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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.

Energy

South Sudan’s Joint Operating Companies to Engage International Partners at South Sudan Oil & Power (SSOP) 2026

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DPOC, GPOC and SPOC will connect with international contractors, technology providers and financiers to explore opportunities to restore production, improve recovery and upgrade existing petroleum infrastructure

JUBA, South Sudan, November 12, 2026/APO Group/ –South Sudan’s joint operating companies, Dar Petroleum Operating Company (DPOC), Greater Pioneer Operating Company (GPOC) and Sudd Petroleum Operating Company (SPOC), have been confirmed as sponsors of South Sudan Oil & Power (SSOP) 2026, taking place November 24–25 in Juba. Responsible for South Sudan’s producing oilfields, the three companies represent major commercial opportunities for international oilfield service providers, engineering contractors, equipment suppliers, technology developers and financiers seeking to support the rehabilitation and expansion of the country’s petroleum industry.
 




 

 

Returning for its seventh edition, under the theme Resource Renaissance – Energy-Fueled Growth for a New Generation, SSOP 2026 comes as South Sudan targets an increase in crude production from approximately 170,000 barrels per day (bpd) to 230,000 bpd in the short term. Achieving this ambition will require investment in mature-field rehabilitation, enhanced oil recovery, well interventions and modern operating technologies, creating commercial opportunities for international oilfield services companies.

DPOC, GPOC and SPOC are central to this production growth strategy, operating established petroleum assets through joint ventures involving national oil company Nilepet and international partners. Their participation at SSOP 2026 will provide prospective commercial partners with opportunities to engage directly with the companies responsible for maintaining and expanding production from South Sudan’s existing fields.

GPOC, whose consortium includes China National Petroleum Corporation (CNPC), Nilepet and ONGC Videsh, operates Blocks 1, 2 and 4 in Unity State. In May 2026, the company increased production to approximately 60,158 bpd from 40,000 bpd, supported by reservoir studies, production enhancement measures and field development activities. The increase demonstrates the potential for targeted technical interventions to improve recovery and extend the productive life of mature oilfields.

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DPOC operates Blocks 3 and 7 in Upper Nile State, including the Paloch production area. The company, whose consortium includes CNPC, Nilepet, Sinopec and Tri-Ocean, was producing approximately 100,000 bpd as of June 2026. Its established operations present opportunities for drilling contractors, reservoir specialists, engineering firms and equipment suppliers to support production optimization, well development and infrastructure upgrades.

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South Sudan also reached a preliminary agreement in October 2026 to transfer PETRONAS’ former stakes in DPOC and GPOC to Russian state-owned Zarubezhneft, potentially bringing additional expertise in mature-field rehabilitation, enhanced oil recovery and infrastructure development to the country’s upstream sector.

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Meanwhile, SPOC, which operates Block 5A, contributes approximately 14,000 bpd to national production. Its operations offer further opportunities for technical partnerships focused on sustaining output, rehabilitating existing facilities and improving operational efficiency.

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Beyond brownfield optimization, the joint operating companies’ established partnerships also provide a foundation for broader upstream investment, including opportunities to collaborate with Nilepet on the development of South Sudan’s available exploration acreage. With 14 exploration blocks open to prospective investors, the country is seeking international operators and financiers to accelerate greenfield development and expand its future production base.

As sponsors of SSOP 2026, DPOC, GPOC and SPOC will provide international industry players with an opportunity to engage with South Sudan’s established operating companies and explore commercial partnerships across the upstream value chain.

To register for South Sudan Oil & Power 2026 in Juba on November 24–25, visit: https://SouthSudanOilPower.com/

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

 




 

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Creative Africa Nexus (CANEX) Create-thon, Powered by Gebeya, Announces Nine Winners at Afreximbank’s Creative Africa Nexus Weekend (CANEX WKND) 2026

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Live pitch finale recognises AI-powered African creativity across gaming, video and music

LAGOS, Nigeria, November 12, 2026/APO Group/ –Nine creators have been named winners across gaming, video and music at CANEX WKND 2026, following the live pitch finale of the CANEX Create-thon, powered by Gebeya. Held on 6 November at the Wole Soyinka Centre for Cultural and Creative Arts in Lagos, the session brought together finalists, industry judges and creative and technology leaders to explore Africa’s opportunities in the artificial intelligence economy.

 




  

Organised through the African Export-Import Bank’s (Afreximbank) Creative Africa Nexus (CANEX) programme, in partnership with Gebeya and the Afreximbank Innovation Lab, the competition challenged creators to turn African-inspired ideas into working projects using Gebeya’s Dala Studio. Participants used AI tools within Dala Studio to produce digital games, videos and music, supported by computing resources and technical guidance. The session- which also marked the official launch of the Afreximbank Innovation Lab-aimed to demonstrate how access to technology can help African creators turn ideas into AI-powered digital creations, while examining the skills, infrastructure and commercial opportunities needed to build sustainable creative businesses. Alongside the live pitches, a panel discussion explored the theme, “Claiming Our Stake in the AI Revolution”, bringing forth a much needed conversation on the opportunities as well challenges of this fast evolving area, as well as what it means for African creators.

According to Gebeya, around 6,000 creators from 43 countries participated in the competition, submitting 792 games, music tracks and videos built on Dala Studio. The top three creators in each category advanced to the live pitch finale.

Speaking at the opening of the session, Temwa Gondwe, Director, Creatives and Diaspora at Afreximbank, emphasised that Africa’s creative influence must translate into greater ownership and economic returns. He called for affordable computing power, accessible creative tools, effective distribution channels and stronger protection of creators’ intellectual property.

“The question is not whether Africa will participate. The question is how much value Africa will create and own and retain,” Gondwe said.

He highlighted the importance of connecting creators with investors, buyers and audiences, arguing that access to technology must be accompanied by opportunities to build sustainable businesses.

The nine category winners were:

The question is how much value Africa will create and own and retain

  • Gaming: Feven Birhanu, first place; Micheal Nomyongo, second place; and Angulu Paul Otoroza, third place.
  • Video: Racheal Ifeoma Ogugua, first place; Hassan Ahmed, second place; and Temilorun Okediji, third place.
  • Music: Ndaya Victoria Mulidiki, first place; David AMA, second place; and Nadia Eman Ibrahim, third place.

The competition offered a total prize pool of US$50,000. Under its published award structure, first-, second- and third-place prizes in each category are US$7,000, US$3,500 and US$1,500 respectively, with additional awards for qualifying creators from the top 20 African countries.

The live pitch judging panel comprised Oluwasemilore Oludipe, Programmes Manager at Co-creation HUB (CcHUB); Mayenzeke Baza, Chief Investment and Development Officer at CEEIT; and Miebaka Anga, Strategic Partner Manager at YouTube.

Amadou Daffe, Chief Executive Officer and Co-Founder of Gebeya, urged young Africans to move beyond experimenting with AI and use it to create products and services that generate income.

“Knowledge is in the pocket. The question is, what do you do with it?” Daffe said.

He argued that the practical challenge is helping creators recognise and pursue the commercial possibilities of the technology. Drawing on Gebeya’s experience, he highlighted the importance of local-language capabilities and local-currency payment options in making digital tools more accessible to African users.

The panel was moderated by Omolabake Olagunju, Programme Manager at CcHUB Creative Economy. Joining Daffe were Malik Afegbua, Founder of Slick City Media; Uchechi Arinze, Creative Director and Founder of CHéCHI; Ibrahim Tsado Yisa, Africa Director at Udu Technologies; and Oo Nwoye, Founder of TechCircle.

The discussion examined how AI is changing the creation and consumption of creative work, including questions of ownership and originality. Contributions also explored intentional storytelling, cultural representation, algorithmic bias and the cost of accessing digital tools, highlighting the need to consider whose stories are being told and how African cultures are represented.

Emeka Onyia, Afreximbank’s Director, Digital Business and Innovation, described the session as an inaugural activity for the Afreximbank Innovation Lab. He said AI was lowering some of the equipment and production barriers facing creators, while stressing that skills and the effective use of tools remained essential. He also outlined the Lab’s ambition to bring people together to develop ideas and technologies that support African trade.

With a format centred on working projects rather than proposals alone, the Create-Thon combined practical technology access, mentorship and industry exposure. Gebeya also acknowledged IREX’s support for the initiative.

For Afreximbank, the competition forms part of its broader work through CANEX to develop and commercialise Africa’s creative and cultural industries, helping creators reach markets, attract partners and retain more value from their work.

Distributed by APO Group on behalf of Afreximbank.

 




 

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Emirates wins Gold at the 2026 Global Performance Marketing Awards

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Emirates was recognised as the first-ever winner of the Best Travel, Leisure & Experience Campaign award for its work to transform its affiliate marketing programme in Asia Pacific (APAC)

We’re proud to be recognised at the Global Performance Marketing Awards

DUBAI, United Arab Emirates, November 12, 2026/APO Group/ —
  • Inaugural winner in the Best Travel, Leisure & Experience Campaign award category
  • Recognised for the transformation of its Asia Pacific affiliate programme
  • Performance marketing is a fundamental customer growth driver for Emirates

 




  

Emirates (www.Emirates.com) has won Gold in the inaugural Best Travel, Leisure & Experience Campaign category at the 2026 Global Performance Marketing Awards.

Emirates was recognised as the first-ever winner of the Best Travel, Leisure & Experience Campaign award for its work to transform its affiliate marketing programme in Asia Pacific (APAC) – one of the world’s most competitive travel markets where online travel agencies, airlines and travel agents all compete for the same affiliate partners.

The airline rebuilt its affiliate marketing programme by shifting from broad publisher volumes to a refined partner base that works harder without sacrificing efficiency, strengthening direct relationships, and focusing on investments that delivered the greatest impact, along with expanding into new affiliate partner categories. As a result, the airline’s revenue growth from performance marketing in APAC rose 31% in a single year.

At Emirates, performance marketing operates as a strategic engine for customer growth, not only as a marketing channel. An internal team of specialists combine channel expertise with advanced analytics, attribution, customer insights and rich first-party data, and keep a consistent focus on driving incremental revenue, customer quality and lifetime value.

Boutros Boutros, Executive Vice President, Corporate Communications, Marketing & Brand for Emirates Group, said: “We’re proud to be recognised at the Global Performance Marketing Awards. This accolade underscores the team’s commitment to deliver real value for our customers and for the business. Performance marketing is a fundamental commercial growth driver for Emirates, and the team’s rigorous, data-led approach combined with smart automation, delivers substantial value back to the business. Their success is driven by clear strategy, well-defined objectives and disciplined execution, and we’ve improved both the quality of our bookings and revenue outcomes in APAC. It’s a win-win, and congratulations to all the teams involved.”

Emirates’ performance marketing at a glance

  • A core team in Dubai covers affiliate marketing, paid search and metasearch, supported by over 60 digital marketing colleagues and hundreds of partners globally. Together, these three channels delivers more than a third of new customers acquired through emirates.com.
  • The team manages strategy and execution for more than 5,000 always-on campaigns worldwide across search engines, flight search websites and affiliate marketing partners. Big data from partners powers this always-on engine and guides strategic investment decisions supporting more than 4,000 routes in 80 markets.
  • High levels of automation and strict processes allow the team to operate at this scale while keeping decisions consistent, with dedicated specialists across each discipline ensuring best-in-class execution and governance.
  • Exclusive partnerships enable Emirates to bring industry-first and industry-leading advertising solutions to market.

About the awards

The Global Performance Marketing Awards recognise work that drives measurable growth across performance and partnership marketing, and represent the collaborative efforts of brands, agencies, publishers and technology platforms. Entries are scored independently by multiple senior judges from brands, agencies and publishers across the industry, assessing each entry on strategic clarity, quality of execution, partnership collaboration and measurable commercial impact.

This latest win follows Emirates’ shortlisting at the Global Search Awards for Best Use of Search (Travel/Leisure).

Distributed by APO Group on behalf of The Emirates Group.

 




 

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