Connect with us
Anglostratits

Business

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

Published

on

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.

Business

Africa and Caribbean trade potential could reach $1.65 billion annually by 2030: International Trade Centre (ITC)-Afreximbank report

Published

on

Afreximbank

The report finds that around 80% of Africa’s annual goods export potential to the Caribbean remains untapped

ST. JOHN’S, Antigua and Barbuda, November 3, 2026/APO Group/ –Annual trade in goods and services between Africa and the Caribbean could reach up to $1.65 billion by 2030, excluding mineral fuels, according to a new report launched today by the International Trade Centre (ITC) and African Export-Import Bank (Afreximbank) (www.Afreximbank.com) on the sidelines of the Commonwealth Heads of Government Meeting in Antigua and Barbuda.

 




  

The report, Reshaping Africa-Caribbean Trade: Opportunities for Economic Transformation, (https://apo-opa.co/4eiz62u) finds that while Africa and the Caribbean share deep historical and cultural links, trade between the two regions continues to represent only a small share of each region’s overall trade, despite complementarities across sectors ranging from agribusiness and manufacturing to services and the creative economy.

A look at the numbers

The report finds that around 80% of Africa’s annual goods export potential to the Caribbean remains untapped, with are significant opportunities for export growth if trade and investment is actively promoted and facilitated.

Africa and the Caribbean must transform a shared history into shared prosperity

Caribbean export potential lies in the services sector, reaching $481 million. The report identifies business opportunities across several priority sectors, including processed food and animal feed, chemicals, minerals and metals, apparel and textiles, leather and footwear, tourism, transport services and creative industries.

These findings – and more – are based on trade and export potential analysis, detailed sector assessments and a survey of 1,175 businesses and business support organizations across Africa and the Caribbean.

Tapping into priority sectors

ITC Executive Director Pamela Coke-Hamilton (https://apo-opa.co/3WHHZMU), in launching the report, said: ‘At a time of major shifts in global trade, countries need to strengthen regional ties and invest in value addition, to build resilience. We know the major trade opportunities between Africa and the Caribbean – and now we can focus on helping businesses take advantage of those opportunities through better market intelligence, improved logistics and greater access to finance.’

Commenting on the report, Denys Denya, Senior Executive Vice President at Afreximbank, said: ‘Africa and the Caribbean must transform a shared history into shared prosperity. With our CARICOM office in Barbados, about $1 billion in approved transactions and a $5 billion regional financing commitment, Afreximbank is advancing this vision through financing, deposit mobilization under CENDEP, business links through the annual Afri-Caribbean Trade and Investment Forum, local-currency payments through CAPSS and creative-industry collaboration through CANEX. This report offers a practical roadmap to turn untapped potential into bankable opportunities across agribusiness, manufacturing, tourism and the creative economy. Through targeted financing, stronger transport and logistics links and strategic partnerships, we can build a Global Africa connected by heritage, trade, investment and shared opportunity.’

The report finds that businesses continue to face significant challenges, including high transport costs, limited direct shipping links, regulatory barriers, limited access to finance and difficulties in identifying trusted commercial partners. It highlights that future economic cooperation should extend beyond traditional trade in goods, including through joint investment ventures, digital services, creative industries and tourism. It also calls for targeted action to improve market intelligence and business matchmaking; expand access to trade finance and payment solutions; strengthen transport and logistics connectivity; support sector-specific value chain development; improve regulatory cooperation and market access; and foster stronger partnerships among business support organizations.

Read the full report HERE (https://apo-opa.co/4exHBH9)

Distributed by APO Group on behalf of Afreximbank.

 




 

Continue Reading

Business

MSGBC Oil, Gas & Power 2026 Investment Track to Spotlight New Capital Opportunities

Published

on

Etu Energias

A high-level ministerial roundtable, a project development clinic and matchmaking sessions are set to drive partnerships across the MSGBC region

DAKAR, Senegal, November 3, 2026/APO Group/ –The MSGBC Oil, Gas & Power 2026 conference and exhibition, taking place from December 1–3 in Dakar, will introduce a dedicated Investment Track designed to deepen capital engagement across West Africa’s energy landscape. Building on the region’s expanding upstream activity, infrastructure development and cross-border integration, the track will serve as a platform where governments, investors and project developers can align on investment pathways across the MSGBC basin.

 




  

At the core of the Investment Track will be the Ministerial Leadership & Global Capital Roundtable, where energy ministers will convene to examine how enhanced regional cooperation, regulatory alignment and coordinated infrastructure development can accelerate capital flows into the sector. The session is expected to focus on the policy and financing frameworks required to unlock large-scale projects, including investment codes such as Mauritania’s 2025 reform, as well as strengthening fiscal incentives and improving regulatory clarity to attract capital into the energy sector.

The Investment Track is designed to move beyond dialogue and into deal facilitation, bringing together decision-makers who can directly shape the next phase of energy investment

For the first time at the MSGBC Oil, Gas & Power event, the Project Development Clinic will introduce a more technical format. In this small-group advisory setting, project developers, government representatives and investors will engage directly on project challenges. The clinic aims to improve project structuring, address financing bottlenecks and identify practical solutions to accelerate development timelines and move projects closer to final investment decisions.

The Investment Track will also feature structured Business-to-Business Matchmaking sessions designed to connect stakeholders across the energy value chain. These targeted engagements will facilitate discussions between investors, operators, service companies and public-sector institutions, enabling participants to explore partnerships and co-investment opportunities.

Together, these sessions reflect the MSGBC region’s broader shift toward investment-led growth. In Senegal, this momentum is already visible through the partnership between state-owned agencies APIX and COS-PETROGAZ to improve the business environment for energy projects and streamline investment processes. With PETROSEN advancing development work on the Yakaar-Teranga gas project and targeting a final investment decision in December 2026, alongside new exploration opportunities emerging onshore, the Investment Track will provide a platform to connect the region’s resource potential with investors and project developers.

“The Investment Track is designed to move beyond dialogue and into deal facilitation, bringing together decision-makers who can directly shape the next phase of energy investment across the region. By creating a space for investors, project developers and public-sector stakeholders to engage directly, the track will help turn investment priorities into concrete partnerships and project opportunities,” states Sandra Jeque, Events and Project Director, Energy Capital & Power.

Explore opportunities, foster partnerships and stay at the forefront of the MSGBC region’s oil, gas and power sector. Visit www.MSGBCOilGasAndPower.com to secure your participation at the MSGBC Oil, Gas & Power 2026 conference. To sponsor or participate as a delegate, please contact sales@energycapitalpower.com.

Distributed by APO Group on behalf of Energy Capital & Power.

 




 

Continue Reading

Business

Afreximbank and partners bring together investors and industrialists in Benin to Accelerate local processing and investment in Special Economic Zones

Published

on

Afreximbank

Held under the theme “Investing in Local Processing and Industrialisation”, the forum brought together international investors, industrialists, buyers and development finance institutions to explore the vast opportunities for local processing and strategic partnerships offered by the GDIZ

COTONOU, Benin, November 3, 2026/APO Group/ –African Export-Import Bank (Afreximbank) (www.Afreximbank.com), in partnership with the Société d’Investissement et de Promotion de l’Industrie (SIPI-BENIN S.A), the entity responsible for developing the Glo-Djigbé Industrial Zone (GDIZ), and Panafritex, hosted the Special Economic Zones Investment Forum (FocusSEZ 2026) on 21 and 22 October 2026 at the Sofitel Cotonou Marina Hotel and the GDIZ.

 




  

Held under the theme “Investing in Local Processing and Industrialisation”, the forum brought together international investors, industrialists, buyers and development finance institutions to explore the vast opportunities for local processing and strategic partnerships offered by the GDIZ.

Local processing at the heart of discussions

In his address, Mr Jean Arsene Yemina, Regional Director of Operations for Francophone West Africa at Afreximbank, speaking on behalf of Ms Kanayo Awani, Executive Vice President, Intra-African Trade and Export Development, Afreximbank, highlighted the role of financing and industrial partnerships in transforming Africa’s raw materials into finished products:

“Here in Benin, textiles have become the driving force behind this transformation. The Glo-Djigbé Industrial Zone was established through a partnership between the Government of Benin and ARISE IIP, with Afreximbank proud to have contributed to financing its development.

“Here in Benin, the textile industry has become the driving force behind this transformation. The Glo-Djigbé Industrial Zone was created through a partnership between the Government of Benin and ARISE IIP, and Afreximbank is proud to have helped finance its establishment. Today, the zone is home to West Africa’s first fully integrated cotton-to-garment manufacturing platform, operated by Benin Textile (BTEX). The entire value chain, from ginning and spinning to weaving and finished garments, is carried out on African soil by African hands. Before the creation of the GDIZ, less than 1% of Benin’s cotton was processed locally. In just three years, the zone has come to process approximately 40,000 metric tons of cotton—nearly 12% of national production—and to produce millions of “Made in Benin” garments for major international brands such as US Polo, Kiabi, and H&M.”

He also highlighted similar efforts underway at the GDIZ to develop local processing in the cashew, soybean and shea value chains.

Mr Létondji Beheton, Director General of SIPI-BENIN S.A., emphasised the need to strengthen value addition across the continent:

“Our ambition can no longer be limited to producing and exporting raw materials. We must go further by processing more of these resources on our continent, developing competitive industries, strengthening our value chains and retaining a greater share of the wealth generated from our natural resources.”

He added: “It is against this backdrop that the Glo-Djigbé Industrial Zone (GDIZ) was established, as the outcome of a public-private partnership between the Republic of Benin and ARISE Integrated Industrial Platforms (ARISE IIP). This integrated industrial platform embodies a shared commitment to making local processing a driver of economic growth, job creation and industrial development.

“By attracting manufacturing facilities and developing integrated value chains, the GDIZ is helping transform raw materials into higher-value-added products, strengthen Benin’s industrial capacity and enhance its competitiveness in regional and international markets. In doing so, it is contributing to the development of a more diversified economy that generates wealth and creates sustainable opportunities for the country.”

Africa has significant potential to strengthen its position in the global textile industry

Mr Arvind Mathur, CEO of PANAFRITEX, highlighted the role of ARISE IIP’s textile platform in developing an integrated textile industry in Africa, capable of transforming the continent’s cotton into finished, high-value-added products.

“Africa has significant potential to strengthen its position in the global textile industry. Realising this ambition will require the development of integrated industrial capacities that can transform cotton grown on the continent into higher-value-added finished products, while enhancing the competitiveness of the sector and expanding its access to international markets.

“At PANAFRITEX, we are contributing to this momentum by developing a model that brings together industrial processing, business development and the promotion of finished products. Our own brands, Obalé and SúSú, are part of this approach, connecting Africa’s manufacturing capabilities with consumer markets.

“The commissioning of our first industrial facilities at the GDIZ in Benin marks a major milestone in the rollout of this model. At the same time, the development of new facilities in Cameroon, Kenya, Nigeria, Ghana and Tanzania reflects our ambition to progressively expand our industrial footprint across the continent.

“Through this expansion, we aim to contribute to strengthening Africa’s textile value chains, creating skilled jobs and ensuring that a greater share of the value generated is retained locally.”

Financing, Market Access and Business Networking

Discussions focused on the development of a new generation of African industrial hubs, the cotton value chain, financing for the textile industry, as well as logistics and integrated supply chains. The programme also featured business-to-business (B2B) and business-to-government (B2G) meetings with targeted public-sector institutions, aimed at identifying investment opportunities, financing solutions and potential business partnerships.

Afreximbank presented the range of financial instruments and support facilities it offers investors and businesses to facilitate the establishment and expansion of their industrial operations. These include long-term financing and equipment financing, trade finance and working capital facilities, guarantees and risk-sharing mechanisms, as well as project preparation support and equity investment through the Fund for Export Development in Africa (FEDA).

The Bank also highlighted its Africa Buyers Programme, which connects African buyers with manufacturers operating in industrial zones across the continent. The initiative aims to complement access to finance with market opportunities for products manufactured in Africa.

A full day was dedicated to a visit to the GDIZ, during which participants toured its infrastructure and industrial facilities and took part in business matchmaking sessions bringing together investors, manufacturers and buyers. These activities were designed to facilitate the establishment of new manufacturing facilities and expand sourcing opportunities for “Made in Benin” products, particularly in agribusiness, textiles, plastics, packaging and industrial equipment.

Across sectors ranging from agro-processing and textiles to plastics, packaging and industrial equipment, the overarching objective is to accelerate the establishment of new production facilities and strengthen the supply of quality-certified “Made in Benin” products.

An Integrated Model for Advancing Industrial Sovereignty

Covering 1,640 hectares, the Glo-Djigbé Industrial Zone (GDIZ) is the result of a strategic partnership between the Republic of Benin and ARISE Integrated Industrial Platforms. Designed as a comprehensive, integrated ecosystem, it supports investors across the entire value chain, from securing supplies of locally sourced agricultural and mineral raw materials to industrial processing and the export of finished products, leveraging its direct connectivity to the country’s logistics infrastructure and the Port of Cotonou.

By hosting this international forum, Benin is once again demonstrating its ability to offer an attractive business environment, an enabling regulatory framework and world-class infrastructure to help build the future of African industry.

Distributed by APO Group on behalf of Afreximbank.

 




 

Continue Reading

Trending