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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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Emirates Holidays and the Kenya Association of Travel Agents Sign Memorandum of Understanding (MoU) to Stimulate Travel and Tourism Opportunities

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September 28, 2026

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The partnership brings together Emirates Holidays’ portfolio of destinations, experiences and package holidays, with KATA’s network of more than 300 travel agencies across Kenya

NAIROBI, Kenya, September 28, 2026/APO Group/ –Emirates Holidays (www.EmiratesHolidays.com), the tour operating arm of Emirates Airline, has signed a Memorandum of Understanding (MoU) with the Kenya Association of Travel Agents (KATA), to stimulate outbound tourism to Dubai and key destinations across the Emirates global network.

 




  

The partnership brings together Emirates Holidays’ portfolio of destinations, experiences and package holidays, with KATA’s network of more than 300 travel agencies across Kenya. It will provide travel professionals with enhanced access to product deep dives, destination insights and competitive promotional opportunities, enabling them to offer more choice and value to their customers.

Under the terms of the MoU, Emirates Holidays and KATA will also explore collaboration on joint marketing and promotional activities, trade webinars and industry events, such as the upcoming 2026 Arabian Travel Market, hosted in Dubai. The partnership will also support the development of targeted packages and offers for KATA member agencies, giving travel agents greater access to Emirates Holidays’ portfolio and the tools to effectively promote and sell Emirates Holidays packages.

The collaboration will focus on Dubai as a key leisure destination, while also showcasing the breadth of destinations available across the Emirates Holidays network, including Bali, Maldives, Sri Lanka, Thailand, Hong Kong, Greece, Finland, Chile, Jamaica, Australia and many more.

The MoU was signed by Maitha Albutehi, Business Development Manager for Emirates Holidays – Africa Markets and Dr Joseph Kithitu, Chairman, Kenya Association of Travel Agents at the Emirates Travel Store in Nairobi. The signing was attended by Christophe Leloup, Emirates’ Country Manager in Kenya, along with Nafisa Salim – Sales Manager Kenya, Emirates.

The signing of this MoU reflects our commitment to building long-term strategic partnerships with the Kenyan travel trade

Commenting on the signing, Christophe Leloup said, “The signing of this MoU reflects our commitment to building long-term strategic partnerships with the Kenyan travel trade. Following the launch of Emirates’ third daily Nairobi service in July, we are now focused on leveraging this enhanced connectivity to stimulate leisure travel and unlock new growth opportunities. Working closely with KATA and its extensive network of travel agencies will allow us to increase awareness of Emirates Holidays, strengthen agent capability, and deliver greater value to travellers across Kenya.”

Dr. Joseph Kithitu – Chairman, Kenya Association of Travel Agents (KATA) said, “For KATA, this MoU represents a strategic step in strengthening the role of Kenyan travel agents in the growing outbound travel market. As travellers increasingly seek diverse destinations and experiences, our members must be well positioned to respond to this demand. Our partnership with Emirates Holidays strengthens the connection between travel agents and a global travel ecosystem, creating opportunities for KATA members to expand their reach, diversify their offerings and remain relevant in a rapidly evolving market.”

The MoU forms part of Emirates Holidays’ wider strategy to strengthen its presence in key African markets through strategic partnerships with travel industry stakeholders. By working closely with the trade, Emirates Holidays aims to increase product awareness, strengthen distribution and support incremental bookings and passenger growth across its air and land offering.

Emirates Holidays makes it easy for travellers from Kenya to book a variety of holidays, with all arrangements managed by their team of expert consultants. From romantic island retreats to family getaways, or vibrant city escapes, Emirates Holidays unlocks premium hotel property stays, attractions and, of course, Emirates flights. Emirates Holidays also offers bespoke travel packages into Kenya, driving inbound tourism for international visitors to experience Kenya’s spectacular wildlife, pristine coastline, vibrant culture and warm hospitality.

Emirates first began operations to Nairobi in 1995 and, over the next 31 years, steadily scaled operations and increased frequencies to 21 weekly flights, fostering stronger connectivity between Nairobi and the wider world. Providing a world-class in-flight experience, Emirates remains the only airline serving Nairobi with private, enclosed First Class cabins.

Distributed by APO Group on behalf of The Emirates Group.

 




 

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Société Nationale des Hydrocarbures (SNH) Joins African Energy Week (AEW) 2026 as Platinum Partner as Cameroon Expands Its Energy Value Chain

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September 28, 2026

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Cameroon’s national hydrocarbons company will use its Platinum Partnership at AEW 2026 to highlight investment across refining, gas development, regional energy cooperation and the wider transformation of the country’s petroleum sector

CAPE TOWN, South Africa, September 25, 2026/APO Group/ –Société Nationale des Hydrocarbures (SNH) will join African Energy Week (AEW) 2026 as a Platinum Partner, placing Cameroon’s national hydrocarbons company at the heart of discussions on how African producers can expand investment, strengthen energy security and build greater value around domestic resources.

 




 
 

Taking place October 12–16 in Cape Town, AEW 2026 will bring together governments, national oil companies, investors and industry leaders from across the continent. For SNH, the partnership comes as Cameroon advances projects extending well beyond conventional upstream activity, from new refining infrastructure and gas development to cross-border energy cooperation.

A major focus is the CSTAR refinery and tank farm project in Kribi, which SNH describes as a strategic component of the transformation of Cameroon’s petroleum sector. The planned refinery will have a capacity of 30,000 barrels per day and is being developed near the Kribi Deep Sea Port. Following board meetings in Dubai in May, SNH said the CSTAR entities reviewed operational and financial priorities and adopted resolutions aimed at implementing the planned infrastructure at the Mboro site, with the company positioning the development as part of efforts to strengthen Cameroon’s petroleum infrastructure and energy sovereignty.

 

Gas development is another area where SNH is pursuing opportunities with regional implications. In February, Cameroon and Equatorial Guinea signed a unitization agreement covering the Yoyo-Yolanda transboundary gas field, following years of negotiations. SNH and Equatorial Guinea’s GEPETROL signed the agreement alongside Chevron, which is involved in the project. SNH has described the field as holding an estimated 2.5 trillion cubic feet of gas, with the development concept including two export pipelines and separate processing facilities at Bipaga in Cameroon and Punta Europa in Equatorial Guinea.

SNH represents the kind of African national energy institution that is increasingly important to the continent’s next investment cycle

 

The agreement illustrates the regional dimension of Cameroon’s hydrocarbons strategy, while also highlighting SNH’s role as the state’s implementing arm in energy-sector development. The company’s mandate covers the promotion of the national petroleum and gas domain, negotiation and monitoring of petroleum and gas contracts, commercialization of the state’s hydrocarbons and development of gas projects for power generation, domestic use and exports.

 

At the same time, Cameroon is seeking to reinvigorate its upstream sector. SNH launched a new promotion cycle for nine free blocks in August 2025, spanning the Douala-Kribi-Campo and Rio del Rey basins, with the company reporting in June 2026 that the results of the call for expressions of interest had been published.

 

“SNH represents the kind of African national energy institution that is increasingly important to the continent’s next investment cycle,” said NJ Ayuk, Executive Chairman of the African Energy Chamber. “Its role extends from resource promotion and commercialization to major infrastructure and regional gas projects, creating multiple entry points for investors, technology providers and financial partners. As a Platinum Partner, SNH will bring Cameroon’s broader energy ambitions directly to the companies and institutions shaping Africa’s energy future.”

 

With its participation at AEW 2026, SNH will have an opportunity to engage investors across the full hydrocarbons value chain – from exploration and production to refining, gas monetization, logistics and regional cooperation – while positioning Cameroon as a market for projects that can translate its existing resource base into greater domestic and regional value.

Distributed by APO Group on behalf of African Energy Chamber.

 




 

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VitrA Tiles Introduces “The Code” concept and the New Codes of Design at Cersaie Fair

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September 28, 2026

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VitrA Tiles showcased The Code concept and innovations to industry professionals through Material Intelligence approach at Cersaie 2026

BOLOGNA, Italy, September 25, 2026/APO Group/ –VitrA Tiles (www.VitrATiles.com) attended the International Exhibition of Ceramic Tile and Bathroom Furnishings Cersaie 2026, which took place in Bologna, Italy on September 21-25, where it hosted architects, designers, customers, and industry professionals. Designed around the Material Intelligence concept, VitrA Tiles showcased its 2027 collections and innovations.

 




 
 

“Every material has a code. Material Intelligence dechiphers it.” This statement lies at the core of VitrA Tiles’ design approach, where it reinterprets naturally available materials through the combination of research, advanced technology, and design expertise. Adding on the aesthetic and technical potential of nature, VitrA Tiles transforms them into original surfaces to create new inspirations for contemporary architecture.

Three design languages

The Code concept represents three design languages to create Resincode, Geocode, and Metacode collections, which will be available to the visitors of Cersaie at the VitrA Tiles booth.

Resincode inspired by the porous, mineral-rich texture of natural concrete with natural transitions and layered surface effects, lending a minimalist, balanced, and refined surface aesthetic to contemporary interiors. Geocode draws inspiration from Spanish limestone, marble, quartzite, and gneiss, bringing the diverse geological heritage of natural stone to ceramic surfaces through a contemporary interpretation, featuring four distinct surface typologies: Alba, Imperio, Rio, and Merano. Metacode, with three distinct surfaces in gold, iron, and copper tones, brings the subtle tonal transitions and soft reflections of a patinated metal texture to ceramic surfaces, blending industrial character with a refined aesthetic.

New Technologies

At Cersaie 2026, VitrA Tiles also showcased its V-Flex and V-Tone innovations alongside its new collections.

V-Flex, powered by Välinge’s Ceraloc® locking technology, represents a tile installation solution which requires no adhesives. Thanks to its special side profiles, the system allows mechanical tile bonding, promising up to five times faster application, unlike conventional bonded tile applications. It supports precise alignment, even grout lines and a clean, professional finish. Individual tiles can be removed and replaced when needed, offering significant advantages to simplify maintenance and repair processes. It also offers acoustic comfort. V-Flex is recommended for retail stores, store chains, showrooms, offices, hotels, educational facilities and commercial spaces.

Focusing on tonal differences in ceramic manufacturing, V-Tone maintains color consistency and design integrity across different surfaces. The integration of V-Tone technology into VitrA Tiles’ production lines is continuing.

Distributed by APO Group on behalf of VitrA Tiles.

 

 




 

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