CEM 2019 to set a new benchmark in the customer experience battleground
Kinetic - Jul 22nd, 11:05
SABC, Western Cape Government, KPMG, Multichoice, Nedbank, Uber, and SA Home Loans make up a fraction of the companies not only in attendance but delivering keynote addresses at what remains the largest Customer Experience Management Summit in Africa. The event is taking place from 31st July to 1st August 2019 at the CTICC in Cape Town.
“This event will break new ground, not only in terms of the invaluable insights into how CX initiatives are proving themselves as differentiators for business growth but in that there will be little to no theory. In fact, every aspect of the event has been designed to provide delegates with practical, real-life learnings,” says Shannon Mackrill, Joint Managing Director of Kinetic.
The summit aims to educate CX professionals and business executives via real-world examples and case studies at each stage of the customer journey, ultimately informing and inspiring customer experience strategies that encourage retention and advocacy.
“There is obviously a great reason why we keep coming back to this event because we see a return on investment. One of the big advantages for us is not only to demonstrate our products capabilities and services to our existing customers but also to engage with a whole bunch of new opportunities,” says Genesys Africa.
This year, there will be eighteen keynote addresses from a diverse group of blue-chip business executives, CX specialists and even former Springbok team captain, Corné Krige letting us know how to prepare for excellence. The agenda is well represented with highlights such as:
Keynote 3 – Re-establishing trust - Nosisa Fubu, Director, KPMG South Africa, Ignatius Sehoole, CEO, KPMG South Africa
Keynote 6 - Needs & expectations are not static - Mumzy Segakweng, Head: Marketing & Communications, SABC
Keynote 8 - The leading edge of CX is in Africa - Clint Payne, Senior Manager - Customer Experience, Multichoice
Keynote 14 - U-turning your CX - Taryn Morris, Head of Customer Experience, Uber (Sub-Saharan Africa)
Keynote 15 - Improving customer service by NOT focusing on the customer - Nicki Hill, Head of Innovation and Customer Experience Delivery, Direct Axis
Keynote 17 - Connect through customer journey mapping - Olebogeng Lebo Khubile, Senior Manager Client Operations, Bonitas Business Unit
Keynote 18 - Bootstrapping customer experience management - Antonie Fourie, Senior Manager: Client Experience, Product and Research, SA Home Loans
Events like this, are perfect opportunities for obtaining answers to important business questions, refining strategies around the success of others, networking, creating new partnerships or merely making sure not to miss out or fall behind the curve. Less obviously they are an opportunity, a chance to spark the imagination, to encourage the development of new questions we haven’t yet even thought of and then have them answered immediately.
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