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Customer 360 Africa 2019

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

Early Bird Special: Register Today and Save 40%
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...

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...

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.

Speaking:

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

International Keynote: What are the Global Trends in Customer Experience?

This talk will highlight key challenges, opportunities and tech needs

International Keynote: What are the Global Trends in Customer Experience?

April 17 | 09:00 - 09:30

This talk will highlight key challenges, opportunities and tech needs

Speaking:

09:30

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 | 09:30 - 10:00

Speaking:

Heidi

Heidi Brauer

Hollard Insurance

10:00

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.

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 | 10:00 - 10:30

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

Speaking:

Simon Camerer

Simon Camerer

Multichoice

10:30

Get Refreshed! Mingle.

Get Refreshed! Mingle.

January 17 | 10:30 - 11:00

Speaking:

11:00

Reserved for Lead Partner Presentation

Reserved for Lead Partner Presentation

April 17 | 11:00 - 11:30

Speaking:

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...

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

Customer Experience Strategist, AIG 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

AIG SA

Eloise Boezak

Eloise Boezak

African Bank

12:30

Genesys: Associate Partner Presentation

Genesys: Associate Partner Presentation

January 17 | 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

Group Manager; IT Governance & Resilience, Airports Company of South Africa

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

April 17 | 13:00 - 13:30

Speaking:

Portia Simelane

Portia Lindi Simelane

Airports Company of South Africa

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

Orin Hanrahan

Orin Hanrahan

Customer Strategy and Operations Manager, Uber

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

Orin Hanrahan

Orin Hanrahan

Uber

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

With the bar set so high, where are businesses set to aim for next?

Speaking:

Joshua Knight-1

Joshua Knight

Jet Customer: Strategic Analyst, Edcon

With the bar set so high, where are businesses set to aim for next?

April 17 | 14:30 - 15:00

Speaking:

Joshua Knight-1

Joshua Knight

Edcon

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 A

3:00

Get Refreshed! Mingle

Get Refreshed! Mingle

April 18 | 15:00 - 15:30

Speaking:

Stream B

3:00

Case Study: 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...

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

Case Study: 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...

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

January 17 | 15:30 - 16:00

Speaking:

Stream C

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

January 17 | 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: The importance of Voice of Employee in delivering exceptional CX

Speaking:

Jan Coetzee

Jan Coetzee

Customer Experience Manager, Comair

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

April 17 | 16:00 - 16:30

Speaking:

Jan Coetzee

Jan Coetzee

Comair

Stream C

4:00

Case Study: Hippo.co.za How to build a trusting brand that helps your digital customers with decision-making

Speaking:

Vera Nagtegaal

Vera Nagtegaal

Executive Head, Hippo.co.za

Case Study: Hippo.co.za How to build a trusting brand that helps your digital customers with decision-making

April 17 | 16:00 - 16:30

Speaking:

Vera Nagtegaal

Vera Nagtegaal

Hippo.co.za

Stream A

4:30

Case Study: UX & the online frictionless experience

Speaking:

Ryan Bacher

Ryan Bacher

Managing Director, Netflorist

Case Study: UX & the online frictionless experience

April 17 | 16:30 - 17:00

Speaking:

Ryan Bacher

Ryan Bacher

Netflorist

Stream B

4:30

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,...

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 17 | 16:30 - 17:00

  • 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

4:30

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

Speaking:

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

April 17 | 16:30 - 17:00

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

Joshua Knight-1

Joshua Knight

Edcon

Eloise Boezak

Eloise Boezak

African Bank

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

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

Speaking:

Jordan Seke

Jordan Seke

University of the Witwatersrand

09:30

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

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

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

January 17 | 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 : People design for a more customer centric way of doing

  • Why re-design with people in mind if everyone is thinking about the future as AI, BOT and machines!
  • How can customer centricity be influenced by designing new ways of doing for people by people ?
  • Is...

Speaking:

Nicki Hill

Nicki Hill

Head of Innovation and Customer Experience Delivery, Direct Axis

Case Study : People design for a more customer centric way of doing

April 18 | 12:00 - 12:30

  • Why re-design with people in mind if everyone is thinking about the future as AI, BOT and machines!
  • How can customer centricity be influenced by designing new ways of doing for people by people ?
  • Is low tech able to deliver high touch with improved customer experience delivery?

Speaking:

Nicki Hill

Nicki Hill

Direct Axis

12:30

Case Study: 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....

Speaking:

Bali Msibi

Bali Msibi

Senior Market Insights Analyst, Pepsi Co.

Case Study: 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...

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

Case Study: Absa

Case Study: Absa

April 18 | 14:00 - 14:30

Speaking:

Stream C

2:00

Is being the best outdated vs. being the favourite?

Based on the book by Richard Mulholland - Legacide

Moderator:

Speaking:

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

Stream A

2:30

Deciding which parts of the CX journey to digitise in order to drive more focus for greater value & change

Deciding which parts of the CX journey to digitise in order to drive more focus for greater value & change

April 18 | 14:30 - 15:00

Speaking:

Stream B

2:30

Watch this space

Watch this space

April 18 | 14:30 - 15:00

Speaking:

Stream C

2:30

Case Study: Wesbank

Speaking:

Corne Janse van Rensburg

Corne Janse van Rensburg

Head of Business Enablement, Wesbank

Case Study: Wesbank

April 18 | 14:30 - 15:00

Speaking:

Corne Janse van Rensburg

Corne Janse van Rensburg

Wesbank

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 18 | 15:00 - 15:30

Speaking:

Stream A

3:30

Case Study: Sasol

Speaking:

Marius De La Rey

Marius De la Rey

Chief Executive: Customer Channels, Distribution and Coverage, ABSA

Case Study: Sasol

April 18 | 15:30 - 16:00

Speaking:

Marius De La Rey

Marius De la Rey

ABSA

Stream B

3:30

Case Study: Sasol

Speaking:

Itumeleng Makgati

Itumeleng Makgati

Senior Manager - IM Services, Sasol

Case Study: Sasol

April 18 | 15:30 - 16:00

Speaking:

Itumeleng Makgati

Itumeleng Makgati

Sasol

Stream C

3:30

Case Study: Ubank Brand promise and delivery

Speaking:

Joanna Ndebele

Joanna Ndebele

Manager: Corporate Brand, Ubank

Case Study: Ubank Brand promise and delivery

April 18 | 15:30 - 16:00

Speaking:

Joanna Ndebele

Joanna Ndebele

Ubank

Stream C

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

January 17 | 15:30 - 16:00

Speaking:

Stream A

4:00

Examining how the adoption of predictive analytics, sensors in products & personalised experience are creating customer loyalty

Examining how the adoption of predictive analytics, sensors in products & personalised experience are creating customer loyalty

April 18 | 16:00 - 16:30

Speaking:

Stream B

4:00

The CX Landscape is Undergoing Such Severe Changes - Does AI Provide the Solution?

The CX Landscape is Undergoing Such Severe Changes - Does AI Provide the Solution?

April 18 | 16:00 - 16:30

Speaking:

Stream C

4:00

Augmented Intelligence - the integration of machine learning for improved customer experience

Augmented Intelligence - the integration of machine learning for improved customer experience

April 18 | 16:00 - 16:30

Speaking:

4:30

Close of Customer360 Africa 2019

Close of Customer360 Africa 2019

April 18 | 16:30

Speaking: