEADER:
    Sarah Lubbe

    Chief Revenue Officer, Smoke CI
    CEM WORKSHOP (PANEL): The Human Element in Digital Transformation: Balancing Technology with Empathy in Customer Experience.

    WORKSHOP LEADER:
    Grace Brown

    Head of CX, JHB Stock Exchange

    Sipho Sepeng
    Senior CX Specialist, Discovery


    Moderator:
    Tim Mitchell,

    CX Leader, Cadena Growth Partners
    WORKSHOP SESSION 4

    15:00 - 16:00
    Cisco: How to grab the opportunity of advanced AI to empower your agents to provide customers with effective and personalised experiences: Explore how the latest AI capabilities enables your agents to deliver a great customer experience, while delivering both a more efficient and effective service.

    WORKSHOP LEADER:
    Johann Du Toit,

    Solution Enginee, Cisco

    Wilco van Schai
    CX Sales Lead Cisco
    BRANDLOVE: Unlock Your Employees’ CX Potential: Awaken the Brand Warrior Within: cultivate a culture of customer experience excellence, inspire purpose, and turn your employees into true brand warriors.

    WORKSHOP LEADER:
    Chantel Botha

    CEO & Founder, BRANDLOVE
    16:00 – 18:00 NETWORKING DRINKS

    Workshop Topics

    • Customer feedback and Voice of the Customer (VoC) Analysis
      Dive deep analysing customer feedback and VoC data to extract actionable insights for improving CX.
    • Advanced Customer Journey Mapping
      Take your customer journey mapping to the next level with advanced techniques that provide deeper insights into customer behaviours and pain points. This session will explore sophisticated mapping strategies that go beyond the basics, helping you identify critical touch-points and optimise the entire customer journey. Learn how to use these insights to create seamless, personalised experiences that drive engagement and loyalty.
    • Leveraging Design Thinking, Human-Centred Design, and Behavioural Science For Enhanced Customer Experiences.
      In a competitive market, creating exceptional customer experiences requires a blend of empathy, innovation, and science. This session explores how Design Thinking, Human-Centred Design, and Behavioural Science can be combined to craft intuitive, impactful interactions. Learn practical strategies to anticipate customer behaviour and design experiences that truly resonate, driving deeper engagement and loyalty.
    • Emerging Technologies For CX Transformation: Explore The Latest Technologies And Their Impact On Revolutionising Customer Experiences.
      Discover how the latest technologies are revolutionising customer experiences. This session delves into cutting-edge tools and innovations that are reshaping the CX landscape, from AI and automation to immersive technologies. Learn how to leverage these advancements to enhance customer interactions, streamline operations, and stay ahead in the ever-evolving digital age.
    • Elevate your CX Game: Crafting Customer Experiences that Captivate and Convert your Customers
      Are you ready to take your customer experience game to the next level? Join this immersive workshop as we dive deep into the art and science of understanding your customers’ hearts and minds by unravelling their preferences, behaviours and challenges
    • Crafting And Leveraging Personas For Enhanced Marketing And Customer Experience
      Unlock the power of customer personas to elevate your marketing and CX strategies. This session will guide you through the process of creating detailed, actionable personas that reflect your customers’ needs and behaviours. Learn how to use these personas to tailor your marketing efforts and design personalised experiences that resonate, driving greater customer satisfaction and loyalty.
    • Securing Data-Driven Customer Insights & Personalisation
      Unlock the potential of data to customise consumer interactions while ensuring robust security measures and effective change management strategies. explore techniques to enhance engagement with a focus on safeguarding data and navigating organisational changes.
    • Customer-Centric Culture And Organisational Alignment
      Building a truly customer-centric organisation requires more than just a focus on customer experience; it demands a cultural shift across the entire company. This session explores how to align your organisation’s values, processes, and people around the customer. Learn practical strategies to foster a customercentric culture that empowers employees, enhances collaboration, and drives consistent, exceptional customer experiences.

    Package Rates

    INDIVIDUAL

    Single Delegate Passes

    Package Includes:
    • Access to 3 x 60 minute workshops of your choice
    • Networking lunch function
    • Refreshment breaks
    • Certificate of participation
    • 10% off registration for the 2025 CEM Africa Summit

    R6,325
    VAT inclusive
    (Price Increases 10 November 2024)

    TEAM

    5 X Delegate Passes

    Package includes:
    • Access to 3 x 60 minute workshops of your choice
    • Networking lunch function
    • Refreshment breaks
    • Certificate of participation
    • 10% off registration for the 2025 CEM Africa Summit

    R31,625
    VAT inclusive
    (Price Increases 10 November 2024)

    TEAM PLUS

    10 X Delegate Passes

    Package includes:
    • Access to 3 x 60 minute workshops of your choice
    • Networking lunch function
    • Refreshment breaks
    • Certificate of participation
    • 10% off registration for the 2025 CEM Africa Summit

    R63,250
    VAT inclusive
    (Price Increases 10 November 2024)

    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.