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Cape Town's CEM Africa Summit set a high benchmark in August with a three-day assembly of workshops, panels and keynotes on AI-driven personalisation, omnichannel integration and CX leadership strategies, firmly reaffirming the continent's place in shaping customer engagement futures. Building on that momentum, Johannesburg gears up for another CX powerhouse when CEM heads to Sandton on 20 November 2025 at the NH Hotel.

The Johannesburg edition will pack a one-day intensive format, delivering hands-on workshops and interactive sessions tailored for professionals eager to translate CX theory into tangible outcomes. Attendees can anticipate deep dives into ROI measurement frameworks, empathic digital transformation, and AI-powered workforce engagement-highlighting how automation can empower rather than replace human agents.

Key highlights of the programme include sessions such as“The Human Element in Digital Transformation,”“Building Trust and Accountability in Public Sector CX,” and workshops on AI-enabled contact-centre design and strategy execution. The agenda culminates in the CX Africa Awards, scheduled for the evening of 19 November, which will celebrate excellence in customer experience across the region. In summary: Johannesburg gears up for another CX powerhouse emphasises the city as the rising centre of Africa's CX innovation.

This expansion marks a deliberate strategy by the CEM Africa brand to decentralise its CX leadership platform beyond Cape Town. Through its evolving regional roadshows-from Rwanda to Kenya and now Johannesburg-it fosters a connected, continent-wide CX community underpinned by shared learning, innovation and celebration.

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