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CEM Africa 2026: Africa’s CX Leaders Meet in Cape Town

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Final programme brings together senior CX leaders, practical workshops, technology showcases and high-value industry conversations from 18–20 August 2026

CAPE TOWN, South Africa, August 14, 2026/APO Group/ –CEM Africa 2026 will return to the Century City Conference Centre in Cape Town from 18–20 August, bringing together senior customer experience, marketing, digital, customer service, technology and transformation leaders for the 14th edition of Africa’s leading customer experience summit.

With organisations across the continent under growing pressure to improve customer outcomes while navigating AI adoption, automation, rising expectations, fragmented journeys and commercial scrutiny, the 2026 programme has been built around a central question: how can businesses use technology to improve customer experience at scale without losing trust, relevance or the human connection?

Across three days, CEM Africa will combine strategic conference discussions, hands-on workshops, technology demonstrations, an exhibition, networking activations and peer-to-peer exchange, giving delegates the opportunity to move from big-picture industry questions to practical frameworks they can apply inside their organisations.

A speaker line-up rooted in real CX leadership

The 2026 speaker faculty brings together leaders working directly across customer experience, marketing, digital transformation, customer service, commerce, technology and organisational change.

Among those joining CEM Africa 2026 are:

  • Bruce Whitfield, business journalist and best-selling author
  • Khensani Nobanda, Group Chief Marketing Officer, Nedbank
  • Francois Retief, Head of Customer Experience, FNB
  • Martin Urrutia, global toy industry leader
  • Marnitz Van Heerden, Head of Customer Experience, Discovery Limited
  • Grace Brown, Head of Customer Experience and Client Services, JSE
  • Khwaṱhelani Tshikovhi, Head: Santam Experience and Client Care, Santam Insurance
  • Shaun Edmeston, Director of Customer Experience, Absa Bank Mauritius
  • Job Thomas, Chief Customer Officer, WooCommerce
  • Richie Sobayeni, Group Head of Customer Experience Design, Equity Group Holdings
  • Julia Ahlfeldt, Customer Experience Strategist and Business Advisor
  • Rashid Toefy, Deputy Director-General, Department of Economic Development and Tourism
  • Katie Stabler, Founder and Director, CULTIVATE Customer Experience by Design
  • Charlie Stewart, CEO, Rogerwilco
  • Omowunmi Akingbohungbe, Executive Director, WIMBIZ
  • Wavi Mungala, Board Director, Institute of CX – Kenya

The wider faculty spans financial services, retail, technology, insurance, e-commerce, public sector, consulting and customer operations, reflecting the increasingly cross-functional nature of customer experience.

From AI experimentation to measurable outcomes

Artificial intelligence will be one of the defining conversations at CEM Africa 2026, but the programme moves beyond broad speculation about AI to focus on where organisations are seeing – or still struggling to achieve – real operational and commercial value.

Day One will examine how African organisations can move from AI pilots to production, including governance, data readiness, agent co-pilots, voice AI, speech analytics, conversational AI and AI-driven personalisation.

The agenda also tackles the questions surrounding responsible adoption. Sessions will examine AI governance and ethics, privacy, POPIA, customer consent and the challenge of automating at scale without damaging trust.

A dedicated discussion, “Will AI Make Your Brand More Trustworthy?”, will explore whether increased automation strengthens customer confidence or risks undermining it, before the day closes its content programme with the audience-led town hall “Will Humans Still Matter in a World of AI-Driven Customer Experience?”

Data, insight and the business case for CX

For leaders under pressure to demonstrate the commercial return on customer experience investment, CEM Africa will put measurement firmly on the agenda.

Workshops will address customer data quality, real-time insight, first-party data strategy, predictive analytics and Voice of Customer, alongside practical sessions on building an end-to-end CX scorecard, customer lifetime value and mapping journey costs.

Delegates will also be able to explore how to prove CX ROI to executive teams, connecting customer experience activity to revenue uplift, churn reduction, operational efficiency and cost-to-serve.

The emphasis throughout is on turning customer insight into decisions and measurable business outcomes rather than collecting more data without action.

Designing customer journeys that work in African markets

The programme will also address the practical realities of customer engagement across diverse African markets.

Topics include omnichannel journey design, mobile-first experiences, WhatsApp as a service channel, self-service, proactive CX and reducing friction across high-volume journeys such as onboarding, billing, claims and fulfilment.

Sessions will examine how organisations can create accessible experiences for customers with different levels of digital literacy, connectivity and channel preference, while maintaining consistency between physical, digital and human-assisted interactions.

African market realities also feature in discussions on sentiment analysis, conversational AI, language, code-switching and customer behaviour.

The people behind customer experience

Technology is only one side of the CX equation.

CEM Africa 2026 will look closely at employee experience, organisational culture and the changing capabilities required of customer-facing teams.

Sessions will cover customer-centric culture, employee resilience, burnout, hybrid CX teams, human-centred service, AI upskilling, cross-functional collaboration and change management.

The programme will also explore the relationship between employee experience and customer outcomes, recognising that organisations cannot sustainably improve CX without equipping and engaging the people responsible for delivering it.

What the three days will look like

Tuesday, 18 August – Day Zero

CEM Africa begins with an afternoon dedicated to registration, community engagement and relationship-building ahead of the main conference programme.

Delegates can expect networking activities and activations, including tastings, community conversations, the CEM Networking Padel Tournament and sponsored welcome drinks.

The format is designed to give speakers, delegates, partners and industry leaders an opportunity to begin making connections before the formal summit gets underway.

Wednesday, 19 August – Day One

Day One opens with a strong focus on trust, relevance and measurable customer experience outcomes.

The main stage begins with Deshnie Govender’s opening keynote, “The Culture-Led Customer: The Emerging Markets Playbook for Building Trust, Relevance and Loyalty”, followed by sessions examining the future of AI-powered customer experience, journey-led CX orchestration and business journalist and best-selling author Bruce Whitfield’s keynote, “The Trust Advantage”, exploring how trust can reduce friction and unlock better business results.

From late morning, the programme moves into a series of parallel workshops and panels built around some of the most pressing issues facing CX leaders today.

The first sessions explore building trust in the AI era, with discussions on whether AI investments are delivering measurable business outcomes, the changing role of the CX leader, enterprise AI agents, frictionless customer journeys and lessons from CEM Africa Awards-winning teams.

The afternoon broadens the conversation into customer intelligence, Voice of Customer, Agentic AI, digital trust and human reassurance, alongside a dedicated discussion on how African contact centres and BPO operators are positioning themselves to compete globally.

Later sessions place the human experience firmly back at the centre of CX. Leaders will explore employee wellbeing, emotionally intelligent journey design, empathy in an AI-enabled environment, customer-centric culture and how to lead CX teams through continuous change.

The final workshop block tackles the commercial realities of CX, including moving from NPS to P&L, improving checkout conversion, connecting customer, employee and digital experience, driving loyalty through hyper-personalised research and the realities of stepping into senior CX leadership.

Day One closes with Matchmaking and Happy Hour, followed by the CEM Engage Party, creating further opportunities for delegates, speakers, partners and solution providers to continue conversations and build meaningful industry relationships.

Thursday, 20 August – Day Two

Day Two turns the focus towards human impact, business value and the future direction of customer experience in Africa.

The main stage opens with Zahirah Variawa’s motivational keynote, “The Moments People Remember: Why the Experiences We Create Matter More Than We Think”, followed by Rashid Toefy on designing better citizen experiences and building trust through public services.

A QuestionPro and Metropolitan fireside chat explores the use of AI within Voice of Customer programmes, while Katie Stabler and Debi Potgieter’s “What the Fluff?” challenges the industry to examine whether CX initiatives have genuine substance when put under pressure.

The morning also features the CEM 2026 Advisory Board Panel, bringing together leaders from across Africa to examine the future of CX through the lenses of trust, technology, business value and human connection, before Martin Urrutia, Head of Global Retail Experience at The LEGO Group, takes to the stage for the keynote “Experience Is the Brand.”

The afternoon workshop programme moves from strategy into execution.

Sessions will explore AI-powered WhatsApp journeys, voice AI in the South African market, the point at which brand promises break down, self-improving human and AI service models and how CX leaders can prove ROI in language that resonates in the boardroom.

The final workshop block looks further ahead. Delegates can explore CX designed for measurable ROI, the Future African Customer 2030, organisational trust, scalable experience design, the risks of poor AI, emerging CX research and Human First experience design.

The programme then closes with WiN CX Africa: Women Shaping Excellence in Every Experience, bringing together female leaders to explore how cultures of safety, trust and inclusion shape stronger customer and employee experiences.

Across both days, the programme reflects the central theme of CEM Africa 2026: Trust, Technology and the Human Future of CX in Africa, with a clear emphasis on moving beyond theory towards customer experience strategies that create stronger relationships, better operational outcomes and measurable business value.

More than a conference programme

Alongside the conference and workshops, attendees will have access to the CEM Africa exhibition, Expo Spotlight Stages, technology demonstrations, networking functions and opportunities to engage directly with CX solution providers and peers facing similar transformation challenges.

For senior leaders, the value lies not simply in hearing what is changing, but in comparing approaches with peers, interrogating technology choices, finding practical solutions and building relationships across Africa’s customer experience community.

CEM Africa’s broader 2026 positioning – “Excellence in Every Experience: Shaping the Future of Customer Engagement Across Africa” – reflects an industry that is increasingly being asked to connect customer experience directly to business growth, loyalty, trust and resilience.

With the event now days away, CEM Africa 2026 offers organisations a timely opportunity to understand where customer experience is heading next — and what leaders need to do now to stay relevant.

CEM Africa 2026 takes place from 18–20 August 2026 at the Century City Conference Centre in Cape Town, South Africa.

For the latest programme, speaker line-up and delegate availability, visit https://apo-opa.co/4zgt0bJ.

Distributed by APO Group on behalf of VUKA Group.

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Carbon, water and grid investment move to the centre of Africa’s business resilience agenda

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September 24, 2026

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A new series of VUKA Group webinars will bring industry experts together to examine these challenges and the practical decisions organisations need to make

JOHANNESBURG, South Africa, September 24, 2026/APO Group/ –Commercial and industrial businesses, utilities and investors across Africa are being forced to confront three increasingly connected challenges: credible decarbonisation, water security and the infrastructure required to support reliable power systems.

A new series of VUKA Group webinars will bring industry experts together to examine these challenges and the practical decisions organisations need to make.

 




 
Commercial and industrial compliance in the spotlight

On 29 September 2026 at 13:00 SAST, Carbon, compliance and credible energy claims: What C&I customers must get right will explore how commercial and industrial energy users can align renewable energy procurement with carbon accounting standards and evolving reporting obligations.

The discussion will examine the evidence required to substantiate renewable electricity claims, the role of Renewable Energy Certificates in Scope 2 reporting, the implications of mechanisms such as the EU Carbon Border Adjustment Mechanism and how organisations can reduce greenwashing risk while strengthening emissions reporting.

Speakers include Sanelisiwe Mdlalose, Hulamin; Hendrick Raedani, City of Ekurhuleni; and Duane Newman, EY.

Register for the carbon compliance webinar: https://apo-opa.co/4AtqRKf

These issues will continue at the C&I Energy + Storage Summit Johannesburg, 28–29 October 2026 at The Maslow Hotel, Sandton, where energy procurement, carbon taxes, renewable integration, storage, market reform and industrial resilience form part of the programme.

Find out more about the Summit: https://apo-opa.co/4xMkZsR

Strategy for African water resilience

Water resilience takes centre stage on 30 September 2026 at 14:00 SAST with From water risk to water resilience: How South Africa’s water-intensive industries are securing their future.

The webinar will examine how businesses are responding to ageing infrastructure, supply uncertainty, rising costs and sustainability pressures by improving efficiency, diversifying water sources and investing in reuse, recycling and smarter water management.

The webinar line-up includes Benoit Le Roy, South African Water Chamber NPC; Nsuku Chankira, Thungela; Molatelo Motau, Heineken Beverages; Marilyn Maduka, Credew Limited; and Philindile Mahlangu from Magalies Water as moderator.

Register for the water resilience webinar: https://apo-opa.co/4z0aJyx

The conversation continues at Water Security Africa Johannesburg, co-located with the C&I Energy + Storage Summit, where industrial water independence, infrastructure finance, digital water systems, reuse and business continuity will be explored across two days.

Read more here: https://apo-opa.co/4yfjlBj

Towards Africa’s scalable energy transition

Looking to the infrastructure enabling Africa’s energy transition, Scaling transmission infrastructure: Innovative financing models for emerging markets takes place on 14 October 2026 at 14:00 SAST, moderated by Tshegofatso Neeuwfan, Global Energy Alliance.

Using the Mozambique Temane Transmission Project and insights from Belgian transmission system operator Elia, the webinar will explore bankable project structures, risk allocation and investor engagement that can help move major transmission projects from planning to delivery.

Register for the transmission infrastructure webinar: https://apo-opa.co/4ycMnkS

Transmission investment, project delivery and financing will remain central to Enlit Africa, 11–13 May 2027 at the CTICC in Cape Town, bringing Africa’s power, energy and water sectors together around supply security, investment and infrastructure development.

Join the Enlit Africa 2027 programme waiting list: www.Enlit-Africa.com

Distributed by APO Group on behalf of VUKA Group.

 




 

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Events

Dongfeng Motor’s 10th Science and Technology Innovation Week and 1st User Lifestyle Festival Kick Off in Wuhan

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9 hours ago

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September 24, 2026

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Dongfeng

Over the course of ten editions spanning a decade, Dongfeng Motor’s Science and Technology Innovation Week has further strengthened the connection between technology and users

WUHAN, China, September 24, 2026/APO Group/ –On September 14, Dongfeng Motor’s (​http://www.Dongfeng-Global.com/) 10th Science and Technology Innovation Week and 1st User Lifestyle Festival kicked off in Wuhan. With the theme “ Wind from the East, Creating a Smart Life,” the event showcased the innovative achievements of a Chinese automaker in intelligent and green mobility, as well as its global expansion.

 




 
 

At the opening ceremony, Dongfeng Motor unveiled the “Sky-Clean Zero-Carbon” Plan, the Embodied Intelligent Vehicle All-Domain Protection Plan, and the “Sky Horizon Voyage” Plan. Among them, the “Sky-Clean Zero-Carbon” Plan leverages the “1331” framework to build an integrated vehicle-energy ecosystem, aiming to achieve more than 1 million tonnes of coordinated carbon reduction annually and promote the transformation of automobiles into mobile energy assets; the Embodied Intelligent Vehicle All-Domain Protection Plan adopts a “1+6+4” technology system to establish a new paradigm for all-domain vehicle safety in the era of embodied intelligence; the “Sky Horizon Voyage” Plan establishes a “125” global business strategy, with plans to invest RMB 50 billion and launch more than 50 vehicle models, while striving to achieve overseas sales of 1.5 million vehicles by 2030.

 

Over the course of ten editions spanning a decade, Dongfeng Motor’s Science and Technology Innovation Week has further strengthened the connection between technology and users. At Dongfeng Motor’s 1st User Lifestyle Festival, more than 240 owner representatives from its various brands gathered in Wuhan. Dongfeng also launched the “Dongfeng Youxin” service brand for its broad user base, establishing a full-lifecycle user service system.

On the same day, the 72nd International Commercial Vehicle and Parts Exhibition opened in Hannover, Germany. Three Dongfeng hydrogen-powered vehicles and a 400-kilowatt fuel cell making its global debut are on display at Booth C20 in Hall H12.

Distributed by APO Group on behalf of Dongfeng Motor Corporation.

 

 




 

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Global Mayors Dialogue in Wuhan focuses on urban innovation and cooperation

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15 hours ago

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September 24, 2026

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The Global Mayors Dialogue

WUHAN, CHINA – Media OutReach Newswire – 23 September 2026 – The Global Mayors Dialogue · Wuhan and the 2026 Wuhan International Friendship Cities Cooperation Conference, held from Sept. 18 to 21, brought together 80 international guests from 24 cities across 22 countries, according to organizers.

At the event, mayors and city representatives from six international sister cities of Wuhan called for closer cooperation in technology, industry, education and culture.

Representatives from Manchester in Britain, Kemi in Finland, Cape Town in South Africa, Yangon in Myanmar, Rzeszów in Poland and Turkistan in Kazakhstan took part in discussions on urban innovation, industrial cooperation and cultural exchange.
 




 
Manchester: a new start after 40 years of friendship

This year marks the 40th anniversary of the sister-city relationship between Wuhan and Manchester.

Shaukat Ali, lord mayor of Manchester, said the city was ready to deepen cooperation with Wuhan in education, culture, youth affairs, innovation and industry.

“Manchester is committed to promoting urban transformation through open cooperation, sharing opportunities, and fostering common development with international sister cities like Wuhan,” he said.

Ali said Manchester had developed from a post-industrial city into an innovation-oriented economy, with a focus on advanced manufacturing, artificial intelligence, life sciences and green technologies.

He said the two cities could share experience in urban transformation, innovation districts, university-industry cooperation and low-carbon development, while encouraging links among universities, businesses and research institutions.

He also highlighted existing educational and cultural links, including cooperation between Hubei University and Manchester Metropolitan University and exchanges between the Royal Northern College of Music and Wuhan Conservatory of Music.

Kemi: balancing growth with environmental protection

Mikko Koivulehto, chairman of the City Council of Kemi, said the Finnish city sought to balance economic growth with environmental protection.

“We believe that protecting nature and building a prosperous city can go hand in hand,” he said.

Kemi, a port city in Finnish Lapland, has developed industries based on renewable raw materials, clean energy and the bioeconomy. The city is also seeking to expand tourism and improve livability.

This year marks the 10th anniversary of the friendly exchange relationship between Wuhan and Kemi. The two cities have cooperated in areas including trade, the circular economy, tourism and youth exchanges.

Cape Town: technology and jobs key to urban transformation

Lungelo Mbandazayo, city manager of Cape Town, said technological innovation, talent development, infrastructure and green renewal were key to Wuhan’s transformation.

Cape Town, a UNESCO City of Design, is seeking to expand its technology and digital sectors while promoting green technology and an inclusive economy.

Mbandazayo said youth unemployment remained a major challenge for Cape Town and that technological development needed to create jobs.

After visiting Wuhan companies and technology facilities, he said Cape Town hoped to deepen exchanges with Wuhan in technology and talent.

Yangon: seeking practical cooperation with Wuhan

Yangon Mayor Myo Myint Aung said the city was looking to Wuhan for experience in smart-city development, digital governance, intelligent transport and urban resilience.

Wuhan and Yangon signed a letter of intent on friendly exchanges and cooperation during the event.

Yangon is developing a long-term plan to accommodate population growth and expand its urban, industrial and transport infrastructure.

During a visit to Wuhan on Sept. 19, Myo toured the Optics Valley “Photon” suspended monorail, HGTECH and a Xiaomi smart home appliance factory.

“We came to Wuhan not just to observe, but to learn and cooperate,” he said, adding that Yangon hoped to develop smart manufacturing and strengthen cooperation in information technology.

Rzeszów: opportunities in aerospace and technology

Rzeszów Mayor Konrad Fijołek said the Polish city hoped to cooperate with Wuhan in aerospace, sensor technology, biodiversity and climate action.

Rzeszów is home to the “Aviation Valley,” a major aerospace cluster in Central Europe.

“Exploring cooperation with Wuhan is the reason I came here,” Fijołek said.

After visiting HGTECH and a Xiaomi smart home appliance factory, he said Wuhan’s automated manufacturing and technologies in sensors and satellite systems had impressed him.

He said cities could help connect universities, businesses and research institutions and promote international cooperation.

Turkistan: five areas for cooperation

Turkestan Mayor Azimbek Pazylbekuly said his city hoped to expand cooperation with Wuhan in tourism and culture, education and science, investment and entrepreneurship, digitalization and innovation, and transport and logistics.

Wuhan and Turkistan signed a memorandum of intent on friendly exchanges and cooperation during the event.

Turkistan, an ancient Silk Road city and a UNESCO World Heritage site, has been developing industries including food processing, textiles, furniture and construction materials.

Pazylbekuly said cooperation between governments, businesses, universities and research institutions could help turn the two cities’ exchanges into concrete projects.

The conference also included friendship-city anniversary celebrations and a signing ceremony for 10 cooperation projects. A digital list of cooperation opportunities and an initiative on international friendship-city cooperation were released.

During their stay, the visiting mayors toured Wuhan’s technology, manufacturing and ecological facilities, including the Optics Valley suspended monorail, a Yangtze finless porpoise conservation center, Xiaomi, HGTECH and Dongfeng Motor facilities.
  




 

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