Explore the Program
Welcome to the heart of the Customer Experience Symposium—your roadmap to two days of insight, inspiration, and actionable takeaways. Every session has been curated to help you master the art and science of CX, from emerging technologies to timeless human‑centred principles.
“Shaping the Future of CX in South Africa: Leadership, Trust, and the Dots That Matter”
Opening Address
Debi Potgieter
Founder & MD
Building Customer Loyalty: Strategies for retention and advocacy
Unlocking Loyal customers through customer service: Aligning CX ambition with execution, leveraging tech and human touch for long term value
Moses Duma
Customer Engagement Executive
Building Customer Loyalty: Strategies for retention and advocacy
Panel Discussion - Unlocking Loyal customers through customer service: Aligning CX ambition with execution, leveraging tech and human touch for long term value
Luvendra Naidu
Founder
Rudo Jane Ramavhale
Lecturer
Lizette Akker
Senior Vice President, CX
The Role of Employee Experience in CX: How employee satisfaction impacts customer satisfaction
Traditional interviews often fail to assess whether a prospective employee truly aligns with a company’s values and culture, this presentation will showcase firsthand examples of real-world solutions
Kamani Naidoo
CEO
The Role of Employee Experience in CX: How employee satisfaction impacts customer satisfaction
Panel Discussion - Traditional interviews often fail to assess whether a prospective employee truly aligns with a company’s values and culture, this presentation will showcase firsthand examples of real-world solutions
Lorraine Mekwa
Managing Executive: CX
Baswabile Kgatla
Risk Administrator
Selina de Freitas
Senior CX Lead - Service
Omni Channel Engagement: Intention to Behavior
“Moving from Intention to Behavior - How Omni Channel Engagement can benefit from the new Behavior-to-Intention Ratio”
Adre Schreuder
Founder & MD
Omni Channel Engagement: Intention to Behavior
Panel Discussion - “Moving from Intention to Behavior - How Omni Channel Engagement can benefit from the new Behavior-to-Intention Ratio”
Megaree Naraidoo
Board Member, Chief Information Officer
Olga Molebane
Events Executive
Gary Greenfield
Founder
CX in a Digital Age: Adapting to changing Customer Behavior
CX in a Digital Age: Adapting to changing Customer Behavior
Seolebaleng Lakaje
Client Experience Specialist
CX in a Digital Age: Adapting to changing Customer Behavior
Panel Discussion - CX in a Digital Age: Adapting to changing Customer Behavior
Petunia Dube
Business Development Manager
Deidre Woolwarans
Head of Service
Yonela Gwabe
Senior Operation Rsks Manger
Leoni Links
Head of Digital
Empathy in CX: Understanding and addressing Customer Emotions
Empathy is your CX superpower—learn to tap into customer emotions and turn connection into loyalty
Peach Olive
CEO
Empathy in CX: Understanding and addressing Customer Emotions
Panel Discussion - Empathy is your CX superpower—learn to tap into customer emotions and turn connection into loyalty
Lauren Barbour
CX Consultant
Candice Boucher
Head of Design & Brand
Mellissa Van Stratten
Lead Auditor
Unpacking CX in South Africa for 2025, Opinion – What worked, who done well and what still needs to be done to create a truly Customer Centric Economy and Community
Opening Address
Antonia Oakes
Executive: Customer Experience & complaints
Measuring CX Success: Embracing Change: Measuring what matters in a shifting Consumer Landscape
This promises to deliver valuable insights and practical advice for businesses to stay ahead of the curve
Dr Sarina Howie
Director: Global Products
Measuring CX Success: Embracing Change: Measuring what matters in a shifting Consumer Landscape
Panel Discussion - This promises to deliver valuable insights and practical advice for businesses to stay ahead of the curve
Dr Nomthandazo Malevu
Head of Campaigns and VALUE management
Sandisiwe Yengeni
Senior Manager: Clent Experience & Insights
Kopano Moshoene
Board Member
CX Strategies
The CX Strategy Playbook”: Tools, Templates & Transformation
Clint Payne
Consultant
CX Strategies
Panel Discussion - The CX Strategy Playbook”: Tools, Templates & Transformation
Mpho Mpofu
Consumer Insights Specialists
Mumbi Odame
Head of Client Experience & Design
Nthsholeng Ikpoleng
Lead Consultant
The Good, The Bad, The Ugly
The end of the session will include a ten-minute Self-Assessment Exercise, followed by an Action Planning/Next Steps handout so they have something to go away with
Steve Towers
Founder & Owner
Innovative CX Solutions: Case Studies and Success Stories
Innovative CX Solutions: Case Studies and Success Stories
Eddie Ukpong
Strategy & Technolgy Lead
Innovative CX Solutions: Case Studies and Success Stories
Panel Discussion - Innovative CX Solutions: Case Studies and Success Stories
Prashanti Akaloo
Founder
Grace Brown
Head of Customer Experience and Client Service
Roshan Sookdeo
Global Outsourcing Director
Driving a resilient & sustainable client experience through an integrated mindset
To build a resilient, client-focused business, the mindset must shift from “my function” to “our client.” Resilience and sustainability come from thinking and working as one connected enterprise
Yonela Gwabe
Senior Operation Rsks Manger
Driving a resilient & sustainable client experience through an integrated mindset
Panel Discussion - To build a resilient, client-focused business, the mindset must shift from “my function” to “our client.” Resilience and sustainability come from thinking and working as one connected enterprise
Shaun Naidoo
Co-Founder & Account Director
Khali Young
Key Accounts Manager
Popi Kunene
Chief Operation Officer
Technology in CX: Leveraging AI, chatbot and other Tools to enhance experiences
Customers expect seamless, personalised, and effortless experiences - yet too often, technology creates frustration instead of value. In this keynote, Kerri Prissman, Head of Client Value Management at Inovo, shares lessons from her journey from global tech to customer experience. Drawing on real-world examples, she explores how AI, chatbots, and automation can deliver business outcomes when designed around the customer -and why technology should enhance, not hinder, the human experience.
Kerri Prissman
Sales & Partrnerships Lead
Technology in CX: Leveraging AI, chatbot and other Tools to enhance experiences
Panel Discussion - Customers expect seamless, personalised, and effortless experiences - yet too often, technology creates frustration instead of value. In this keynote, Kerri Prissman, Head of Client Value Management at Inovo, shares lessons from her journey from global tech to customer experience. Drawing on real-world examples, she explores how AI, chatbots, and automation can deliver business outcomes when designed around the customer -and why technology should enhance, not hinder, the human experience.
Dave Benjamin
Co-Founder
Nicolas Callegri
Founder
Nancy Moodley
CEO
Ready to Join Us?
Reserve your spot today and be part of South Africa’s premier CX event.
Aloysius X Petersen
064 148 2345
aloysius@phoenixevents.co.za
Melissa Visser
084 045 2113
melissa@phoenixevents.co.za