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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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As global power structures shift, Invest Africa convenes The Africa Debate 2026 to redefine partnership in a changing world

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February 6, 2026

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The Africa Debate 2026 will provide a platform for this essential, era-defining discussion, convening leaders to explore how Africa and its partners can build more balanced, resilient and sustainable models of cooperation

LONDON, United Kingdom, February 5, 2026/APO Group/ –As African economies assert greater agency in a rapidly evolving global order, Invest Africa (www.InvestAfrica.com) is delighted to announce The Africa Debate 2026, its flagship investment forum, taking place at the historic Guildhall in London on 3 June 2026.

Now in its 12th year, The Africa Debate has established itself as London’s premier platform for African investment dialogue since launching in 2014, convening over 800 global decision-makers annually to shape the future of trade, finance, investment, and development across the continent.

Under the theme “Redefining Partnership: Navigating a World in Transition”, this year’s forum will focus on Africa’s response to global economic realignment with greater agency, ambition and economic sovereignty.

The Africa Debate puts Africa’s priorities at the centre of the conversation, moving beyond traditional narratives to focus on ownership, resilience and long-term value creation.

“Volatility is not new to Africa. What is changing is the opportunity to respond with greater agency and ambition,” says Invest Africa CEO Chantelé Carrington.

“This year’s edition of The Africa Debate asks how we strengthen economic sovereignty — from access to capital and investment to financial and industrial policy — so African economies can take greater ownership of their growth. Success will be defined by how effectively we turn disruption into leverage and partnership into shared value.”

The Africa Debate 2026 will provide a platform for this essential, era-defining discussion, convening leaders to explore how Africa and its partners can build more balanced, resilient and sustainable models of cooperation.

Key challenges driving the debate

Core focus areas for this year’s edition of The Africa Debate include:

This year’s edition of The Africa Debate asks how we strengthen economic sovereignty — from access to capital and investment to financial and industrial policy

Global Realignment & New Partnerships

How shifting geopolitical and economic power structures are reshaping Africa’s global partnerships, trade dynamics and investment landscape.

Financing Africa’s Future

The growing need to reform the global financial architecture, new approaches to development finance, as well as the strengthening of market access and financial resilience of African economies in a changing global system.

Strategic Value Chains

Moving beyond primary exports to build local value chains in critical minerals for the green economy. Also addressing Africa’s energy access gap and mobilising investment in renewable and transitional energy systems.

Digital Transformation & Technology

Unlocking growth in fintech, AI and digital infrastructure to drive productivity, inclusion, and the next phase of Africa’s economic transformation.

The Africa Debate 2026 offers a unique platform for high-level dialogue, deal-making, and strategic engagement. Attendees will gain actionable insights from leading policymakers, investors and business leaders shaping Africa’s economic future, while building strategic partnerships that define the continent’s next growth phase.

Registration is now open (http://apo-opa.co/46b19gj).

Distributed by APO Group on behalf of Invest Africa.

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Zion Adeoye terminated as Chief Executive Officer (CEO) of CLG due to serious personal and professional conduct violations

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3 days ago

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February 6, 2026

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After a thorough internal and external investigation, along with a disciplinary hearing chaired by Sbongiseni Dube, CLG (https://CLGglobal.com) has made the decision to terminate Zion Adeoye due to serious personal and professional conduct violations. This process adhered to the Code of Good Practice of the Labour Relations Act, ensuring fairness, transparency, and compliance with South African law.

Mr. Adeoye has been held accountable for several serious offenses, including:

  • Making malicious and defamatory statements against colleagues
  • Extortion
  • Intimidation
  • Fraud
  • Misuse of company funds
  • Theft and misappropriation of funds
  • Breach of fiduciary duty
  • Mismanagement

His actions are in direct contradiction to our firm’s core values. We do not approve of attorneys spending time in a Gentleman’s Club. CLG deeply regrets the impact this situation has had on our colleagues and continues to provide full support to those affected.

We want to express our gratitude to those who spoke up and to reassure everyone at the firm of our unwavering commitment to maintaining a respectful workplace. Misconduct of any kind is unacceptable and will be addressed decisively.

We recognize the seriousness of this matter and have referred it to the appropriate law enforcement, regulatory, and legal authorities in Nigeria, Mauritius, and South Africa. We kindly ask that the privacy of the third party involved be respected.

Distributed by APO Group on behalf of CLG.

 

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The International Islamic Trade Finance Corporation (ITFC) Strengthens Partnership with the Republic of Djibouti through US$35 Million Financing Facility

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3 days ago

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February 6, 2026

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This facility forms part of the US$600 million, three-year Framework Agreement signed in May 2023 between ITFC and the Republic of Djibouti, reflecting the strong and growing partnership between both parties

JEDDAH, Saudi Arabia, February 5, 2026/APO Group/ –The International Islamic Trade Finance Corporation (ITFC) (https://www.ITFC-IDB.org), a member of the Islamic Development Bank (IsDB) Group, has signed a US$35 million sovereign financing facility with the Republic of Djibouti to support the development of the country’s bunkering services sector and strengthen its position as a strategic regional maritime and trade hub.

The facility was signed at the ITFC Headquarters in Jeddah by Eng. Adeeb Yousuf Al-Aama, Chief Executive Officer of ITFC, and H.E. Ilyas Moussa Dawaleh, Minister of Economy and Finance in charge of Industry of the Republic of Djibouti.

The financing facility is expected to contribute to Djibouti’s economic growth and revenue diversification by reinforcing the competitiveness and attractiveness of the Djibouti Port as a “one-stop port” offering comprehensive vessel-related services. With Red Sea Bunkering (RSB) as the Executing Agency, the facility will support the procurement of refined petroleum products, thus boosting RSB’s bunkering operations, enhancing revenue diversification, and consolidating Djibouti’s role as a key logistics and trading hub in the Horn of Africa and the wider region.

We look forward to deepening this partnership, creating new opportunities, and leveraging collaborative programs to advance key sectors and drive sustainable economic growth

Commenting on the signing, Eng. Adeeb Yousuf Al-Aama, CEO of ITFC, stated:

“This financing reflects ITFC’s continued commitment to supporting Djibouti’s strategic development priorities, particularly in strengthening energy security, port competitiveness, and trade facilitation. We are proud to deepen our partnership with the Republic of Djibouti and contribute to sustainable economic growth and regional integration.”

H.E. Ilyas Moussa Dawaleh, Minister of Economy and Finance in charge of Industry of the Republic of Djibouti, commented: “Today’s signing marks an important milestone in the development of Djibouti’s bunkering services and reflects our strong and valued partnership with ITFC, particularly in the oil and gas sector. This collaboration supports our ambition to position Djibouti as a regional hub for integrated maritime and logistics services. We look forward to deepening this partnership, creating new opportunities, and leveraging collaborative programs to advance key sectors and drive sustainable economic growth.”

This facility forms part of the US$600 million, three-year Framework Agreement signed in May 2023 between ITFC and the Republic of Djibouti, reflecting the strong and growing partnership between both parties.

Since its inception in 2008, ITFC and the Republic of Djibouti have maintained a strong partnership, with a total of US$1.8 billion approved primarily supporting the country’s energy sector and trade development objectives.

Distributed by APO Group on behalf of International Islamic Trade Finance Corporation (ITFC).

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