How CEM Africa Signals the Next Wave of Customer Experience Innovation

AI, strategy, and practical tools take centre stage at Africa’s leading customer experience summit in Cape Town this August

As customer expectations evolve at lightning speed, businesses must innovate or risk being left behind. The Customer Experience Management (CEM) Africa Summit, hosted by Vuka Group from 12–14 August 2025 at the Century City Conference Centre in Cape Town, is poised to redefine the customer engagement landscape across the continent.

With heavyweight speakers from Cisco, Zendesk, and other global CX leaders, the summit brings together thought leaders, strategists, and innovators under one roof to unpack the trends shaping tomorrow’s customer journeys.

AI as the Catalyst for CX Reinvention

Artificial intelligence is no longer futuristic — it’s already redefining customer experience in real-time.

A major highlight will be a keynote from Ahmad Zureiki, Director of Cisco Collaboration Business for MEA, titled: “Driving Business Success: AI’s Role in Redefining Customer Experience.” Zureiki will explore how AI is moving from theory to practice, unlocking transformative CX strategies that improve efficiency, engagement, and business outcomes.

In line with this, Zendesk’s James Stubbs and Matt Harman will present “Beyond Bots: AI at Every Stage of the Customer Journey” — a hands-on workshop demonstrating how Zendesk AI enhances self-service, equips agents with live insights, and automates workflows across the customer journey.

CX Success Requires More Than Just Technology

CEM Africa goes beyond tech talk. Sessions like “Practical Insights on Delivering a Great Customer Experience” dive into strategic execution. Attendees will explore how to align proactive communication, digital tools, and AI to drive measurable outcomes.

Similarly, “Delivering Great CX from Within” explores how improving the employee experience — through AI-driven automation and support — has a direct impact on customer satisfaction. When teams are empowered, customer journeys improve across every touchpoint.

Real-World Lessons From AI Early Adopters

As AI adoption accelerates, learning from real-world applications is essential. “Realisation of AI in the Customer Experience Domain – Lessons Learnt So Far” brings honest insights from organisations already implementing AI in their CX operations. From what worked to what didn’t, this workshop offers tangible takeaways for leaders at every stage of digital transformation.

Why CEM Africa Matters in 2025

With 73% of consumers preferring experience over price (according to PwC), CX is no longer a ‘nice-to-have’ — it’s a competitive advantage. By spotlighting AI-powered innovation, practical CX frameworks, and employee-centric strategies, CEM Africa is the launchpad for the next generation of African customer experience leaders.

As Terry Southam, Group Director: Retail at Vuka Group puts it, “CEM Africa is a catalyst for redefining how businesses connect with customers. With speakers like Cisco’s Ahmad Zureiki and Zendesk’s James Stubbs and Matt Harman, we’re arming delegates with tools to lead the charge in CX innovation.”

Looking Ahead: Transform Today’s Experience for Tomorrow’s Customer

More than a conference, the CEM Africa Summit is a forward-facing platform shaping how businesses across Africa engage with the modern customer. From AI integration to strategic delivery, the summit offers a complete roadmap for future-ready CX.