Ayanda Mbonambi

Senior UX Design lead at Absa Group | Design Digital Products, Drive Growth & Lead Conversations | UX, Behavioural Economics & Experimentation | Panel Moderator & Facilitator

A senior CX executive from South Africa's corporate sector opens the Summit with a candid look at how digital disruption, shifting consumer behaviour, and rising expectations are reshaping CX strategy — and what it takes for large organisations to lead transformation rather than simply react to it.

Industry experts unpack how organisations are moving beyond generic personalisation toward truly individualised journeys, exploring the data foundations, AI models, and governance needed to turn customer insight into meaningful, real-time engagement at scale.

A practitioner-led discussion on designing seamless journeys across web, mobile, social, contact centre, and in-person channels — and the operational, technological, and cultural shifts required to make 'omnichannel' a lived reality.

A dedicated session for the Summit's Event Partner to present the platforms, technologies, and solutions helping organisations modernise customer engagement — from implementation lessons to measurable business outcomes.

CX and HR leaders explore the direct link between employee experience and customer experience, examining how frontline empowerment, internal culture, and leadership behaviour translate into the interactions customers actually feel.

As AI becomes embedded in every customer touchpoint, this panel examines how organisations can innovate responsibly — balancing personalisation and automation with data privacy obligations, transparency, and customer trust.

Closing Day One, a senior CX executive shares hard-won lessons on positioning customer experience as a measurable driver of revenue and growth rather than a cost centre — and how to win sustained executive buy-in for CX investment.

A senior CX executive opens Day Two by challenging delegates to move past satisfaction scores toward experiences that create genuine emotional loyalty, exploring what truly earns repeat business and advocacy in competitive, price-sensitive markets.

Experts examine how chatbots, virtual assistants, and intelligent self-service are reshaping support operations, discussing where automation adds genuine value, where human escalation remains essential, and how to design for both.

A frank discussion on moving beyond vanity metrics to build measurement frameworks that connect customer experience investment to retention, revenue, and lifetime value — and how to present that case convincingly in the boardroom.

The Summit's Event Partner returns with a Day Two session demonstrating practical applications of their solutions, offering delegates a closer look at implementation approaches and measurable results from real deployments.

A forward-looking panel exploring how augmented reality, virtual reality, and other emerging technologies are beginning to reshape retail, financial services, and hospitality experiences — and which use cases are ready for real investment.

Leaders from banking, insurance, and telecommunications discuss the unique CX challenges of operating in tightly regulated environments, and how compliance, security, and customer-centricity can coexist rather than compete.

The Summit closes with a senior CX executive's perspective on the evolving skill set, mindset, and leadership style required to guide customer experience functions through continuous technological and consumer change.