Roundtable, CX Excellence Awards & Dinner
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Roundtable, CX Excellence Awards & Dinner

Pullman Nairobi, Upper Hill
June 4, 2026
5:00 PM - 9:00 PM (East Africa Time)
26
Days
05
Hours
40
Minutes
17
Seconds

Step into the next era of customer experience at Exotel's exclusive CXO Roundtable & CX Excellence Awards, powered by CIO Africa — a closed-door evening designed for East Africa's most senior leaders in customer experience, technology, and digital transformation. This invite-only event in Nairobi brings together CXOs from banking, fintech, logistics, agritech, and beyond for a high-value conversation on the operating model reshaping CX across the region: AI-Human Harmony.

 

Explore how leading enterprises are balancing automation with human empathy to deliver faster, smarter, and more trusted customer interactions. Discover how AI handles volume and repetition while human agents focus on judgment and relationship-building — and how the handoff between the two defines whether your CX strategy wins or falls short. Engage in peer-led roundtable discussions with fellow C-suite leaders, draw insights from real deployments across Africa and beyond, and leave with a sharper blueprint for scaling AI-led CX with confidence. The evening culminates in the CX Excellence Awards, recognizing organizations driving innovation, trust, and transformation in customer experience across East Africa.

From Vision to Outcomes

AI-Human Harmony and the Future of CX in East Africa

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Speakers

Prepare to be inspired and enlightened. We have assembled a lineup of industry pioneers, visionary leaders, and experienced practitioners ready to share the insights that are shaping the future.

Co-Founder and Chief Growth Officer, Exotel
Group Head of Product, Watu Credit
Agenda
5:00 PM - 5:30 PM
Registration & Networking
Welcome drinks and canapes. Light networking.
5:30 PM - 5:40 PM
Why This Room, Why Now
5:40 PM - 6:10 PM
Keynote
Customer Experience at the Crossroads: What We Learned Scaling AI in Africa
A practitioner's view on deploying AI in a market where mobile-first isn't a strategy, it's the reality. Covering what worked, what didn't, and what they wish they'd known.
Proud
Proud Dzambukira
Group Head of Product, Watu Credit
6:10 PM - 6:50 PM
Keynote
AI-Human Harmony: The Operating Model for the Next Decade of CX
Sachin
Sachin Bhatia
Co-Founder and Chief Growth Officer, Exotel
6:50 PM - 7:40 PM
Roundtable Discussion
Open Roundtable Discussion
Four key discussion prompts exploring CX challenges and AI trust.
7:40 PM - 8:00 PM
Awards
CX Excellence Awards​
Recognition for each attending organization across four award categories
8:00 PM - 9:00 PM
Dinner & Networking
Sit-down dinner. Continued conversations. 1:1 time with Sachin and the Exotel team.
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