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CEM Africa Summit 2025 to Tackle the New Customer Experience (CX) Mandate: Connection, Trust, and Real Value

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Africa Summit

As the continent’s leading customer experience (CX) event returns to Cape Town next week, the CEM Africa Summit 2025 promises to confront the industry’s toughest challenges head-on, from fragmented data strategies and siloed teams to the rising demand for human-centered digital experiences.

Against a backdrop of economic uncertainty and rapid technological disruption, African CX leaders are under more pressure than ever to deliver value that is both measurable and meaningful. But what does “value” really mean in 2025? And how are Africa’s most trusted brands redefining customer connection, trust, and growth?

Ahead of the summit, three headline speakers, Tatiana Ndlovu (Nedbank Africa), Zain Naidoo (Dischem), and Ben Phillips (Fujitsu), shared exclusive insights on the state of customer experience across the continent.

The New Trust Economy 

“The most urgent challenge right now is the digital divide and with it, a crisis of trust,” says Tatiana Ndlovu, Executive Head of Marketing for Nedbank Africa. “Without reliable access, digital transformation can’t fulfil its promise. But even where access exists, trust breaks down when consent isn’t clear and customer data isn’t handled transparently.”

Ndlovu warns that customers today aren’t just choosing brands, they’re choosing ethics. “Top companies are moving fast to rebuild that trust,” she says, “investing in transparent data frameworks, localised content, and frontline empowerment. It’s not just digital, it is human.”

From Broadcast to Bonding 

Zain Naidoo, Head of Digital at Dischem, agrees, but he’s focused on how brands communicate. “We have entered a phase where blasting customers with generic content doesn’t cut it. People want to be seen, heard, and helped, not just sold to.”

He sees the future of CX in Africa being about dialogue over delivery. “It’s not enough to be efficient. The next three years are about moving from broadcasting to bonding, connecting with customers through data that feels personal, not invasive.”

Naidoo also notes the organisational change required to get there. “The brands doing it best are tearing down internal silos. CX, digital, marketing, they are building integrated strategies around shared outcomes. If your teams are still working in isolation, the first step is to get everyone in a room and walk the customer journey together.”

Intent Over Metrics 

CX leaders should walk away with not just inspiration, but actionable strategies that elevate both business outcomes and the lived experience of customers

But is more data always the answer? Ben Phillips, Head of the CX Performance Centre at Fujitsu Europe, doesn’t think so.

“We’re drowning in data. Surveys, scores, dashboards, we don’t need more of them. What we need is clarity. We need to communicate to teams, clearly and simply, what customer experience looks like in their role.”

Phillips calls out one of the industry’s most enduring myths: that “CX is everyone’s job.”

“It’s a well-meaning sentiment, but in practice it becomes meaningless unless people understand what that actually requires of them. We need to stop speaking in generalities and start giving teams specific, role-relevant actions they can take.”

Why CEM Africa Matters Now 

Now in its 13th year, CEM Africa Summit has become the essential annual gathering for African CX leaders, and the 2025 edition is set to be the most strategic yet.

From AI-powered service design to cross-channel orchestration, and from privacy-by-design to customer trust recovery, the agenda features practical insights across financial services, retail, telecommunications, and public services.

“CX can be overwhelming,” says Naidoo, “especially with limited resources and high expectations. But CEM Africa is one of those rare spaces where the noise clears, and you get real answers to real problems.”

Ndlovu echoes the sentiment: “CX leaders should walk away with not just inspiration, but actionable strategies that elevate both business outcomes and the lived experience of customers.”

Ben Phillips sums it up succinctly: “This isn’t about hype. It’s about clarity and execution.”

The CEM Africa Summit 2025 takes place 20–21 August at the CTICC in Cape Town. For more information, visit www.CEMAfricaSummit.com.

Distributed by APO Group on behalf of VUKA Group.

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SLB commissions new fluids systems plant in Pemba to support Mozambique’s offshore energy development

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Mozambique

New facility expands in-country drilling and completion fluids capability, advancing the next phase of SLB’s growth in Mozambique

PEMBA, Mozambique, October 9, 2026/APO Group/ –SLB (NYSE: SLB) (www.SLB.com) announced the opening of a new fluids systems plant in Pemba, Mozambique. The new facility strengthens in-country capacity to prepare, store and deliver drilling and completion fluids for offshore operations, reinforcing the infrastructure needed as Mozambique’s offshore activity grows and its role as a strategic energy hub for East Africa continues to expand.

The commissioning of the plant, also known as a liquid mud plant, coincides with SLB marking 70 years of operations in Mozambique. It reflects the company’s long-term commitment to investing in people, infrastructure and capability that support the country’s long-term offshore energy development plans.

 




  

With an initial storage capacity of 21,000 barrels, the liquid mud plant provides a scalable platform for future growth, supporting multiple customers and rising offshore activity while improving logistics and enhancing operational flexibility.

As SLB marks 70 years in Mozambique, this investment reflects our confidence in the country’s future and our commitment to supporting its energy ambitions

“As SLB marks 70 years in Mozambique, this investment reflects our confidence in the country’s future and our commitment to supporting its energy ambitions,” said Miguel Baptista, Central, East and Southern Africa, Managing Director, SLB. The new liquid mud plant strengthens local energy infrastructure, expands opportunities for local content development, and enhances our ability to support customers as they deliver some of Africa’s most significant offshore energy resources.”

The liquid mud plant project was delivered with strong local participation and that momentum is expected to continue into operations. During project delivery, more than 100 jobs were created in Pemba with nationals representing 80% of the workforce, reflecting a focus on building local capability.

The project was delivered with a strong focus on safety, operational integrity, and quality, achieving more than 67,000 hours worked without a recordable safety incident.

This key infrastructure strengthens SLB’s ability to support consistent service quality and enhance supply chain readiness for increasing offshore activity across Mozambique, supporting customers execute safely and efficiently while developing local skills and expertise.

Key Points:

  • SLB has commissioned a new fluids system plant in Pemba, expanding in-country drilling and completion fluids capability for offshore operations.
  • With an initial storage capacity of 21,000 barrels, the facility provides a scalable platform to support growing offshore activity in Mozambique.
  • The investment marks the next phase of SLB’s growth in Mozambique, strengthening local capability and supporting long-term offshore energy development.

Distributed by APO Group on behalf of SLB.

 

 




 

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South African Energy Storage Association (SAESA) welcomes 4,600 MW battery storage prioritisation and calls for integrated energy planning

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Battery energy storage systems (BESS) are becoming critical system infrastructure, supporting flexibility, reducing avoidable curtailment, shifting energy into periods of demand and strengthening security of supply

JOHANNESBURG, South Africa, October 9, 2026/APO Group/ –The South African Energy Storage Association (SAESA) (www.SAESA.org.za) welcomes the prioritisation of 4,600 MW of battery energy storage under the first Integrated Resource Plan (IRP) 2025 Section 34 determination.

 




  

The timing is significant. Recent Integrated Energy Plan (IEP) modelling and assumptions discussions highlighted a fundamental shift that South Africa’s energy planning now needs to capture: we cannot plan the future power system by counting megawatts of generation alone.

We must plan for when energy is available, where it is available, how it moves through a constrained grid and how it is stored and dispatched when the system needs it most.

The announcement reinforces that shift. Battery energy storage systems (BESS) are becoming critical system infrastructure, supporting flexibility, reducing avoidable curtailment, shifting energy into periods of demand and strengthening security of supply.

For SAESA, the message for the IEP is clear: storage, flexibility and system services must be modelled as integral components of South Africa’s future electricity architecture, with their contribution considered from the outset of generation planning.

“The IEP must plan the power system we are becoming, not simply model the power system we have inherited,” says SAESA.

The IEP must plan the power system we are becoming, not simply model the power system we have inherited

Partnership with C&I Energy + Storage Summit

SAESA is an association partner of the C&I Energy + Storage Summit, created by VUKA Group, taking place on 28–29 October 2026 at The Maslow Hotel, Sandton, Johannesburg.

The summit brings together commercial and industrial energy users, project developers, financiers, regulators and solution providers to explore practical approaches to energy security, procurement and storage deployment.

For businesses assessing how storage can support their operations, the event offers an opportunity to meet SAESA and engage with the wider energy community on the decisions shaping South Africa’s evolving electricity system.

Commercial and industrial energy decision-makers are invited to apply to attend as hosted buyers. Qualifying buyers receive complimentary summit access and curated opportunities to engage with industry partners.

 

Meet SAESA at C&I Energy + Storage Summit: Join the Hosted Buyer Programme

The Hosted Buyer Programme connects commercial and industrial energy decision-makers with solution providers shaping South Africa’s evolving private energy market.

Qualified energy buyers receive complimentary access to the summit and curated engagement with industry partners exploring energy procurement, storage deployment and project development.

Apply for the Hosted Buyer Programme (https://apo-opa.co/4ehLijJ)

Distributed by APO Group on behalf of VUKA Group.

 




 

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Afreximbank welcomes launch of Africa Credit Rating Agency as an important step in strengthening Africa’s financial architecture

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Expanding credible rating coverage can improve the information available to investors and support the development of deeper domestic and regional capital markets

PORT LOUIS, Mauritius, October 8, 2026/APO Group/ –African Export-Import Bank (Afreximbank) (www.Afreximbank.com) welcomes today’s launch of the Africa Credit Rating Agency (AfCRA), an important milestone in strengthening Africa’s financial architecture and expanding the continent’s capacity to generate credible, independent analysis of African credit risk.

 




 
 

Credit ratings play an important role in determining access to capital, influencing investor perceptions and shaping the cost at which governments, institutions and businesses can finance development. It is therefore essential that assessments of African credit risk are independent, rigorous and evidence-based, while reflecting a complete understanding of the structures, institutions and economic realities being assessed.

The establishment of AfCRA adds an important African-led source of credit opinion to the market. Its value will not be measured by whether it produces more favourable ratings, but by the credibility of its analysis, the quality of its data and transparency of its methodology, and its ability to deepen understanding of African sovereigns, sub-sovereigns and corporate credit.

This is particularly important given that many African issuers remain unrated, while local-currency and sub-sovereign markets continue to have limited rating coverage. Expanding credible rating coverage can improve the information available to investors and support the development of deeper domestic and regional capital markets.

AfCRA must set a new benchmark for the continent, maintain its independence, and remain wholly owned and controlled by Africans

Alongside fellow members of the Alliance of African Multilateral Financial Institutions (AAMFI), Afreximbank has consistently maintained that African Multilateral Financial Institutions should be assessed on the basis of their fundamentals, performance, legal frameworks, mandates and operating models. Ensuring that these institutional characteristics are properly understood is essential to achieving informed, balanced and credible assessments of African risk.

Commenting on the uniqueness of the African market, and need for AfCRA’s rating methodology to reflect this, Mr Denys Denya, Senior Executive Vice President, Afreximbank, said: “The rating methodology AfCRA develops must recognise the uniqueness of our environment and its institutional structures. The Agency must set its own standards and not follow those set elsewhere — it must build a unique identity that conforms to an ‘African best practice.”

Highlighting the need for the autonomy of the Africa Credit Rating agency as it takes off, Mr Denya added: “Most importantly, AfCRA must set a new benchmark for the continent, maintain its independence, and remain wholly owned and controlled by Africans. We must all use it, and in return expect a complete assessment of where we (Africa) stand: the strengths the market has ignored, and the weaknesses we still need to fix.”

AfCRA should therefore be seen as complementary to existing international and regional rating agencies, broadening the range of credible analysis available to investors and issuers while strengthening competition, transparency and analytical capacity within Africa’s credit markets.

As Africa seeks to mobilise the scale of capital required for industrialisation, trade, infrastructure and economic transformation, credible African institutions that improve information, strengthen market confidence and deepen the continent’s financial markets will become increasingly important.

Afreximbank congratulates the African Union, the African Peer Review Mechanism (APRM) and all those involved in bringing AfCRA from concept to launch, and looks forward to the contribution the Agency will make to deeper, more transparent and more efficient African capital markets.

Distributed by APO Group on behalf of Afreximbank.

 




 

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