<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=306561&amp;fmt=gif">

Customer 360 Africa

Pre-Conference Focus Day | 31 March 2020
Main Conference 1 & 2 April 2020 – Johannesburg

Book Your Seat Today Download The Agenda
Focus Day
31 March 2020

Call Centre Focus Day Option 1

07:30

Registration Opens

Registration Opens

March 31 | 07:30 - 08:55

Speaking:

2 Half Day Workshops Option 2

07:30

Registration Opens

Registration Opens

March 31 | 07:30 - 08:30

Speaking:

Call Centre Focus Day Option 1

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

March 31 | 08:30 - 09:00

Speaking:

2 Half Day Workshops Option 2

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

March 31 | 08:30 - 08:40

Speaking:

Call Centre Focus Day Option 1

08:40

RESERVED FOR FOCUS DAY PARTNER

RESERVED FOR FOCUS DAY PARTNER

March 31 | 08:40 - 09:30

Speaking:

2 Half Day Workshops Option 2

08:40

Workshop 1: Customer Journey Mapping

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

Speaking:

Workshop 1: Customer Journey Mapping

March 31 | 08:40 - 11:10

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

Speaking:

Call Centre Focus Day Option 1

09:10

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

March 31 | 09:10 - 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

Call Centre Focus Day Option 1

11:10

Morning Tea & Networking

Morning Tea & Networking

March 31 | 11:10 - 11:40

Speaking:

2 Half Day Workshops Option 2

11:10

Morning Tea & Networking

Morning Tea & Networking

March 31 | 11:10 - 11:40

Speaking:

Call Centre Focus Day Option 1

11:40

Half Day 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

Half Day Workshop Continues

March 31 | 11:40 - 12:40

  • 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

March 31 | 11:40 - 12:40

Speaking:

Call Centre Focus Day Option 1

12:40

RESERVED FOR FOCUS DAY PARTNER

RESERVED FOR FOCUS DAY PARTNER

March 31 | 12:40 - 13:10

Speaking:

2 Half Day Workshops Option 2

12:40

RESERVED FOR FOCUS DAY PARTNER

RESERVED FOR FOCUS DAY PARTNER

March 31 | 12:40 - 13:10

Speaking:

Call Centre Focus Day Option 1

1:10

Lunch & Networking

Lunch & Networking

March 31 | 13:10 - 14:10

Speaking:

2 Half Day Workshops Option 2

1:10

Lunch & Networking

Lunch & Networking

March 31 | 13:10 - 14:10

Speaking:

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

1:30

Workshop 3 Registration

Workshop 3 Registration

March 31 | 13:30 - 14:10

Speaking:

Call Centre Focus Day Option 1

2:10

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

March 31 | 14:10 - 16:00

Speaking:

2 Half Day Workshops Option 2

2:10

Workshop 2: Design Thinking

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

Speaking:

Workshop 2: Design Thinking

March 31 | 14:10 - 15:00

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

Speaking:

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

2:10

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

Workshop 3: Risk Management In The 4TH Industrial Revolution: Sustainable Client Experience Practices In 2020, 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. As facilitators engaged in the biggest-ever global conversation on the world’s future to mark the United Nations 75th anniversary in 2020, 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.

Speaking:

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

March 31 | 14:10 - 15:00

Workshop 3: Risk Management In The 4TH Industrial Revolution: Sustainable Client Experience Practices In 2020, 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. As facilitators engaged in the biggest-ever global conversation on the world’s future to mark the United Nations 75th anniversary in 2020, 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.

Speaking:

2 Half Day Workshops Option 2

3:00

Afternoon Tea & Networking

Afternoon Tea & Networking

March 31 | 15:00 - 15:30

Speaking:

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

3:00

Afternoon Tea & Networking

Afternoon Tea & Networking

March 31 | 15:00 - 15:30

Speaking:

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

3:30

Workshop 3 Continues

Workshop 3 Continues

March 31 | 15:30 - 17:00

Speaking:

4:30

Close of Focus Day

Close of Focus Day

March 31 | 16:30

Speaking:

Day 1
01 April 2020
07:30

Registration Opens

Registration Opens

April 1 | 07:30 - 08:30

Speaking:

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

April 1 | 08:30 - 08:40

Speaking:

08:40

LEAD PARTNER PRESENTATION

LEAD PARTNER PRESENTATION

April 1 | 08:40 - 09:00

Speaking:

09:10

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

April 1 | 09:10 - 09:40

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

09:40

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

  • Aligning your internal culture with the way you want to be perceived so you fulfill 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

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

April 1 | 09:40 - 10:10

  • Aligning your internal culture with the way you want to be perceived so you fulfill 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

Using Design Thinking to Create Exceptional Customer Experience

  • Dissecting the combination of design thinking and agile marketing to meet the needs of today’s device-agnostic 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

Using Design Thinking to Create Exceptional Customer Experience

April 1 | 10:10 - 10:40

  • Dissecting the combination of design thinking and agile marketing to meet the needs of today’s device-agnostic 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

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

April 1 | 10:40 - 11:10

  • 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:

Adri Lubbe

Adri Lubbe

African Bank

11:10

Morning Tea & Networking

Morning Tea & Networking

April 1 | 11:10 - 11:40

Speaking:

11:40

Reserved for Sponsor

Reserved for Sponsor

April 1 | 11:40 - 12:10

Speaking:

12:10

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 Retail and Business Banking, Nedbank

Case Study: The importance of effective communication in Customer Experience

April 1 | 12:10 - 12:40

  • 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

12:40

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

April 1 | 12:40 - 13:10

  • 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

1:10

ASSOCIATE PARTNER PRESENTATION

ASSOCIATE PARTNER PRESENTATION

April 1 | 13:10 - 13:40

Speaking:

1:40

Lunch & Networking

Lunch & Networking

April 1 | 13:40 - 14:40

Speaking:

Stream A Digitizing Journeys

2:40

STREAM PARTNER PRESENTATION

STREAM PARTNER PRESENTATION

April 1 | 14:40 - 15:10

Speaking:

Stream B Data & Compliance

2:40

STREAM PARTNER PRESENTATION

STREAM PARTNER PRESENTATION

April 1 | 14:40 - 15:10

Speaking:

Stream A Digitizing Journeys

3:10

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:

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

April 1 | 15:10 - 15:40

  • 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:

Stream B Data & Compliance

3:10

Case Study: How Analytics Can Help with Customer Experience from a Retail Point of View

  • How does the data-driven approach assist with discovering, analysing and influencing your customers’ journeys
  • The benefits of customer journey analytics across marketing and customer experience
  • Understanding customer behaviour and engage with individual customers on a personal level at scale
  • Formulating a strategy to overcome challenges facing African retailers

Speaking:

Joshua Knight-1

Joshua Knight

Jet Customer: Strategic Analyst, Edcon

Case Study: How Analytics Can Help with Customer Experience from a Retail Point of View

April 1 | 15:10 - 15:40

  • How does the data-driven approach assist with discovering, analysing and influencing your customers’ journeys
  • The benefits of customer journey analytics across marketing and customer experience
  • Understanding customer behaviour and engage with individual customers on a personal level at scale
  • Formulating a strategy to overcome challenges facing African retailers

Speaking:

Joshua Knight-1

Joshua Knight

Edcon

Stream A Digitizing Journeys

3:40

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

April 1 | 15:40 - 16:10

Speaking:

Clint Payne

Clint Payne

MultiChoice

Stream B Data & Compliance

3:40

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:

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

April 1 | 15:40 - 16:10

  • 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:

Stream A Digitizing Journeys

4:10

Case Study: 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
  • 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:

Lizette Akker

Lizette Akker

CX Design Lead, RMB

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

April 1 | 16:10 - 16:40

  • Looking at the relationship between BPM and the Customer Experience
  • How Customer Journey Mapping can be used together with other ways of modelling
  • 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:

Lizette Akker

Lizette Akker

RMB

Stream B Data & Compliance

4:10

Case Study: Trusted Customer Journeys – Securing Your Customer Information Itumeleng Makgati, CISO, Sasol

Speaking:

Itumeleng Makgati-1

Itumeleng Makgati

CISO, Sasol

Case Study: Trusted Customer Journeys – Securing Your Customer Information Itumeleng Makgati, CISO, Sasol

April 1 | 16:10 - 16:40

Speaking:

Itumeleng Makgati-1

Itumeleng Makgati

Sasol

4:40

Cocktail Function & Networking

Cocktail Function & Networking

April 1 | 16:40 - 17:30

Speaking:

5:30

Customer360 Africa Awards

Customer360 Africa Awards

April 1 | 17:30

Speaking:

Day 2
02 April 2020
07:30

Registration Opens

Registration Opens

April 2 | 07:30 - 08:30

Speaking:

08:30

Welcome & Opening Remarks

Welcome & Opening Remarks

April 2 | 08:30 - 08:40

Speaking:

08:40

ASSOCIATE PARTNER PRESENTATION

ASSOCIATE PARTNER PRESENTATION

April 2 | 08:40 - 09:10

Speaking:

09:10

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

April 2 | 09:10 - 09:30

  • 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

09:30

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:

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

April 2 | 09:30 - 09:50

  • 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:

09:50

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:

Create and Deliver Exceptional Client Experience

April 2 | 09:50 - 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:

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:

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

April 2 | 10:10 - 10:30

  • 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:

10:30

Morning Tea & Networking

Morning Tea & Networking

April 2 | 10:30 - 11:00

Speaking:

11:00

ASSOCIATE PARTNER PRESENTATION

ASSOCIATE PARTNER PRESENTATION

April 2 | 11:00 - 11:30

Speaking:

11:30

Case Study: RMB Global Markets Data Analytics Journey: Successes and Learnings.

Speaking:

Vimal Singh

Vimal Singh

Platform Lead : Global Markets Data Analytics, Rand Merchant Bank

Case Study: RMB Global Markets Data Analytics Journey: Successes and Learnings.

April 2 | 11:30 - 12:00

Speaking:

Vimal Singh

Vimal Singh

Rand Merchant Bank

12:00

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

April 2 | 12:00 - 12:30

  • 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.

12:30

ASSOCIATE PARTNER PRESENTATION

ASSOCIATE PARTNER PRESENTATION

April 2 | 12:30 - 13:00

Speaking:

1:00

Lunch & Networking

Lunch & Networking

April 2 | 13:00 - 14:00

Speaking:

Stream D B2B & B2C Customer Experience

2:00

STREAM PARTNER PRESENTATION

STREAM PARTNER PRESENTATION

April 2 | 14:00 - 14:30

Speaking:

Stream E Employee Experience

2:00

STREAM PARTNER PRESENTATION

STREAM PARTNER PRESENTATION

April 2 | 14:00 - 14:30

Speaking:

Stream D B2B & B2C Customer Experience

2:30

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

April 2 | 14:30 - 15:00

  • 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

2:30

Case Sudy: How To Create Brand Advocates by Utilising The Voice of the Employee

  • How to create your own brand advocacy programme
  • Reviewing how the virtual world has transformed the traditional word-of-mouth approach to marketing
  • How can brand advocacy improve the performance of your company

Speaking:

Deirdre Moore

Deirdre Moore

Chief Brand Office, Just Property Head Office

Case Sudy: How To Create Brand Advocates by Utilising The Voice of the Employee

April 2 | 14:30 - 15:00

  • How to create your own brand advocacy programme
  • Reviewing how the virtual world has transformed the traditional word-of-mouth approach to marketing
  • How can brand advocacy improve the performance of your company

Speaking:

Deirdre Moore

Deirdre Moore

Just Property Head Office

Stream D B2B & B2C Customer Experience

3:00

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 edg
  • 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

April 2 | 15:00 - 15:30

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

Speaking:

Eloise Boezak

Eloise Boezak

African Bank

Stream E Employee Experience

3:00

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:

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

April 2 | 15:00 - 15:30

  • 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:

Stream D B2B & B2C Customer Experience

3:30

Afternoon Tea & Networking

Afternoon Tea & Networking

April 2 | 15:30 - 16:00

Speaking:

Stream E Employee Experience

3:30

Afternoon Tea & Networking

Afternoon Tea & Networking

April 2 | 15:30 - 16:00

Speaking:

Stream D B2B & B2C Customer Experience

4:00

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:

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

April 2 | 16:00 - 16:30

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:

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

Snr Operational Manager: SPF Client Contact Centre : Call Centres and Client Care, Sanlam

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

April 2 | 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

Stream D B2B & B2C Customer Experience

4:30

Discussion Group: What Is The Perceived Vs The Actual Impact Of RPA To The Customer And Why Automation Is Unavoidable And Necessary

Organisations have seen a lot of value through their adoption of RPA in that it allows employees to contribute strategically and creatively to enterprise goals by removing repetitive manual tasks but what is the actual impact of RPA on the customer?

Discussion Group: What Is The Perceived Vs The Actual Impact Of RPA To The Customer And Why Automation Is Unavoidable And Necessary

April 2 | 16:30 - 17:00

Organisations have seen a lot of value through their adoption of RPA in that it allows employees to contribute strategically and creatively to enterprise goals by removing repetitive manual tasks but what is the actual impact of RPA on the customer?

Speaking:

Stream E Employee Experience

4:30

Discussion Group: B2B: How Can You Change Your Business And Customer Experience By Staring Internally First?

This session will allow for different perspectives on how one can change internal customer service and what the impact will be on external customer service.

Discussion Group: B2B: How Can You Change Your Business And Customer Experience By Staring Internally First?

April 2 | 16:30 - 17:00

This session will allow for different perspectives on how one can change internal customer service and what the impact will be on external customer service.

Speaking:

5:00

Close of Conference

Close of Conference

April 2 | 17:00

Speaking:

CX Survey