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Customer 360 Africa 2019

Main Conference | 17 & 18 April 2019
Pre-Conference Masterclasses | 16 April 2019
The Maslow, Sandton

Register Today and Save R6 000
Focus Day
16 April 2019
08:30

Registration

Registration

April 16 | 08:30 - 09:30

Speaking:

09:00

Pre-Conference Masterclass 1: HG2CJM (The Hitch Hiker’s Guide to a Customer Journey Map)

Through a live demo you will learn:

  • What to do before starting with a CJM, ensuring that you are clear on the objectives- why are you doing a customer journey map and how is it going to be used to improve your customer service. A CJM may not always be relevant to the problem you are trying to solve.
  • Discover the two parallels to marry when creating a customer journey map- the one layer is the touch points that the customer experience, the other one is the business processes underlying the experiences. When we bring these two parallels together, it is easier to identify gaps that may otherwise not have been evident.
  • Use actual customer data when creating a customer journey map. You need to actually give the customer a voice in the CJM workshop.
  • Have the right people in the room- and by that, I mean not only the people responsible for customer service at a strategic level, but people that deal with customers on a day-to-day basis.

Speaking:

Marrianne De Korte

Marrianne De Korte

Business Manager: Customer Insights & Escalations Management, Telesure

Pre-Conference Masterclass 1: HG2CJM (The Hitch Hiker’s Guide to a Customer Journey Map)

April 16 | 09:00 - 12:30

Through a live demo you will learn:

  • What to do before starting with a CJM, ensuring that you are clear on the objectives- why are you doing a customer journey map and how is it going to be used to improve your customer service. A CJM may not always be relevant to the problem you are trying to solve.
  • Discover the two parallels to marry when creating a customer journey map- the one layer is the touch points that the customer experience, the other one is the business processes underlying the experiences. When we bring these two parallels together, it is easier to identify gaps that may otherwise not have been evident.
  • Use actual customer data when creating a customer journey map. You need to actually give the customer a voice in the CJM workshop.
  • Have the right people in the room- and by that, I mean not only the people responsible for customer service at a strategic level, but people that deal with customers on a day-to-day basis.

Speaking:

Marrianne De Korte

Marrianne De Korte

Telesure

12:30

Lunch & Networking

Lunch & Networking

April 16 | 12:30 - 13:30

Speaking:

1:30

Pre-Conference Masterclass 2: How to use Design Thinking to Create Exceptional Customer Experience

This workshop will provide practical know how on deriving deep insights into customer needs and wants, making it possible to create customer experiences that disrupt incumbents or competitors. It will assist you in understanding expectations and emotional experiences and to derive insight into what delights customers.

BrandLove's resources and training programs have been reviewed and authorized by the CXPA. as an accredited workshop.

Speaking:

Chantel Botha

Chantel Botha

Human Experience & Service Designer | Robotics Educator | CCXP, Brandlove Customer Experience

Pre-Conference Masterclass 2: How to use Design Thinking to Create Exceptional Customer Experience

April 16 | 13:30 - 17:00

This workshop will provide practical know how on deriving deep insights into customer needs and wants, making it possible to create customer experiences that disrupt incumbents or competitors. It will assist you in understanding expectations and emotional experiences and to derive insight into what delights customers.

BrandLove's resources and training programs have been reviewed and authorized by the CXPA. as an accredited workshop.

Speaking:

Chantel Botha

Chantel Botha

Brandlove Customer Experience

5:00

Close of Focus Day

Close of Focus Day

April 16 | 17:00

Speaking:

Day 1
17 April 2019
08:45

Event Ice-Breaker: Human Bingo

The ice breaker is designed to be fun and encourage networking.

Event Ice-Breaker: Human Bingo

April 17 | 08:45 - 08:50

The ice breaker is designed to be fun and encourage networking.

Speaking:

08:50

Welcome & Opening Address

Welcome & Opening Address

April 17 | 08:50 - 09:00

Speaking:

09:00

Keynote Presentation: The Customer Centric Revolution - How Does One Prepare?

Speaking:

Heidi

Heidi Brauer

Brand Mama/CMO, Hollard Insurance

Keynote Presentation: The Customer Centric Revolution - How Does One Prepare?

April 17 | 09:00 - 09:30

Speaking:

Heidi

Heidi Brauer

Hollard Insurance

09:30

Keynote Presentation: What does the Role of the CCO Look Like for South Africa?

This talk will shed some light on the role and where it fits in to the South African landscape.
Edit

Speaking:

Simon Camerer

Simon Camerer

Chief Customer Officer, Multichoice

Keynote Presentation: What does the Role of the CCO Look Like for South Africa?

April 17 | 09:30 - 10:00

This talk will shed some light on the role and where it fits in to the South African landscape.
Edit

Speaking:

Simon Camerer

Simon Camerer

Multichoice

10:00

Reserved for SAS

Reserved for SAS

April 17 | 10:00 - 10:30

Speaking:

10:30

Get Refreshed! Mingle.

Get Refreshed! Mingle.

March 14 | 10:30 - 11:00

Speaking:

11:00

Associate Partner Presentation - Pivotal Data & Genesys: Enhancing Customers Experience with Artificial Intelligence

Most industries are being transformed by AI and customer engagement is no exception. The explosive growth of data, channels and automation change how customers engage with businesses. This presentation will discuss key requirements for building the AI-powered Customer Experience centre of the future and will include topics such as:

  • Blended AI
  • Predictive engagement and routing
  • Customer journey management and analytics
  • Automation and next-gen self-service

Speaking:

Deon G-Summit 2018 3

Deon Scheepers

Customer Engagement Executive, Pivotal Data

Associate Partner Presentation - Pivotal Data & Genesys: Enhancing Customers Experience with Artificial Intelligence

April 17 | 11:00 - 11:30

Most industries are being transformed by AI and customer engagement is no exception. The explosive growth of data, channels and automation change how customers engage with businesses. This presentation will discuss key requirements for building the AI-powered Customer Experience centre of the future and will include topics such as:

  • Blended AI
  • Predictive engagement and routing
  • Customer journey management and analytics
  • Automation and next-gen self-service

Speaking:

Deon G-Summit 2018 3

Deon Scheepers

Pivotal Data

11:30

Case Study: Shell South Africa - What comes first: CX or EX? Decoding through an on-shoring case study

  • Explore the knowledge and linkages surrounding EX and CX
  • Share a case study of on-shoring South Africa Customer Operations in Shell
  • Provide valuable learnings, tips and tricks in upgrading EX and CX in your organisation

Speaking:

Shane Petersen

Shane Petersen

Head of Customer Operations: SA, Shell

Case Study: Shell South Africa - What comes first: CX or EX? Decoding through an on-shoring case study

April 17 | 11:30 - 12:00

  • Explore the knowledge and linkages surrounding EX and CX
  • Share a case study of on-shoring South Africa Customer Operations in Shell
  • Provide valuable learnings, tips and tricks in upgrading EX and CX in your organisation

Speaking:

Shane Petersen

Shane Petersen

Shell

12:00

Panel Discussion: In Terms of Delivering on Brand Promise - Where Does Marketing End & Customer Experience Management Take Over?

Speaking:

Grace Sikapokoo

Grace Sikapokoo

Head of Journey Management, Liberty Group SA

Riaan Singh

Riaan Singh

Head of CX, Alexander Forbes

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Joanna Ndebele

Joanna Ndebele

Manager: Corporate Brand, Ubank

Panel Discussion: In Terms of Delivering on Brand Promise - Where Does Marketing End & Customer Experience Management Take Over?

April 17 | 12:00 - 12:30

Speaking:

Joanna Ndebele

Joanna Ndebele

Ubank

Riaan Singh

Riaan Singh

Alexander Forbes

Grace Sikapokoo

Grace Sikapokoo

Liberty Group SA

Eloise Boezak

Eloise Boezak

African Bank

12:30

Reserved Associate Partner Presentation

Reserved Associate Partner Presentation

March 14 | 12:30 - 13:00

Speaking:

1:00

What is GDPR's & POPIA's Impact on Delivering Exceptional Customer Experience?

Speaking:

Portia Simelane

Portia Lindi Simelane

Head of IT Governance, Risk and 1Commercial 1st line , Old Mutual Insure

What is GDPR's & POPIA's Impact on Delivering Exceptional Customer Experience?

April 17 | 13:00 - 13:30

Speaking:

Portia Simelane

Portia Lindi Simelane

Old Mutual Insure

1:30

Lunch & Networking

Lunch & Networking

April 17 | 13:30 - 14:30

Speaking:

Stream A

2:30

How does one define the value of insights & how will they become the competitive advantage of the future?

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Riaan Singh

Riaan Singh

Head of CX, Alexander Forbes

How does one define the value of insights & how will they become the competitive advantage of the future?

April 17 | 14:30 - 15:00

Speaking:

Riaan Singh

Riaan Singh

Alexander Forbes

Eloise Boezak

Eloise Boezak

African Bank

Stream B

2:30

What are the drivers of B2B customer experience success & how do they fight for attention against the myriad other corporate priorities?

Speaking:

Antonia Oakes

Antonia Oakes

Head of Customer Experience, Old Mutual

Shane Petersen

Shane Petersen

Head of Customer Operations: SA, Shell

What are the drivers of B2B customer experience success & how do they fight for attention against the myriad other corporate priorities?

April 17 | 14:30 - 15:00

Speaking:

Shane Petersen

Shane Petersen

Shell

Antonia Oakes

Antonia Oakes

Old Mutual

Stream C

2:30

Stream Sponsor: Merchants Group: The artificial reality: a gap between customer experience ambitions and actuality.

More than ever, organisations identify Customer Experience as a competitive differentiator, yet only one in ten is receiving promoter level CX ratings. Why? What are the key challenges facing organisations as they attempt to realise commercial benefits from their CX investments?

Speaking:

Darren Arnold

Darren Arnold

Chief Operating Officer, Merchants Group

Stream Sponsor: Merchants Group: The artificial reality: a gap between customer experience ambitions and actuality.

April 17 | 14:30 - 15:00

More than ever, organisations identify Customer Experience as a competitive differentiator, yet only one in ten is receiving promoter level CX ratings. Why? What are the key challenges facing organisations as they attempt to realise commercial benefits from their CX investments?

Speaking:

Darren Arnold

Darren Arnold

Merchants Group

Stream A

3:00

Case Study: Momentum Digital - Leads - the other moment of truth in insurance

  • How did we discover the problem?
  • The client journey map
  • How did we solve the problem?

Speaking:

Renier Jansen van Vuuren

Renier Jansen van Vuuren

Head: Client Journey, Momentum Digital

Case Study: Momentum Digital - Leads - the other moment of truth in insurance

April 17 | 15:00 - 15:30

  • How did we discover the problem?
  • The client journey map
  • How did we solve the problem?

Speaking:

Renier Jansen van Vuuren

Renier Jansen van Vuuren

Momentum Digital

Stream B

3:00

Case Study: African Bank - Employee engagement - Unlocking the power of CX by focusing on the inside out

- How you change your business and customer experience by staring internally first

- Key principles that help you define radical internal evolution

- How employee engagement helps defines an authentic customer experience that has lasting impact

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Case Study: African Bank - Employee engagement - Unlocking the power of CX by focusing on the inside out

April 17 | 15:00 - 15:30

- How you change your business and customer experience by staring internally first

- Key principles that help you define radical internal evolution

- How employee engagement helps defines an authentic customer experience that has lasting impact

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

Stream C

3:00

Case Study: Hollard: Getting the budget, time and people to make your Cx strategy happen

  • Money talks – ensuring that your Cx strategy grabs the attention of the decision makers and purse holders in your company
  • Get the top walk the talk - tools, techniques and tips for fostering executive buy-in and support into your Cx strategy
  • Realising the promised value - driving implementation and showing value creation to get continued support

Speaking:

Marnitz van Heerden

Marnitz van Heerden

Head: Group Customer Experience, Hollard

Case Study: Hollard: Getting the budget, time and people to make your Cx strategy happen

April 17 | 15:00 - 15:30

  • Money talks – ensuring that your Cx strategy grabs the attention of the decision makers and purse holders in your company
  • Get the top walk the talk - tools, techniques and tips for fostering executive buy-in and support into your Cx strategy
  • Realising the promised value - driving implementation and showing value creation to get continued support

Speaking:

Marnitz van Heerden

Marnitz van Heerden

Hollard

Stream B

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

March 14 | 15:30 - 16:00

Speaking:

Stream C

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

March 14 | 15:30 - 16:00

Speaking:

Stream A

4:00

Case Study: Alexander Forbes Empower

Discovering how the platform degreed.com is turning learning on its head by putting the user at the centre of the experience.

Speaking:

Jessica Matthysen

Jessica Matthysen

Head of Customer Success, Alexander Forbes Empower

Case Study: Alexander Forbes Empower

April 17 | 16:00 - 16:30

Discovering how the platform degreed.com is turning learning on its head by putting the user at the centre of the experience.

Speaking:

Jessica Matthysen

Jessica Matthysen

Alexander Forbes Empower

Stream B

4:00

Case Study: Ster Kinekor Theatres: The importance of Voice of Employee in delivering exceptional CX

Speaking:

Shouneez Baghas

Shouneez Baghas

Head Of Customer Experience, Ster-Kinekor Theatres

Case Study: Ster Kinekor Theatres: The importance of Voice of Employee in delivering exceptional CX

April 17 | 16:00 - 16:30

Speaking:

Shouneez Baghas

Shouneez Baghas

Ster-Kinekor Theatres

Stream C

4:00

Case Study: Heineken Customer Value & The Road Ahead

  • Setting up for success
  • Laying Foundations
  • Delivering Reliable Service
  • Enhancing Customer Experience
  • Collaborating to creating value
  • Building strategic partnerships

Speaking:

CG Latest Professional Pic

Chuvasen Govender

Head of Customer Services, The Heineken Company

Case Study: Heineken Customer Value & The Road Ahead

April 17 | 16:00 - 16:30

  • Setting up for success
  • Laying Foundations
  • Delivering Reliable Service
  • Enhancing Customer Experience
  • Collaborating to creating value
  • Building strategic partnerships

Speaking:

CG Latest Professional Pic

Chuvasen Govender

The Heineken Company

4:30

Customer 360 Africa 2019 - Awards

  1. This is the launch of our Annual awards ceremony for excellence in CX. The categories for the awards are:
  2. Most Customer-Centric Organisation Award
  3. Best Customer experience Award by an Individual
  4. Best Customer experience Award by an Organisation or Team
  5. Most Engaged Employee Award
  6. Best Digital Experience Award

Customer 360 Africa 2019 - Awards

April 17 | 16:30 - 17:00

  1. This is the launch of our Annual awards ceremony for excellence in CX. The categories for the awards are:
  2. Most Customer-Centric Organisation Award
  3. Best Customer experience Award by an Individual
  4. Best Customer experience Award by an Organisation or Team
  5. Most Engaged Employee Award
  6. Best Digital Experience Award

Speaking:

5:00

CX GinFest 2019

CX GinFest 2019

April 17 | 17:00 - 18:00

Speaking:

6:00

Dinner Workshop: AI, IoT, Analytics, Blockchain & Cloud play in creating a human-centre customer experience?

**Separately bookable**

Speaking:

Joshua Knight-1

Joshua Knight

Jet Customer: Strategic Analyst, Edcon

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Jordan Seke

Jordan Seke

CRM Officer & CX Specialist, University of the Witwatersrand

Dinner Workshop: AI, IoT, Analytics, Blockchain & Cloud play in creating a human-centre customer experience?

April 17 | 18:00 - 21:00

**Separately bookable**

Speaking:

Jordan Seke

Jordan Seke

University of the Witwatersrand

Eloise Boezak

Eloise Boezak

African Bank

Joshua Knight-1

Joshua Knight

Edcon

Day 2
18 April 2019
07:30

Registration

Registration

April 18 | 07:30

Speaking:

08:45

Event Ice-Breaker: Human Bingo

The ice breaker is designed to be fun and encourage networking.

Event Ice-Breaker: Human Bingo

April 18 | 08:45 - 08:50

The ice breaker is designed to be fun and encourage networking.

Speaking:

08:50

Welcome & Opening Address

Welcome & Opening Address

April 18 | 08:50 - 09:00

Speaking:

09:00

Keynote Presentation: Empowering CX in an ocean of big data

The topic will cover the following items:

  • The Iron triangle of customer experience
  • The change within the course of time in the journey
  • The move from customer service to customer experience

Speaking:

Jordan Seke

Jordan Seke

CRM Officer & CX Specialist, University of the Witwatersrand

Keynote Presentation: Empowering CX in an ocean of big data

April 18 | 09:00 - 09:30

The topic will cover the following items:

  • The Iron triangle of customer experience
  • The change within the course of time in the journey
  • The move from customer service to customer experience

Speaking:

Jordan Seke

Jordan Seke

University of the Witwatersrand

09:30

Case Study: Supercharging CX measurement - The success experienced by the MultiChoice team

  • The premise of supercharging CX Measurement has benefits beyond pure numbers.
  • The topic looks at how great measurement engages customers and the operational benefit from good measurement.
  • It also highlights how great measurement can improve customer experiences.

Speaking:

Clint Payne

Clint Payne

Program Manager: Customer Experience, MultiChoice

Case Study: Supercharging CX measurement - The success experienced by the MultiChoice team

April 18 | 09:30 - 10:00

  • The premise of supercharging CX Measurement has benefits beyond pure numbers.
  • The topic looks at how great measurement engages customers and the operational benefit from good measurement.
  • It also highlights how great measurement can improve customer experiences.

Speaking:

Clint Payne

Clint Payne

MultiChoice

10:00

Case Study: Anheuser-Busch InBev

Speaking:

ProfilePic

Sameer Jooma

Director: Innovation & Analytics, Solutions Africa , Anheuser-Busch Inbev

Case Study: Anheuser-Busch InBev

January 18 | 10:00 - 10:30

Speaking:

ProfilePic

Sameer Jooma

Anheuser-Busch Inbev

10:30

Get Refreshed! Mingle

Get Refreshed! Mingle

April 18 | 10:30 - 11:00

Speaking:

11:00

Reserved for Associate Partner

Reserved for Associate Partner

March 14 | 11:00 - 11:30

Speaking:

11:30

Case Study: FNB Wealth & Investments

Speaking:

Renee Schoeman

Reneé Schoeman

Quantitative Analyst, First National Bank

Case Study: FNB Wealth & Investments

April 18 | 11:30 - 12:00

Speaking:

Renee Schoeman

Reneé Schoeman

First National Bank

12:00

Case Study: How data & AI is used to optimise client experience in the complex world of insurance

The industry has nearly perfected the simplification of the overwhelming complexities associated with insurance. With small profit margins, common products between competitors, disloyal clients and increasingly random weather storms, one can argue that the successful practice of insurance is at best a roll of the dice. However, the detailed dissection of business operations creates opportunities to apply data science that will beat the odds and increase client experience.

  • Insurance is sold not bought, and that is why data is important. In many cases, telemarketers know more about you that what you probably would like!
  • The ability to convert data into customized client experience is one of the most impactful differentiators any organization can embrace.
  • Clients are evolving from the traditional view of ‘being a number’ to a ‘machine learning variable’. Everyone used to be equal, not everyone is unique and it’s equally disserting…
  • The usage of Artificial Intelligence and Machine Learning is introducing a fundamental gear change in the manner in which organizations optimize their capabilities and, in doing so, allowing a much more rewarding experience to clients.

Speaking:

Case Study: How data & AI is used to optimise client experience in the complex world of insurance

April 18 | 12:00 - 12:30

The industry has nearly perfected the simplification of the overwhelming complexities associated with insurance. With small profit margins, common products between competitors, disloyal clients and increasingly random weather storms, one can argue that the successful practice of insurance is at best a roll of the dice. However, the detailed dissection of business operations creates opportunities to apply data science that will beat the odds and increase client experience.

  • Insurance is sold not bought, and that is why data is important. In many cases, telemarketers know more about you that what you probably would like!
  • The ability to convert data into customized client experience is one of the most impactful differentiators any organization can embrace.
  • Clients are evolving from the traditional view of ‘being a number’ to a ‘machine learning variable’. Everyone used to be equal, not everyone is unique and it’s equally disserting…
  • The usage of Artificial Intelligence and Machine Learning is introducing a fundamental gear change in the manner in which organizations optimize their capabilities and, in doing so, allowing a much more rewarding experience to clients.

Speaking:

12:30

Case Study: Pepsi Co. - Leading vs. lagging indicators - how to survive a VUCA storm?

  • VUCA storms that have occurred in the past and how they manifested/what elements characterized them
  • Companies that have historically been able to survive a VUCA storm and how they survived it i.e. understanding what customer metrics/market metrics these companies used to ensure that they stated relevant within their environment and to their consumers in order to survive the storm
  • what the current VUCA storm looks like and what we could learn from others that have gone before us
  • What indicators to look out for/how to listen to our customers to stay relevant for when the storm settles

Speaking:

Bali Msibi

Bali Msibi

Senior Market Insights Analyst, Pepsi Co.

Case Study: Pepsi Co. - Leading vs. lagging indicators - how to survive a VUCA storm?

April 18 | 12:30 - 13:00

  • VUCA storms that have occurred in the past and how they manifested/what elements characterized them
  • Companies that have historically been able to survive a VUCA storm and how they survived it i.e. understanding what customer metrics/market metrics these companies used to ensure that they stated relevant within their environment and to their consumers in order to survive the storm
  • what the current VUCA storm looks like and what we could learn from others that have gone before us
  • What indicators to look out for/how to listen to our customers to stay relevant for when the storm settles

Speaking:

Bali Msibi

Bali Msibi

Pepsi Co.

1:00

Lunch & Networking

Lunch & Networking

April 18 | 13:00 - 14:00

Speaking:

Stream A

2:00

How AI can power customer experience: Insight within the African context

The Presentation will focus on the following:

  • True customer centricity = Automation + Behavioural change
  • Perceived Vs actual impact of RPA to the customer
  • Why automation is unavoidable and necessary
  • SA’s “Customer Centricity in an automated world” To do list

Speaking:

Corne Janse van Rensburg

Corne Janse van Rensburg

Head of Business Enablement, Wesbank

How AI can power customer experience: Insight within the African context

April 18 | 14:00 - 14:30

The Presentation will focus on the following:

  • True customer centricity = Automation + Behavioural change
  • Perceived Vs actual impact of RPA to the customer
  • Why automation is unavoidable and necessary
  • SA’s “Customer Centricity in an automated world” To do list

Speaking:

Corne Janse van Rensburg

Corne Janse van Rensburg

Wesbank

Stream B

2:00

Cultivating Brand Warriors that will defend your experience

This presentation will give you a playbook of how to ignite passion, purpose and performance in people, which in turn will lead to customers loving your brand. The presentation will provide you with case studies and examples of how brands refocused on their employees to create a unrivalled experience.

Speaking:

Chantel Botha

Chantel Botha

Human Experience & Service Designer | Robotics Educator | CCXP, Brandlove Customer Experience

Cultivating Brand Warriors that will defend your experience

April 18 | 14:00 - 14:30

This presentation will give you a playbook of how to ignite passion, purpose and performance in people, which in turn will lead to customers loving your brand. The presentation will provide you with case studies and examples of how brands refocused on their employees to create a unrivalled experience.

Speaking:

Chantel Botha

Chantel Botha

Brandlove Customer Experience

Stream C

2:00

Is being the best outdated vs. being the favourite?

Based on the book by Richard Mulholland - Legacide

Moderator:

Speaking:

Colette

Colette van Dyk

Executive Head of Marketing, Alexander Forbes Group Services

Jessica Matthysen

Jessica Matthysen

Head of Customer Success, Alexander Forbes Empower

Khanyisile Maseko

Khanyisile Maseko

Customer Insights Analyst, Edcon

Is being the best outdated vs. being the favourite?

April 18 | 14:00 - 14:30

Based on the book by Richard Mulholland - Legacide

Moderator:

Speaking:

Khanyisile Maseko

Khanyisile Maseko

Edcon

Jessica Matthysen

Jessica Matthysen

Alexander Forbes Empower

Colette

Colette van Dyk

Alexander Forbes Group Services

Stream A

2:30

Case Study: UX & the online frictionless experience

  • A/B testing
  • Where we were
  • Where we are
  • Mobi UX vs Destop UX
  • Hotjar videos

Speaking:

Ryan Bacher

Ryan Bacher

Managing Director, Netflorist

Case Study: UX & the online frictionless experience

April 18 | 14:30 - 15:00

  • A/B testing
  • Where we were
  • Where we are
  • Mobi UX vs Destop UX
  • Hotjar videos

Speaking:

Ryan Bacher

Ryan Bacher

Netflorist

Stream B

2:30

Case Study: Sasol

Speaking:

Itumeleng Makgati

Itumeleng Makgati

Vice President – Information Management , Sasol

Case Study: Sasol

April 18 | 14:30 - 15:00

Speaking:

Itumeleng Makgati

Itumeleng Makgati

Sasol

Stream C

2:30

Case Study: Edcon Enhancing the customer experience using AI in Retail

  • Mapping the customer journey: How retailers can leverage AI
  • Trends in AI that are will be play a major role in Retail
  • “AI is not a silver bullet” merging the human element with analytics
  • Formulating a strategy to overcome challenges facing African retailers

Speaking:

Joshua Knight-1

Joshua Knight

Jet Customer: Strategic Analyst, Edcon

Case Study: Edcon Enhancing the customer experience using AI in Retail

April 18 | 14:30 - 15:00

  • Mapping the customer journey: How retailers can leverage AI
  • Trends in AI that are will be play a major role in Retail
  • “AI is not a silver bullet” merging the human element with analytics
  • Formulating a strategy to overcome challenges facing African retailers

Speaking:

Joshua Knight-1

Joshua Knight

Edcon

Stream A

3:00

Get Refreshed! Mingle

Get Refreshed! Mingle

April 18 | 15:00 - 15:30

Speaking:

Stream B

3:00

Get Refreshed! Mingle

Get Refreshed! Mingle

April 17 | 15:00 - 15:30

Speaking:

Stream C

3:00

Get Refreshed! Mingle

Get Refreshed! Mingle

April 18 | 15:00 - 15:30

Speaking:

Stream A

3:30

Case Study: ABSA

Speaking:

Marius De La Rey

Marius De la Rey

Chief Executive: Customer Channels, Distribution and Coverage, ABSA

Case Study: ABSA

April 18 | 15:30 - 16:00

Speaking:

Marius De La Rey

Marius De la Rey

ABSA

Stream B

3:30

Case Study: SA Taxi Be The reason - Customer Experience Is The New Brand : Customer Service isn’t a department, its everyone’s job. The back to basics approach

  • Turning our brand Inside Out: This was about aligning our internal culture with the way we want to be perceived so we fulfill our brand promise naturally. And when customers have faith in our brand, it creates trust.
  • Scaling & improving our implementation, customer on boarding, and technical support, to improve our internal efficiencies.
  • Aligning the customer service strategy to the business strategy by championing impact forums where the entire business understands their impact on the customer
  • Designed the ideal customer experience throughout the entire lifecycle (for each segment and service level) and continuously improve the experience for existing customers
  • Mapped out the existing customer experience and all of their interactions/touch-points
  • Got the entire company thinking about ‘customer experience’ so that all internal decisions are made with the customer in mind through – Being the Reason

Speaking:

Nomty..

Nomty Malevu

Head of Communications & Customer Service , SA Taxi

Case Study: SA Taxi Be The reason - Customer Experience Is The New Brand : Customer Service isn’t a department, its everyone’s job. The back to basics approach

April 18 | 15:30 - 16:00

  • Turning our brand Inside Out: This was about aligning our internal culture with the way we want to be perceived so we fulfill our brand promise naturally. And when customers have faith in our brand, it creates trust.
  • Scaling & improving our implementation, customer on boarding, and technical support, to improve our internal efficiencies.
  • Aligning the customer service strategy to the business strategy by championing impact forums where the entire business understands their impact on the customer
  • Designed the ideal customer experience throughout the entire lifecycle (for each segment and service level) and continuously improve the experience for existing customers
  • Mapped out the existing customer experience and all of their interactions/touch-points
  • Got the entire company thinking about ‘customer experience’ so that all internal decisions are made with the customer in mind through – Being the Reason

Speaking:

Nomty..

Nomty Malevu

SA Taxi

Stream C

3:30

Using Customer Journey Mapping To Unite Leaders And Address Customer Retention Concerns

Using Customer Journey Mapping To Unite Leaders And Address Customer Retention Concerns

April 18 | 15:30 - 16:00

Speaking:

Stream A

4:00

Case Study: Old Mutual South Africa -When customers become evangelists

This presentation will cover the customer lifecycle, how to drive customer loyalty by personlisation, not merely customisation using data and analytics.

Speaking:

Famida Singh

Famida Singh

Head Of Customer Experience, Data and Retention, Old Mutual South Africa

Case Study: Old Mutual South Africa -When customers become evangelists

April 18 | 16:00 - 16:30

This presentation will cover the customer lifecycle, how to drive customer loyalty by personlisation, not merely customisation using data and analytics.

Speaking:

Famida Singh

Famida Singh

Old Mutual South Africa

Stream B

4:00

Case Study: King Price Insurance - Culture to Client

  • Creating/designing culture
  • Hiring culture fit
  • Continuously improving culture - Adaptive culture
  • Results of a healthy culture
  • How do clients benefit from our culture

Speaking:

Marno Boshoff

Marno Boshoff

Culture Evangelist, King Price Insurance

Case Study: King Price Insurance - Culture to Client

April 18 | 16:00 - 16:30

  • Creating/designing culture
  • Hiring culture fit
  • Continuously improving culture - Adaptive culture
  • Results of a healthy culture
  • How do clients benefit from our culture

Speaking:

Marno Boshoff

Marno Boshoff

King Price Insurance

Stream C

4:00

Case Study: CompSol - The value of an emotional connection in Customer Experience design

  • Emotional motivators are the driving force behind the most profitable customer behaviors such as repeat purchase and brand advocacy.
  • Relevant data needed to find out what motivates your customers.
  • By providing a consistent experience throughout the customer journey will turn satisfied customers into connected customers.

Speaking:

WilmaBurger

Wilma Burger

Business Project Manager , CompSol

Case Study: CompSol - The value of an emotional connection in Customer Experience design

April 18 | 16:00 - 16:30

  • Emotional motivators are the driving force behind the most profitable customer behaviors such as repeat purchase and brand advocacy.
  • Relevant data needed to find out what motivates your customers.
  • By providing a consistent experience throughout the customer journey will turn satisfied customers into connected customers.

Speaking:

WilmaBurger

Wilma Burger

CompSol

4:30

Close of Customer360 Africa 2019

Close of Customer360 Africa 2019

April 18 | 16:30

Speaking:

CX Survey