Companies need to focus on growth strategies that include AI and the role of people in organizations.
As businesses continue to navigate the rapidly evolving digital environment shaped by technologies such as artificial intelligence (AI), cloud computing, and edge computing, the importance of balancing innovation and human-centered strategies becomes a more keen focus.
To address these challenges and opportunities, ITWeb will be holding CX Summit 2025 on July 24th in the focus room of Modderfontein in Sandon.
Theme: “Personal Power: Customer Journey in the Digital Age,” the summit explores how organizations integrate digital tools with authentic, human-driven customer experience (CX) strategies.
Key topics include understanding customer needs beyond the digital interface, investigating whether AI can replicate human emotional responses, and examining the boundaries of AI's emotional intelligence.
Despite growing enthusiasm for technology that enables automation, advanced analytics and hyper-personalization, experts emphasize the continued importance of human engagement in digital strategies.
“Digital transformation offers great potential, but businesses should not lose sight of the need for trustworthiness and emotional resonance in customer relationships,” said Lisa Lawlor, event director at ITWeb.
The event will feature a lineup of well-known speakers from both local and international organizations.
The confirmed speakers include:
- Qaalfa Dibeehi, Managing Partner of Human2outcome and International Keynote Speakers, examines the limits of AI's emotional capabilities.
- Uber's sub-Saharan Africa GM Deephesh Thomas discusses the use of advanced AI and data analytics in providing a superpersonal experience.
- Navashnee Moodley, group head of CX at Capitec, shares insights into the deployment of chatbots, virtual assistants and AI-powered CX tools while maintaining the human tone.
- Grace Brown, head of customer experience and client services at the Johannesburg Stock Exchange, will talk about the leadership role in driving exceptional CX outcomes.
Additional topics include:
- Strategic use of generation AI in CX
- Tools to streamline your services through automation
- Meet global CX trends
- Building a consistent, personalized omnichannel experience
As digital tools become more sophisticated, industry leaders are increasingly focused on how to maintain a human touch in technology-driven engagement.
Roller says the summit will provide tangible value to business leaders whose goal is to strengthen their digital strategy.
“We cannot underestimate the role of people in a technology-driven future,” adds Lawler. “This summit will spark essential conversations about what the future of customer experience will look like in a world shared by humans and intelligent systems.”
Click here for more information and registration.
