A boardroom-grade agenda
Every session is engineered for decision-makers: measurable CX, financial outcomes and the operating models that make experience a competitive asset rather than a cost line.
21–23 October 2026 · Johannesburg
Customer Experience
Africa's Premier Customer Experience Leadership Event.
- Dates
- 21–23 October 2026
- Venue
- Hotel Sky Sandton
Why attend
Experience is now a balance-sheet conversation.
Customer expectation has outpaced most operating models. The Symposium exists for the leaders who have to close that gap — with evidence, with funding, and with teams that can actually deliver. Over three days you will move from benchmark to blueprint: how CX is measured credibly, how it is resourced through economic pressure, and how it is executed across frontline, data and technology.
Practitioners, not theorists
Keynotes and masterclasses delivered by leaders who have rebuilt journeys, restructured frontlines and defended CX investment to a CFO — and won.
The room you want to be in
Africa's CX, operations, marketing and transformation leadership convene in one venue for three days of curated, high-intent conversation.
Keynote positioning
Where Are We With CX Measurements
Steve Towers is one of the most influential voices in customer experience and business process transformation worldwide. Founder of the BP Group and author of seminal works on Outside-In thinking and Customer Experience Management, he has spent three decades helping global organisations dismantle internally-optimised processes and rebuild them around Successful Customer Outcomes.
His opening address sets the intellectual frame for the entire Symposium: an unflinching audit of how CX is measured today, why so many scorecards fail to move behaviour, and what a credible measurement architecture looks like when it has to survive a boardroom.
- Outside-In and Successful Customer Outcomes
- Beyond NPS: measurement that drives action
- Linking experience to commercial performance
- Case evidence from global transformations
Programme
Three days, one arc.
Foundations on Day 1, execution on Day 2, and experience CX success live on Day 3. Expand each day for the session highlights.
- RegistrationFoyer, First Floor
- MC opens the SymposiumKevin Abbott
- Opening Address: Where Are We With CX MeasurementsSteve Towers
- Keynote 1: Global vs. Regional CX BenchmarksMumbi Odame
- Panel 1: Ubuntu Is the Missing Piece in Modern CXMoses Duma · Dr Nomthandazo Malevu
- Keynote 2: The Hidden Anchor — Employee Wellbeing and CX SuccessDebi Potgieter
- Panel 2: Frontline Burnout and Customer ChurnLuvendra Naidu (Chair)
- Masterclass 1: InovoMain Auditorium
- Keynote 3: Building a Resilient, Human-Centric CX CultureGrace Brown
- Keynote 4: B2B — Becoming IndispensableLynn Baker
- Panel 3: Leadership as the Engine of CX ChangeMegaree Naraidoo (Chair) · Lauren Barbour
- End of Day DrinksSky Bar
- RegistrationFoyer, First Floor
- MC opens Day 2Kevin Abbott
- Opening AddressMain Auditorium
- Keynote 5: From Strategy to ExecutionOlafemi Katane
- Keynote 6: Moving Past Vanity Metrics — Designing Actionable DashboardsMain Auditorium
- Keynote 7: Building CX Dashboards Stakeholders Actually UseProf Adré Schreuder
- Panel 5: Turning Data Into NarrativeMain Auditorium
- Masterclass 2Main Auditorium
- Keynote 8: The Modern CX Software EcosystemAndre Prins
- Panel 6: The Art of CX StorytellingMain Auditorium
- Keynote 9: Scaling CX Delivery Through TechnologyMain Auditorium
- Keynote 10: Speaking the CFO's Language — Connecting CX to FinancePopi Kunene
- RegistrationFoyer, First Floor
- MC opens the last day & Closing AddressKevin Abbott · Aloysius Petersen
- Masterclass 3: The Hitchhiker's Guide to EQTrevor Allman
- Panel: Top Keynote Presentation of the SymposiumMain Auditorium
- Masterclass 4Main Auditorium
- Panel: Next Steps for CX LeadersMain Auditorium
- Masterclass 5Main Auditorium
- Networking & Close of EventSky Lounge
Why this symposium
Built to a different standard.
World-class Speakers
Global authorities and Africa's most credible CX operators share the same stage — including Steve Towers, Prof Adré Schreuder and Mumbi Odame.
Live Q&A & CX Pulse
Ask questions from your seat, rate every session and watch sentiment move in real time as the MC surfaces the room's best thinking.
AI-powered Delegate Experience
A personal agenda, session recommendations, timed reminders and instant access to speaker decks — all in the CXS Connect delegate app.
Executive Networking
Curated introductions, sky-level lounges and structured networking breaks designed for peer-to-peer conversation, not queueing.
Venue
Hotel Sky Sandton
Africa's tallest hotel, in the centre of Johannesburg's business district. Sky-level lounges, a purpose-built auditorium and on-site accommodation put three days of the Symposium under one roof.
Accommodation
On-site rooms and suites at Hotel Sky Sandton with preferential delegate rates — walk from your room to the keynote.
Parking
Secure undercover parking on-site, with Gautrain Sandton Station and OR Tambo transfers minutes away.
Networking spaces
Sky Lounge and Sky Bar host every break and the end-of-day drinks, high above the Sandton skyline.
Dining
Full brunch service in the Sky Restaurant daily, plus continuous barista and refreshment stations.
Connectivity
High-speed venue-wide Wi-Fi and charging throughout the auditorium for a fully digital delegate experience.
Location
5 Rivonia Road, Sandhurst, Sandton — the heart of Johannesburg's business district.
Who should attend
Written for the people who own the outcome.
The Symposium is deliberately cross-functional — because experience never fails in one department.
Partners & sponsors
Testimonials
“The only CX gathering on the continent where the conversation starts at boardroom level and stays there. We left with a measurement model, not a mood board.”
Group Customer Officer
Pan-African financial services
FAQs