CEM Africa Summit 2025 to Tackle Trust, Data Overload, and Human-Centered CX in Cape Town

CAPE TOWN, South Africa — As economic uncertainty and technological disruption reshape the business landscape, the CEM Africa Summit 2025 returns to the Cape Town International Convention Centre (CTICC) on 20–21 August, uniting the continent’s top customer experience (CX) leaders to address the sector’s most pressing challenges.

This year’s agenda zeroes in on overcoming fragmented data strategies, breaking down siloed teams, and meeting the rising demand for human-centered digital experiences—all while redefining what “value” means for African brands in 2025.

The New Trust Economy

“Without reliable access, digital transformation can’t fulfil its promise,” says Tatiana Ndlovu, Executive Head of Marketing for Nedbank Africa. “Even where access exists, trust breaks down when consent isn’t clear and customer data isn’t handled transparently.”

For Ndlovu, the future belongs to brands that lead with ethics: “Top companies are moving fast to rebuild trust—investing in transparent data frameworks, localised content, and frontline empowerment. It’s not just digital, it’s human.”

From Broadcast to Bonding

Zain Naidoo, Head of Digital at Dischem, believes the real shift is in how brands communicate.
“We’ve moved beyond blasting customers with generic content. People want to be seen, heard, and helped, not just sold to,” he says.

Naidoo’s advice for brands? Tear down internal silos. “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

Ben Phillips, Head of the CX Performance Centre at Fujitsu Europe, cautions against the obsession with more data.
“We’re drowning in dashboards. CX isn’t about collecting more metrics—it’s about clarity. People need specific, role-relevant actions they can take to improve the customer experience.”

Why CEM Africa Matters in 2025

Now in its 13th year, CEM Africa Summit remains the premier gathering for African CX professionals, offering strategies for:

• AI-powered service design

• Cross-channel orchestration

• Privacy-by-design

• Customer trust recovery

“This is one of those rare spaces where the noise clears, and you get real answers to real problems,” says Naidoo.
Ndlovu adds, “CX leaders should walk away with actionable strategies that elevate both business outcomes and the lived experience of customers.”

Phillips puts it bluntly: “This isn’t about hype. It’s about clarity and execution.”

For full details, visit www.CEMAfricaSummit.com.