From Strategy to Execution: Closing the Execution Gap in Employee, Customer & Citizen Experience
EXPERIENCE REDEFINED SUMMIT - 2026
9-10 July, 2026
Naivasha, Kenya
2-Day In-Person
July 11th,
Longonot Experience
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Why Redefine Experience Management?
Many organisations have clear experience strategies for employees, customers, and citizens, yet execution often falls short.
Plans are designed. Intentions are set. Investments are made. But without the right systems, accountability, enablement, and measurement, strategy rarely translates into meaningful impact.
The result? Experience remains an aspiration instead of a competitive advantage.
It is time to move from strategy to execution.
What Changes?
The Experience Redefined Summit 2026 is built around one urgent reality: “closing the execution gap in experience management”.
This two-day summit brings together leaders ready to move beyond ideas and into action. Through practical insights, real-world case studies, and actionable conversations, participants will explore what it takes to execute with the discipline required to deliver measurable business results.
What You Will Walk Away With
By the end of the Experience Redefined Summit 2026, participants will leave with:
- A practical execution roadmap to turn strategy into measurable results
- Leadership and alignment frameworks to strengthen accountability
- Actionable tools for experience design
- Measurement strategies that turn insight into smarter decisions
- A clear plan to embed experience into culture, capability, and everyday execution
Who Should Attend
Senior Leaders
- Gain clarity on Experience ROI
- Strengthen leadership alignment and accountability
- Drive XM as a strategic growth lever
CX, Operations, Marketing & HR Managers
- Access practical execution frameworks
- Learn how to drive cross-functional adoption
- Measure XM impact using business KPIs
CX Champions & Transformation Leads
- Build confidence to lead change
- Develop hands-on execution skills
- Influence XM outcomes across teams and functions
Summit Program
Day 1: Design & Enable
Set direction. Align leadership. Design what matters.
- Closing the Execution Gap – Opening Keynote: From Strategy to Results
- From Strategy to Experience Design – Leadership Dialogue
- Leading for Execution – Culture, Alignment & Governance
- Designing Experiences that Matter
- Technology as an Execution Enabler
Day 2: Action Labs
Move from insight to delivery. Solve. Build. Execute.
- From Strategy to Execution in Practice – Case Study Deep Dive
- Journey Redesign in Action (Action Lab)
- From Insight to Action – Making Measurement Drive Decisions
- Solving Real Experience Challenges (Action Lab)
- People, Culture & Capability for Execution – Embedding Experience into Everyday Work
- Building an Execution Roadmap – From Strategy to Immediate Action (Execution Lab)
Session Leads
Convened by The CX Academy Africa, the Experience Redefined Summit is designed to move CX beyond conversation and into consistent, measurable execution.
Dr. Lucy Kiruthu
Director of CX, The CX Academy Africa
Session: From Strategy to Execution in Practice – Case Studies
Paul Kitemu
Director of CX, The CX Academy Africa
Session: Solving Real Experience Challenges
Duncan Juma
Director of CX, The CX Academy Africa
Tickets
Individual Pass
KES 45,500 (Early Bird)
KES 50,500 (Standard)
✔ Full 2-day summit access
✔ Summit Materials
✔ Lunch & tea breaks
✔ Networking cocktail (open bar)
Corporate Table — 5 Seats
KES 227,500 + VAT (Early Bird)
KES 252,500 + VAT (Standard)
✔ Ideal for small leadership teams
✔ Shared learning & alignment
✔ Reserved seating together for action planning
Corporate Table — 10 Seats (Best Value)
KES 409,500 + VAT (Early Bird)
KES 454,500 + VAT (Standard)
✔ Shared learning & alignment
✔ Reserved seating together for action planning
✔ Company logo in program
✔ Recognition during the summit
✔ Group photo feature
Post-Summit Experience: Mt. Longonot Hike (Optional)
As the summit draws to a close, join fellow participants for a guided hike up Mount Longonot, a powerful and symbolic finale to two days of bold conversations and commitments.
Because just like experience transformation, the most rewarding journeys require intention, effort, and action.
What to Expect
- Guided hike and crater rim experience
- Transport to and from the park to the Summit Venue
- Park entry fees
- Bottled water
- Bring a snack
Details
- Date: Saturday, July 11th 2026
- Duration: 5–6 hours
- Fitness Level: Moderate
- Group Size: Limited (early registration recommended)
Partner With Us
Partner with the Experience Redefined Summit 2026 and align your brand with senior experience leaders and decision-makers from across Africa’s top organisations.
Position your organisation at the centre of conversations shaping the future of employee, customer, and citizen experience.
Partnership opportunities include:
- Speaking slot
- Exhibition booth
- Logo placement on event branding materials
- Social media spotlight campaign
- Featured listing in the official summit programme
Associate Partners
An Affiliate of
Call for Papers
We invite experience, HR, Marketing practitioners and business researchers to submit papers that demonstrate how experience transformation is delivered in practice.
Submissions should be
- Actionable and evidence-based
- Focused on real execution
- Relevant to Customer, Employee, or Citizen Experience
We especially welcome
- Real-world case studies
- Tested frameworks
- Applied postgraduate research
What to Submit
- Paper title
- Abstract (max. 500 words)
- 3–5 key insights or findings
- Author(s) profile
Key Relevant Topics
- Designing for execution (journeys, alignment)
- Culture, leadership, and capability building
- Technology & AI as enablers
- Measurement, ROI, and driving action
Be part of redefining how experience is managed.
Submission Deadline: Friday, May 29th 2026
Submit to: Xsummit@CxAcademy.Africa
