Agenda
Opening keynote: Becoming Customer Centric - Act like A human, Think Like a Brand
Musa Kalenga, author, marketer, brand communication specialist, writer and entrepreneur
International keynote address: The global state of Customer Experience
Steve Towers, (ACXC, CPPC), CEO & Founder, BP Group
- The 5 Key next practices underway with the CX Leaders
- A hit list of what NOT to do in your CX Initiatives
- A CX flight plan for African companies wanting to be the best
Keynote address: Delighting the digital-first customer with effortless customer service
Kodainayaki Seenivasan, Senior solutions engineer, Freshworks
Introducing...customer experience value management (CXVM)
Yudhvir Seetharam, head of analytics, insights and research, First National Bank Commercial
- Is CXVM the new silver bullet?
- Why should we combine CVM and CXM initiatives?
- How do we combine CVM and CXM initiatives?
- Is CXVM just another word for digital transformation?
Keynote address: How to adjust and adapt to the accelerated rate of digital disruption as a CX professional
Yugeshree Frylinck (CXPA),, Customer Experience Officer | Managing Consultant | Strategist | Founder, The CX Group
- The importance of continually monitoring and tracking your organisation’s digital customer experiences to accelerate your company's digital transformation journey
- Understanding the new, digital customer experience
- How digital transformation is compelling companies to change their business models and adapt to the new customer needs and demands.
Unlock innovation with data driven CX
Marvin Ngobeni, customer engineer, smart analytics, Google Cloud
- How to leverage data to create more personalised experiences;
- The importance of having and utilising accurate data to uncover areas of improvement; and
- What are the foundational practices required to leverage data and enhance end-to-end customer experience
The road is littered with failed digital tools. Why?
Janette Fiander, CCXP, founder and director, Kiewit Ltd (UK)
We delve into a client centric approach to building digital tools that puts us - the humans into the centre of the picture instead of purely creating digital to replace humans. Looking at digital that drives adoption that drives a reduction in boring human tasks, which unleashes humans to do what they do best – connect at the right moments with the right tools. Unleashing the power of a full experience that is connected, logical and based in human need. A sneak peek into what works and how you can unlock the important elements for successful digital adoption.
Reinventing CX, balancing budget and new expectations
Douglas McNeilage, regional director, Verint South Africa
As a CX leader, your world is one of increased customer expectations and infinite channels, versus strained budgets and resources. In a typical organisation, with a contact centre, back office, branches, social media, website presence and more, organisations have become highly siloed in these areas, both in terms of people and data.
- How can you engage with customers in the right way at the right time, increasing capacity, flexibility, and agility?
- Is it possible and where do senior customer and transformation leaders start?
The future of customer engagement
Tanya Knowles, advisory board member, Africarare, Africa’s first metaverse
Today’s consumers are hungry for a more digitally enabled customer experience, with world-leading brands racing to enter the metaverse, creating bespoke digital environments and exploring new platforms such as NFT’s. In her talk, Tanya will introduce the potential that the metaverse and blockchain enabled environments hold to not only up your game in terms of customer service but also add new dimension to your overall customer engagement.
CX, transformation and culture
Roland Naidoo, executive head: customer experience and operations, Multichoice Group
Why and how CX is now the #1 business / brand differentiator
Grace Brown, head of service, Johannesburg Stock Exchange
Nowadays; it is no longer enough to provide good products. Businesses have to pay special attention to the experience of the customer while they access, buy and use the said product or service. The speaker will delve into how over the years, customer experience has proven to the key differentiator for businesses. She will explore:
- Why has customer experience become a key differentiator for customers
- The importance of personalisation in the customer experience
- The impactful ways to improve the customer experience;
- The importance of acting upon regular customer feedback to enhance your CX
The exploration of human-centred, value-driven CX strategy in action
Adi Tobias, head of customer experience strategy & operations (Sub-Saharan Africa), Uber
- Discussing the building blocks of this approach
- Key observations
- Potential risks and how to mitigate them
Digital transformation starts with the customer
Tim Mitchell, digital transformation & CX leader, Cadena Growth Partners
In a digitally transformed economy, customers are empowered to make the rules, engage on their own terms and challenge organisations with the most complex of expectations. This keynote on 'Digital Transformation Starts with the Customer' draws on market-leading research to help executive audiences drive customer centricity in a digitally transformed manner. The new world of digital enables organisations to gain a deep understanding of their customer, practice habits of customer-centric organisations and deliver on a digitally transformed customer value proposition.
- Shifting towards a customer-led digital transformation mindset
- Instilling digital customer-centric principles
- Learning an approach to digital customer leadership
- Witnessing digital customer leadership in action
Wrap-up and close of conference from the Chairman
James Francis, writer and ITWeb Brainstorm contributor
