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Customer 360 Africa

Pre-Conference Focus Day 8 September 2020
Main Conference 9-10 September 2020
Sandton, Johannesburg

Book Your Seat Today Download The Agenda Enter the 2020 CX Awards 
Focus Day
8 September 2020
07:30

Registration Opens

Registration Opens

September 8 | 07:30 - 08:30

Speaking:

08:40

Half Day Workshop: New Age Contact Centre - Creating "Effortless" Experiences for our Customers

  • Reinvention of the service contact centre
  • Reconfiguration of the back office incorporating of some 4IR builds
  • Career Pathing done right (High Impact and focused training)

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Half Day Workshop: New Age Contact Centre - Creating "Effortless" Experiences for our Customers

September 8 | 08:40 - 11:10

  • Reinvention of the service contact centre
  • Reconfiguration of the back office incorporating of some 4IR builds
  • Career Pathing done right (High Impact and focused training)

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

2 Half Day Workshops Option 2

08:40

Workshop 1: Journey Mapping: Understanding the purpose, components and methods

We all have heard about Journey Mapping, in fact over 67% of companies are involved in some level of journey mapping. More than 85% of companies that are involved in journey mapping have reported a very positive impact in the business culture and their customer satisfaction scores. Find out why is an advantageous resource in understanding and improving your customer’s current experience, expectations and the role the various stakeholders play. It’s the start of your journey towards building a customer centric culture and truly understanding your customer. We will share the different approaches, methods and uses of CJM.

This workshop is facilitated by the CXPA and is allocated with CPD Points.

Speaking:

Yugesh-1

Yugeshree Frylinck

Position, CXPA

Workshop 1: Journey Mapping: Understanding the purpose, components and methods

September 8 | 08:40 - 11:10

We all have heard about Journey Mapping, in fact over 67% of companies are involved in some level of journey mapping. More than 85% of companies that are involved in journey mapping have reported a very positive impact in the business culture and their customer satisfaction scores. Find out why is an advantageous resource in understanding and improving your customer’s current experience, expectations and the role the various stakeholders play. It’s the start of your journey towards building a customer centric culture and truly understanding your customer. We will share the different approaches, methods and uses of CJM.

This workshop is facilitated by the CXPA and is allocated with CPD Points.

Speaking:

Yugesh-1

Yugeshree Frylinck

CXPA

11:10

Morning Tea & Networking

Morning Tea & Networking

September 8 | 11:10 - 11:40

Speaking:

2 Half Day Workshops Option 2

11:10

Morning Tea & Networking

Morning Tea & Networking

September 8 | 11:10 - 11:40

Speaking:

11:40

Workshop Continues

  • Workforce Optimisation in an unconventional way increasing capability of response
  • 24 by 7 call centre operating model in a newly transactional world
  • The shift from a cost centre to a profit centre (sales through service)

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Workshop Continues

September 8 | 11:40 - 13:10

  • Workforce Optimisation in an unconventional way increasing capability of response
  • 24 by 7 call centre operating model in a newly transactional world
  • The shift from a cost centre to a profit centre (sales through service)

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

2 Half Day Workshops Option 2

11:40

Workshop 1 Continues

Workshop 1 Continues

September 8 | 11:40 - 13:10

Speaking:

1:10

Lunch & Networking

Lunch & Networking

September 8 | 13:10 - 14:10

Speaking:

2 Half Day Workshops Option 2

1:10

Lunch & Networking

Lunch & Networking

September 8 | 13:10 - 14:10

Speaking:

Call Centre Focus Day Option 1

2:10

Site Visit: African Bank Call Centre & King Price Insurance Call Centre

Take this opportunity to visit a world class Contact centre and see how they are doing things differently. This is limited to 15 people.

Site Visit: African Bank Call Centre & King Price Insurance Call Centre

September 8 | 14:10 - 16:30

Take this opportunity to visit a world class Contact centre and see how they are doing things differently. This is limited to 15 people.

Speaking:

2 Half Day Workshops Option 2

2:10

Workshop 2: Design Thinking workshop

You will hit the ground running in this activity driven workshop that incorporates experiential learning, experimentation and great fun! This workshop is facilitated by the CXPA and is allocated with CPD Points. WE’LL GIVE YOU TIPS AND TRICKS TO:

  • Empathy interview & feedback documentation
  • Empathy & Journey Maps
  • Framing process
  • Brainstorming
  • Prototyping
  • How to test and learn (validate)

Speaking:

Workshop 2: Design Thinking workshop

September 8 | 14:10 - 15:00

You will hit the ground running in this activity driven workshop that incorporates experiential learning, experimentation and great fun! This workshop is facilitated by the CXPA and is allocated with CPD Points. WE’LL GIVE YOU TIPS AND TRICKS TO:

  • Empathy interview & feedback documentation
  • Empathy & Journey Maps
  • Framing process
  • Brainstorming
  • Prototyping
  • How to test and learn (validate)

Speaking:

Risk Management In The 4TH Industrial Revolution Looking at Sustainable Client Experience Practices Workshop Option 3

2:10

Workshop: Risk Management In The 4TH Industrial Revolution: Sustainable Client Experience Practices

This workshop and masterclass will provide client experience and insurance professionals with critical insights, skills and tools that will contribute to their continuing professional development. Insurance professionals who are required to stay abreast of trends and insights will earn CPD point(s) for attending this masterclass. This workshop aims not only to address the importance of client experience within the context of the global need for sustainable business practices, but will also empower delegates with researched self and business risk management tools to navigate the 4th Industrial Revolution. The workshop aims to stimulate dialogue with client experience and insurance professionals to contribute towards the global vision for the year 2045 with South African voices; to increase understanding of the threats to that future; and to drive collective action to realize that vision.

This event will award 2 CPD points for insurance professionals.

Speaking:

Workshop: Risk Management In The 4TH Industrial Revolution: Sustainable Client Experience Practices

September 8 | 14:10 - 16:30

This workshop and masterclass will provide client experience and insurance professionals with critical insights, skills and tools that will contribute to their continuing professional development. Insurance professionals who are required to stay abreast of trends and insights will earn CPD point(s) for attending this masterclass. This workshop aims not only to address the importance of client experience within the context of the global need for sustainable business practices, but will also empower delegates with researched self and business risk management tools to navigate the 4th Industrial Revolution. The workshop aims to stimulate dialogue with client experience and insurance professionals to contribute towards the global vision for the year 2045 with South African voices; to increase understanding of the threats to that future; and to drive collective action to realize that vision.

This event will award 2 CPD points for insurance professionals.

Speaking:

2 Half Day Workshops Option 2

3:00

Afternoon Tea & Networking

Afternoon Tea & Networking

September 8 | 15:00 - 15:30

Speaking:

2 Half Day Workshops Option 2

3:30

Workshop 2 Continues How will you feel afterwards?

  • You will feel empowered, inspired and ready to take action the moment you leave.
  • You will have a better understanding of Design Thinking, so you can implement it in your organisation and even facilitate your very workshops.
  • You will feel confident and prepared to try a few different ideas and be agile in the way you approach your business.

Speaking:

Workshop 2 Continues How will you feel afterwards?

September 8 | 15:30 - 16:30

  • You will feel empowered, inspired and ready to take action the moment you leave.
  • You will have a better understanding of Design Thinking, so you can implement it in your organisation and even facilitate your very workshops.
  • You will feel confident and prepared to try a few different ideas and be agile in the way you approach your business.

Speaking:

4:30

Close of Focus Day

Close of Focus Day

September 8 | 16:30

Speaking:

Call Centre Focus Day Option 1

8:40

Half Day Workshop: New Age Contact Centre - Creating "Effortless" Experiences for our Customers

  • Reinvention of the service contact centre
  • Reconfiguration of the back office incorporating of some 4IR builds Career
  • Pathing done right (High Impact and focused training)

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Half Day Workshop: New Age Contact Centre - Creating "Effortless" Experiences for our Customers

September 8 | 8:40 - 11:10

  • Reinvention of the service contact centre
  • Reconfiguration of the back office incorporating of some 4IR builds Career
  • Pathing done right (High Impact and focused training)

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

Day 1
9 September 2020
07:30

Registration Opens

Registration Opens

September 9 | 07:30 - 08:30

Speaking:

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

September 9 | 08:30 - 08:40

Speaking:

08:40

Keynote Presentation: How to Hit the Ground Running When Taking On a New CX Lead Role

There is an increase in the roles of CX manager, Heads and Executives in South Africa. A lot of CX leads struggle with showing results and an impact in the first 90 days of taking on a new CX role and this is detrimental to the future of a CX role / capability within the organisation.

  • Become a super star during the first 90 days of your new CX lead role
  • The new CX executive’s first 90 days toolkit to success
  • The first 90 days – showing results and delivering an impact as a new CX lead

Speaking:

Marnitz van Heerden 06 - FINAL-1

Marnitz van Heerden

Head: Group Customer, Hollard

Keynote Presentation: How to Hit the Ground Running When Taking On a New CX Lead Role

September 9 | 08:40 - 09:10

There is an increase in the roles of CX manager, Heads and Executives in South Africa. A lot of CX leads struggle with showing results and an impact in the first 90 days of taking on a new CX role and this is detrimental to the future of a CX role / capability within the organisation.

  • Become a super star during the first 90 days of your new CX lead role
  • The new CX executive’s first 90 days toolkit to success
  • The first 90 days – showing results and delivering an impact as a new CX lead

Speaking:

Marnitz van Heerden 06 - FINAL-1

Marnitz van Heerden

Hollard

09:10

Deciding which Parts of the CX Journey to Digitize in Order to Drive More Focus for Greater Value and Change

  • What role does design play in creating an end-to-end customer experience?
  • Why it makes sense to focus innovation around people and expectations
  • Customer experience and user experience as essential components of a digital strategy
  • Creating actionable points from values and ideas that lead to innovation

Speaking:

Adri Lubbe

Adri Lubbe

Head: User Experience & Omni Channel, African Bank

Deciding which Parts of the CX Journey to Digitize in Order to Drive More Focus for Greater Value and Change

September 9 | 09:10 - 09:40

  • What role does design play in creating an end-to-end customer experience?
  • Why it makes sense to focus innovation around people and expectations
  • Customer experience and user experience as essential components of a digital strategy
  • Creating actionable points from values and ideas that lead to innovation

Speaking:

Adri Lubbe

Adri Lubbe

African Bank

09:40

Case Study: Customer Service Isn’t a Department, Its Everyone’s Job

  • Aligning your internal culture with the way you want to be perceived so you fulfil your brand promise naturally
  • Scaling and improving your implementation, customer on boarding, and technical support, to improve your internal efficiencies
  • Getting the entire company to think about ‘customer experience’ so that all internal decisions are made with the customer in mind

Speaking:

Nomty..

Nomty Malevu

Head of Communications & Customer Service , SA Taxi

Case Study: Customer Service Isn’t a Department, Its Everyone’s Job

September 9 | 09:40 - 10:10

  • Aligning your internal culture with the way you want to be perceived so you fulfil your brand promise naturally
  • Scaling and improving your implementation, customer on boarding, and technical support, to improve your internal efficiencies
  • Getting the entire company to think about ‘customer experience’ so that all internal decisions are made with the customer in mind

Speaking:

Nomty..

Nomty Malevu

SA Taxi

10:10

Case Study: Using Design Thinking to Create Exceptional Customer Experience

  • Dissecting the combination of design thinking and agile marketing to meet the needs of today’s deviceagnostic customer
  • Deriving deep insights into customer needs and wants when applying design thinking principles
  • Realising the promised value - driving implementation and showing value creation to get continued support for your CX initiatives

Speaking:

Christopher Lloyd

Christopher Lloyd

Head of Digital Disruption and Enablement, Alexander Forbes

Case Study: Using Design Thinking to Create Exceptional Customer Experience

September 9 | 10:10 - 10:40

  • Dissecting the combination of design thinking and agile marketing to meet the needs of today’s deviceagnostic customer
  • Deriving deep insights into customer needs and wants when applying design thinking principles
  • Realising the promised value - driving implementation and showing value creation to get continued support for your CX initiatives

Speaking:

Christopher Lloyd

Christopher Lloyd

Alexander Forbes

10:40

Morning Tea & Networking

Morning Tea & Networking

September 9 | 10:40 - 11:10

Speaking:

11:10

Case Study: The importance of effective communication in Customer Experience

  • Why is communication so important to customers?
  • Using Customer Journey Mapping to identify gaps in communication
  • Principles you should adhere to when communicating with customers
  • Is no communication better than communicating an undesired message?

Speaking:

Janice Docherty

Janice Docherty

Customer Experience Manager, Unsecured Lending, Nedbank

Case Study: The importance of effective communication in Customer Experience

September 9 | 11:10 - 11:40

  • Why is communication so important to customers?
  • Using Customer Journey Mapping to identify gaps in communication
  • Principles you should adhere to when communicating with customers
  • Is no communication better than communicating an undesired message?

Speaking:

Janice Docherty

Janice Docherty

Nedbank

11:40

Identifying the Actionable Customer Insights You Need to Dramatically Improve Customer Retention and Growth

  • Identifying the obstacles to customer retention and growth
  • What is the true cost of customer loss and the value of retention?
  • Addressing the common misbelief that because you have a great product or service that retention will follow naturally
  • Measuring customer service to discover the make-or-break factors that impact retention

Speaking:

Byron Vather-1

Byron Vather

Sales and Marketing Director, Alpha Shipping Agency (PTY) LTD

Identifying the Actionable Customer Insights You Need to Dramatically Improve Customer Retention and Growth

September 9 | 11:40 - 12:10

  • Identifying the obstacles to customer retention and growth
  • What is the true cost of customer loss and the value of retention?
  • Addressing the common misbelief that because you have a great product or service that retention will follow naturally
  • Measuring customer service to discover the make-or-break factors that impact retention

Speaking:

Byron Vather-1

Byron Vather

Alpha Shipping Agency (PTY) LTD

12:10

Lunch & Networking

Lunch & Networking

September 9 | 12:10 - 13:10

Speaking:

Stream A Digitizing Journeys

1:15

STREAM PARTNER PRESENTATION INFOBIP

STREAM PARTNER PRESENTATION INFOBIP

September 9 | 13:15 - 13:45

Speaking:

Stream B Data & Compliance

1:15

Case Study: Trusted Customer Journeys – Securing Your Customer Information

Speaking:

Itumeleng Makgati-1

Itumeleng Makgati

CISO, Sasol

Case Study: Trusted Customer Journeys – Securing Your Customer Information

September 9 | 13:15 - 13:45

Speaking:

Itumeleng Makgati-1

Itumeleng Makgati

Sasol

Stream A Digitizing Journeys

1:45

Case Study: Using the Force towards Digital Channels, and keeping Employees Engaged

  • Sharing the Shell case study on digital conversion and accelerating the change
  • Understanding the digital channel “force” and tipping point for the organisation and customer
  • Creating and sustaining the employee journey and engagement around digital success

Speaking:

Shane Petersen

Shane Petersen

Head of Customer Operations: SA, Shell

Case Study: Using the Force towards Digital Channels, and keeping Employees Engaged

September 9 | 13:45 - 14:15

  • Sharing the Shell case study on digital conversion and accelerating the change
  • Understanding the digital channel “force” and tipping point for the organisation and customer
  • Creating and sustaining the employee journey and engagement around digital success

Speaking:

Shane Petersen

Shane Petersen

Shell

Stream B Data & Compliance

1:45

Automation of Analytics Process to Display Business Insight

  • Access for executives to Topline information and Insights readily
  • One version of information at all levels of the organisation
  • Collaboration between departments electronically

Speaking:

Alishna Maharaj

Business Operations Manager, Business Operations Manager Ethicare, A div of Aspen Pharmacare

Automation of Analytics Process to Display Business Insight

September 9 | 13:45 - 14:15

  • Access for executives to Topline information and Insights readily
  • One version of information at all levels of the organisation
  • Collaboration between departments electronically

Speaking:

Alishna Maharaj

Business Operations Manager Ethicare, A div of Aspen Pharmacare

Stream A Digitizing Journeys

2:15

Case Study: How to Choose the Right Tech, So That Your Customer Will Choose You

Speaking:

Clint Payne

Clint Payne

Program Manager: Customer Experience, MultiChoice

Case Study: How to Choose the Right Tech, So That Your Customer Will Choose You

September 9 | 14:15 - 14:45

Speaking:

Clint Payne

Clint Payne

MultiChoice

Stream B Data & Compliance

2:15

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

  • Examining how General Data Protection Regulation (GDPR) is designed to increase safeguards around consumer data
  • How can you ensure compliance with the majority the queries raised by GDPR bring channelled through the Customer service teams
  • Putting data protection first and achieving GDPR compliance when it comes to customer experience

Speaking:

Portia Simelane

Portia Lindi Simelane

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

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

September 9 | 14:15 - 14:45

  • Examining how General Data Protection Regulation (GDPR) is designed to increase safeguards around consumer data
  • How can you ensure compliance with the majority the queries raised by GDPR bring channelled through the Customer service teams
  • Putting data protection first and achieving GDPR compliance when it comes to customer experience

Speaking:

Portia Simelane

Portia Lindi Simelane

Old Mutual Insure

Stream A Digitizing Journeys

2:45

The Partnership of Journey Mapping and Business Process Modelling – Does this work?

  • Looking at the relationship between BPM and the Customer Experience
  • How Customer Journey Mapping can be used together with other ways of modelling
  • Showing the flow from the customer perspective so that you can design from the outside in

Speaking:

Lizette Akker

Lizette Akker

CX Design Lead, RMB

The Partnership of Journey Mapping and Business Process Modelling – Does this work?

September 9 | 14:45 - 15:15

  • Looking at the relationship between BPM and the Customer Experience
  • How Customer Journey Mapping can be used together with other ways of modelling
  • Showing the flow from the customer perspective so that you can design from the outside in

Speaking:

Lizette Akker

Lizette Akker

RMB

Stream B Data & Compliance

2:45

The Emotion in Customer Experience

  • The topic will give insights to understanding and development of emotional drivers
  • Execution of emotional drivers with observations and learnings from various experiences
  • Impact and outcomes of delivering the emotional drivers

Speaking:

The Emotion in Customer Experience

September 9 | 14:45 - 15:10

  • The topic will give insights to understanding and development of emotional drivers
  • Execution of emotional drivers with observations and learnings from various experiences
  • Impact and outcomes of delivering the emotional drivers

Speaking:

3:15

Cocktail Function & Networking

Cocktail Function & Networking

September 9 | 15:15 - 16:15

Speaking:

4:15

Customer360 Africa Awards

Customer360 Africa Awards

September 9 | 16:15

Speaking:

Stream A Digitizing Journeys

4:40

Automation of Analytics Process to Display Business Insight

  • Access for executives to Topline information and Insights readily
  • One version of information at all levels of the organisation
  • Collaboration between departments electronically

Speaking:

Alishna Maharaj

Business Operations Manager, Business Operations Manager Ethicare, A div of Aspen Pharmacare

Automation of Analytics Process to Display Business Insight

September 8 | 16:40 - 17:10

  • Access for executives to Topline information and Insights readily
  • One version of information at all levels of the organisation
  • Collaboration between departments electronically

Speaking:

Alishna Maharaj

Business Operations Manager Ethicare, A div of Aspen Pharmacare

Stream B Data & Compliance

4:40

Digitally Enabled Customer Experience – What is the vision?

This presentation will delve into What Radical interoperability is and how it can help pick up the pace on digital transformation and delivering a great customer experience.

Speaking:

Eshmael Mpabanga

Eshmael Mpabanga

Head of Digital Customer & Colleague Engagement, ABSA

Digitally Enabled Customer Experience – What is the vision?

September 8 | 16:40 - 17:10

This presentation will delve into What Radical interoperability is and how it can help pick up the pace on digital transformation and delivering a great customer experience.

Speaking:

Eshmael Mpabanga

Eshmael Mpabanga

ABSA

Day 2
10 September 2020
07:30

Registration Opens

Registration Opens

September 10 | 07:30 - 08:30

Speaking:

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

September 10 | 08:30 - 08:40

Speaking:

08:40

The Partnership of Journey Mapping and Business Process Modelling

  • Looking at the relationship between BPM and the Customer Experience
  • Can the combination of BPM and CX provide better insight into the customer's feelings and motivations
  • Showing the flow from the customer perspective so that you can design from the outside in

Speaking:

Matshego Namane

Matshego Namane

Customer Experience and Design Consultant, ABSA

The Partnership of Journey Mapping and Business Process Modelling

September 10 | 08:40 - 9:10

  • Looking at the relationship between BPM and the Customer Experience
  • Can the combination of BPM and CX provide better insight into the customer's feelings and motivations
  • Showing the flow from the customer perspective so that you can design from the outside in

Speaking:

Matshego Namane

Matshego Namane

ABSA

09:10

Case Study: A Data-Driven Approach to Customer Centricity – Defining a Measurement Framework

  • How do we define key dimensions to measure customer centricity?
  • What are the benefits of measuring these CX dimensions?
  • How does CX metrics and measurements enable pro-active customer engagement and an optimised service design
  • Formulating a data-driven customer centric strategy to overcome challenges in a Pan-African context

Speaking:

Niren Mungar Ram

Niren Mungar-Ram

Head: Analytics Enablement, ABSA Corporate & Investment Bank

Case Study: A Data-Driven Approach to Customer Centricity – Defining a Measurement Framework

September 10 | 09:10 - 09:40

  • How do we define key dimensions to measure customer centricity?
  • What are the benefits of measuring these CX dimensions?
  • How does CX metrics and measurements enable pro-active customer engagement and an optimised service design
  • Formulating a data-driven customer centric strategy to overcome challenges in a Pan-African context

Speaking:

Niren Mungar Ram

Niren Mungar-Ram

ABSA Corporate & Investment Bank

09:40

Case Study: Create and Deliver Exceptional Client Experience

  • Client experience (value-add) vs client service (cost to serve)
  • Client experience as a competitive advantage
  • Integrated service model- delivering customer experience

Speaking:

Thulani Dlamini

Thulani Dlamini

Chief Operating Officer , CIB Africa Corporate

Case Study: Create and Deliver Exceptional Client Experience

September 10 | 09:40 - 10:10

  • Client experience (value-add) vs client service (cost to serve)
  • Client experience as a competitive advantage
  • Integrated service model- delivering customer experience

Speaking:

Thulani Dlamini

Thulani Dlamini

CIB Africa Corporate

10:10

Case Study: Valuable Learnings, Tips and Tricks in Upgrading EX in Your Organisation

  • Identifying the critical elements in creating a strong company culture and better working environment
  • Looking at the crucial aspects that an organisation must consider to gain good insight into the problems affecting Employee Experience
  • The direct impact that your EX has over your customer experience

Speaking:

Penelope

Penelope Khuzwayo

Customer Insights- Loyalty and Service Manager, Sun International

Case Study: Valuable Learnings, Tips and Tricks in Upgrading EX in Your Organisation

September 10 | 10:10 - 10:40

  • Identifying the critical elements in creating a strong company culture and better working environment
  • Looking at the crucial aspects that an organisation must consider to gain good insight into the problems affecting Employee Experience
  • The direct impact that your EX has over your customer experience

Speaking:

Penelope

Penelope Khuzwayo

Sun International

10:40

Morning Tea & Networking

Morning Tea & Networking

September 10 | 10:40 - 11:10

Speaking:

11:10

Digitally Enabled Customer Experience – What is the vision?

This presentation will delve into What Radical interoperability is and how it can help pick up the pace on digital transformation and delivering a great customer experience.

Speaking:

Eshmael Mpabanga

Eshmael Mpabanga

Head of Digital Customer & Colleague Engagement, ABSA

Digitally Enabled Customer Experience – What is the vision?

September 10 | 11:10 - 11:40

This presentation will delve into What Radical interoperability is and how it can help pick up the pace on digital transformation and delivering a great customer experience.

Speaking:

Eshmael Mpabanga

Eshmael Mpabanga

ABSA

11:40

Case Study: Pepsi Co. - Gaining the Customers Trust through Customer Experience

  • 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. - Gaining the Customers Trust through Customer Experience

September 10 | 11:40 - 12:10

  • 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.

12:10

Discussion Group: Why Brands And Businesses Must Prioritise Customer Experience At A Strategic And An Operational Level

With all the options available to them, today’s customers have little to no brand loyalty and will go wherever they are treated best. If organisations do not prioritise CX at a strategic and operational level will they survive in this new economy?

Speaking:

Shouneez Baghas

Shouneez Baghas

Head of Guest Experience , Ster-Kinekor Theatres

Nancy Moodley

Nancy (Reddy) Moodley

Head of Customer Experience & Digital, Nissan South Africa

Discussion Group: Why Brands And Businesses Must Prioritise Customer Experience At A Strategic And An Operational Level

September 10 | 12:10 - 12:40

With all the options available to them, today’s customers have little to no brand loyalty and will go wherever they are treated best. If organisations do not prioritise CX at a strategic and operational level will they survive in this new economy?

Speaking:

Shouneez Baghas

Shouneez Baghas

Ster-Kinekor Theatres

Nancy Moodley

Nancy (Reddy) Moodley

Nissan South Africa

12:40

CX Service Architecture for the Modern Organisation

  • What CX is all about
  • Who are you talking to
  • Customer Journey and brand touchpoints

Speaking:

Fred Beunink

Digital Customer Engagement Lead, MSD South Africa

CX Service Architecture for the Modern Organisation

September 10 | 12:40 - 13:10

  • What CX is all about
  • Who are you talking to
  • Customer Journey and brand touchpoints

Speaking:

Fred Beunink

MSD South Africa

1:10

Lunch & Networking

Lunch & Networking

September 10 | 13:10 - 14:10

Speaking:

Stream D B2B & B2C Customer Experience

2:15

Case Study: Bridging the gap – B2B2C Marketing: How to Achieve a Seamless Customer Experience Across Diverse Audience Groups

  • One customer experience for all, across a multitude of audiences, comprised of many personas – is it even possible?
  • Ensuring brand appeal across these varying segments is equally challenging, considering different race, gender and cultural biases
  • At the end of the day, is it about a ‘ONE SIZE FITS ALL’ marketing approach? Or is ‘CUSTOMISED TO ONE’ the way to go?

Speaking:

Colette

Colette van Dyk

Executive Head of Marketing, Alexander Forbes Group Services

Case Study: Bridging the gap – B2B2C Marketing: How to Achieve a Seamless Customer Experience Across Diverse Audience Groups

September 10 | 14:15 - 14:45

  • One customer experience for all, across a multitude of audiences, comprised of many personas – is it even possible?
  • Ensuring brand appeal across these varying segments is equally challenging, considering different race, gender and cultural biases
  • At the end of the day, is it about a ‘ONE SIZE FITS ALL’ marketing approach? Or is ‘CUSTOMISED TO ONE’ the way to go?

Speaking:

Colette

Colette van Dyk

Alexander Forbes Group Services

Stream E Employee Experience

2:15

Case Study: Client Experience in the minds and hearts of staff, sharing:

  • A systemic approach for bringing together research results and business execution
  • A communication hub for staff involvement
  • Recognition and reward that inspire delivery

Speaking:

Hanneke Loots 1

Hanneke Loots

Operational Manager : Call Centre and Client Care, Sanlam Personal Finance : Shared Services

Case Study: Client Experience in the minds and hearts of staff, sharing:

September 10 | 14:15 - 14:45

  • A systemic approach for bringing together research results and business execution
  • A communication hub for staff involvement
  • Recognition and reward that inspire delivery

Speaking:

Hanneke Loots 1

Hanneke Loots

Sanlam Personal Finance : Shared Services

Stream D B2B & B2C Customer Experience

2:45

Case Study: Building Sustainable Relationships with Customers by Living Your Brand Promise

  • How African Bank is bringing our brand promise of Advancing Lives to life for our customers
  • How understanding your customers gives you the edge
  • Powerful connections build bullet proof relationships

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Case Study: Building Sustainable Relationships with Customers by Living Your Brand Promise

September 10 | 14:45 - 15:15

  • How African Bank is bringing our brand promise of Advancing Lives to life for our customers
  • How understanding your customers gives you the edge
  • Powerful connections build bullet proof relationships

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

Stream E Employee Experience

2:45

Deciding which Parts of the CX Journey to Digitise in Order to Drive More Focus for Greater Value and Change

  • What role does design play in creating an end-to end customer experience?
  • Why it makes sense to focus innovation around people and expectations
  • Customer experience and user experience as essential components of a digital strategy
  • Creating actionable points from values and ideas that lead to innovation

Speaking:

Rya-Mari Muller

Rya-Mari Muller

Business development and Growth, FNB International

Deciding which Parts of the CX Journey to Digitise in Order to Drive More Focus for Greater Value and Change

September 10 | 14:45 - 15:10

  • What role does design play in creating an end-to end customer experience?
  • Why it makes sense to focus innovation around people and expectations
  • Customer experience and user experience as essential components of a digital strategy
  • Creating actionable points from values and ideas that lead to innovation

Speaking:

Rya-Mari Muller

Rya-Mari Muller

FNB International

Stream D B2B & B2C Customer Experience

3:15

Case Study: Measuring Client Experience – The Practical Way

  • Sharing elements of the implementation of Bestmed’s Personally Yours service strategy and the impact it had on client (and employee) satisfaction.
  • Designing customer journeys if you don’t own all touch points
  • The difference between intention and reality
  • Client engagements – face them! Feel, See, Hear. Change. Repeat.

Speaking:

Elmarie Jooste

Executive Manager: Client Relations , Bestmed Medical Scheme

Case Study: Measuring Client Experience – The Practical Way

September 10 | 15:15 - 15:45

  • Sharing elements of the implementation of Bestmed’s Personally Yours service strategy and the impact it had on client (and employee) satisfaction.
  • Designing customer journeys if you don’t own all touch points
  • The difference between intention and reality
  • Client engagements – face them! Feel, See, Hear. Change. Repeat.

Speaking:

Elmarie Jooste

Bestmed Medical Scheme

3:45

Close of Conference

Close of Conference

September 10 | 15:45

Speaking:

Stream E Employee Experience

4:00

Case Study: Client Experience in the minds and hearts of staff, sharing:

  • A systemic approach for bringing together research results and business execution
  • A communication hub for staff involvement
  • Recognition and reward that inspire delivery

Speaking:

Hanneke Loots 1

Hanneke Loots

Operational Manager : Call Centre and Client Care, Sanlam Personal Finance : Shared Services

Case Study: Client Experience in the minds and hearts of staff, sharing:

September 8 | 16:00 - 16:30

  • A systemic approach for bringing together research results and business execution
  • A communication hub for staff involvement
  • Recognition and reward that inspire delivery

Speaking:

Hanneke Loots 1

Hanneke Loots

Sanlam Personal Finance : Shared Services

CX Survey