CX Mar 2026 Day 2

Nandipa Zajiji Mntonintshi – CBCA,FPWM, MSc ICF

Understand how value framing, frictionless loyalty, and targeted incentives protect margins, maintain loyalty, and keep customers engaged in sectors where consumer spending is under increasing financial pressure.

Dieketseng Shabangu

Understand hiring, reskilling, and operating models that empower CX teams, foster strategic thinking, and ensure organisational readiness as AI automates routine tasks and elevates value-driven work.

Lauren Wortmann

Darshil Ramchander

Amantha Naidoo

This fireside chat explores how organisations can build and protect customer trust in an AI-driven world, focusing on what trust really means when algorithms increasingly shape customer interactions, brand perception, and business outcomes. Through a thought provoking discussion, Lauren, Amantha Naidoo, and Darshil Ramchander unpack how responsible AI, through transparency, fairness, explainability, governance, and auditability, is not just a compliance requirement but a business imperative for customer experience leaders. Using real brand examples and industry case studies, the session highlights how every AI driven decision can either strengthen or erode trust. The conversation challenges leaders to think differently about the role of algorithms in defining brand behaviour, the risks of bias and opaque decision making, and the need to design AI systems that are fair, consistent, explainable, and worthy of trust. The central message is that responsible AI is not the end goal, trust is the outcome.

Gert Jacobs

Explore roadmaps for scaling CX pilots into full enterprise initiatives, covering organisational structures, funding strategies, KPIs, and change management practices that ensure sustainable customer experience improvements.

Nicolas Callegari

Learn how data pipelines, alerting systems, and intervention strategies empower teams to identify at-risk customers, act proactively, and reduce churn before customers disengage from the brand.

Sandisiwe “Siwe” Yengeni

Explore strategies for contextual offers, frictionless verification, and instant fulfilment that drive higher conversion, increased satisfaction, and competitive advantage in retail, banking, and service sectors.