08/15–16/2023 08:00 am

GENESYS at CEM Africa 2023

Cape Town


CEM AFRICA 2023, from August 15 to 16, brings together CX professionals and solution providers to improve customer experience across Africa. Experts share knowledge and solutions to enhance brand perception.
The Customer Experience Management Africa Summit is "Africa's Largest CX Event".

Century City Conference Centre

Century City Conference Centre, Energy Lane, Century City, Cape Town, South Africa

Get directions

Book your meeting


Your request to meet with one of our consultants at our booth is approved.
We will contact you shortly to schedule your meeting.

See you soon!


Experience Orchestration at Scale – Improving Customer Journeys with AI-Driven Optimisation

Tuesday, 15 August 2023

11:15 am – 12:15 pm

Workshop 2F – Room No. MR2

Bringing together human interaction and technology — and harnessing connected data — is at the heart of delivering empathetic customer experiences. Powerful experience orchestration allows brands to deliver consistent service while adding context. And that allows you to provide the right level of empathy and emotional connection in every interaction with your brand.

Experience orchestration, though, goes beyond the contact centre. It encompasses Contact Centre as a Service (CCaaS), experience automation, and experience orchestration capabilities – all on an open cloud platform. The Genesys team will demonstrate the power of Genesys Cloud that unifies customer and agent experiences.

Current and Future CX Trends: The Essentials for a Successful and Sustainable Customer Experience Strategy

Wednesday, 16 August 2023

03:00 pm – 03:45 pm

Panel discussion – main stage

As the world continues to face an uncertain economic future, consumers seek connection, empathy and shared values when they interact with brands.

Organizations need to earn their customers’ loyalty every day, proving their value through seamless and effortless engagement that turns transactions into meaningful relationships.

With customers increasingly managing their lives online, organizations of every size are racing to invest in digital solutions to provide superior CX that stays a step ahead of rising customer expectations. To stay competitive in the evolving digital market, you’ll need to make some bold moves.

Here is what you will learn:

  • Overview of the state of CX in the region
  • Our vision on how to transform CX with Orchestration
  • Case studies from regional and global brands


Carl Thompson

Enterprise Sales Director - UK, I & Nordics, Genesys

Francois Van Os

Senior Solutions Consultant, Genesys

Century City Conference Centre

Century City Conference Centre, Energy Lane, Century City, Cape Town, South Africa