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Customer 360 Africa 2019

Pre-Conference Masterclasses | 17 September 2019
Main Conference 18-19 September 2019 - Radisson Blu Le Vendome, Cape Town

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Focus Day
17 September 2019
08:30

Registration

Registration

September 17 | 08:30 - 09:00

Speaking:

09:00

Pre-Conference Masterclass 1: How to measure CX effectively

Speaking:

Clint Payne

Clint Payne

Program Manager: Customer Experience, MultiChoice

Pre-Conference Masterclass 1: How to measure CX effectively

September 17 | 09:00 - 12:30

Speaking:

Clint Payne

Clint Payne

MultiChoice

10:30

Morning Refreshments

Morning Refreshments

September 17 | 10:30 - 11:00

Speaking:

11:00

Masterclass 1 continues

Masterclass 1 continues

September 17 | 11:00 - 12:30

Speaking:

12:30

Lunch & Networking

Lunch & Networking

September 17 | 12:30 - 13:30

Speaking:

1:30

Pre-Conference Masterclass 2: What to do after you have a journey map

Speaking:

Chantel Botha

Chantel Botha

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

Pre-Conference Masterclass 2: What to do after you have a journey map

September 17 | 13:30 - 15:00

Speaking:

Chantel Botha

Chantel Botha

Brandlove Customer Experience

3:00

Masterclass 2 continues

Masterclass 2 continues

September 17 | 15:00 - 17:00

Speaking:

Day 1
18 September 2019
07:30

Registration

Registration

September 18 | 07:30 - 08:45

Speaking:

08:45

Event Ice-Breaker

The Ice-Breaker is designed to be fun and encourage networking.

Event Ice-Breaker

September 18 | 08:45 - 08:50

The Ice-Breaker is designed to be fun and encourage networking.

Speaking:

08:50

Welcome & Opening Address

Speaking:

AirBrush_20170904164140

Jacqui E'Silva

Content Director: MEA, Corinium Global Intelligence

Welcome & Opening Address

September 18 | 08:50 - 09:00

Speaking:

AirBrush_20170904164140

Jacqui E'Silva

Corinium Global Intelligence

09:00

Keynote Presentation: University of the Witwatersrand

The topic will cover the following items:

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

Speaking:

Jordan new Profile Photo

Jordan Seke

CRM Officer & CX Specialist, University of the Witwatersrand

Keynote Presentation: University of the Witwatersrand

September 18 | 09:00 - 09:30

The topic will cover the following items:

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

Speaking:

Jordan new Profile Photo

Jordan Seke

University of the Witwatersrand

09:30

Keynote Presentation: Innovation as a principle and using organisational inadequacy to manage innovation

Speaking:

Roland Naidoo 2

Roland Naidoo

Head of Customer Operations , Multichoice

Keynote Presentation: Innovation as a principle and using organisational inadequacy to manage innovation

September 18 | 09:30 - 10:00

Speaking:

Roland Naidoo 2

Roland Naidoo

Multichoice

10:00

Reserved for Lead Partner

Reserved for Lead Partner

April 18 | 10:00 - 10:30

Speaking:

10:30

Get Refreshed! Mingle.

Get Refreshed! Mingle.

September 18 | 10:30 - 11:00

Speaking:

11:00

Reserved for Associate Partner Presentation

Reserved for Associate Partner Presentation

September 18 | 11:00 - 11:30

Speaking:

11:30

Case Study: Old Mutual South Africa

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

Speaking:

Famida Singh

Famida Singh

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

Case Study: Old Mutual South Africa

September 18 | 11:30 - 12:00

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

Speaking:

Famida Singh

Famida Singh

Old Mutual South Africa

12:00

Case Study: MultiChoice Supercharging CX Measurement the Success Experienced by the MultiChoice Team

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

Speaking:

Clint Payne

Clint Payne

Program Manager: Customer Experience, MultiChoice

Case Study: MultiChoice Supercharging CX Measurement the Success Experienced by the MultiChoice Team

September 18 | 12:00 - 12:30

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

Speaking:

Clint Payne

Clint Payne

MultiChoice

12:30

Lunch & Networking

Lunch & Networking

September 18 | 12:30 - 13:30

Speaking:

Stream A

1:30

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

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

Speaking:

WilmaBurger

Wilma Burger

Business Project Manager , CompSol

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

September 18 | 13:30 - 14:00

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

Speaking:

WilmaBurger

Wilma Burger

CompSol

Stream B

1:30

Case Study: Ubank What did the customer say? – Turning up the volume for customers and winning them

This presentation will unpack a real customer experience situation with a store

  • The experience
  • Processes in place (assumptions) with identified gaps (summarised)
  • The recommendations for filling the gaps or the recommendations for raising understanding and connection levels to the customers (turning up the volume for the customer) so as to minimise the above and win the customers

Speaking:

Joanna Ndebele

Joanna Ndebele

Manager: Corporate Brand, Ubank

Case Study: Ubank What did the customer say? – Turning up the volume for customers and winning them

September 18 | 13:30 - 14:00

This presentation will unpack a real customer experience situation with a store

  • The experience
  • Processes in place (assumptions) with identified gaps (summarised)
  • The recommendations for filling the gaps or the recommendations for raising understanding and connection levels to the customers (turning up the volume for the customer) so as to minimise the above and win the customers

Speaking:

Joanna Ndebele

Joanna Ndebele

Ubank

Stream A

2:00

Case Study: Liberty Direct and Standard Bank's Direct Life - Cybercrime war on consumers

  • Cyber-criminal syndicates, the new mafia.
  • Common consumer focused cybercrimes and how to identify them.
  • Top tips for staying safer online.

Speaking:

Bronwyn-Johnson

Bronwyn Johnson

Head: Digital Marketing and Business Development, Liberty Direct and Standard Bank's Direct Life

Case Study: Liberty Direct and Standard Bank's Direct Life - Cybercrime war on consumers

September 18 | 14:00 - 14:30

  • Cyber-criminal syndicates, the new mafia.
  • Common consumer focused cybercrimes and how to identify them.
  • Top tips for staying safer online.

Speaking:

Bronwyn-Johnson

Bronwyn Johnson

Liberty Direct and Standard Bank's Direct Life

Stream B

2:00

Case Study: Edcon

Speaking:

Khanyisile Maseko

Khanyisile Maseko

Customer Insights Analyst, Edcon

Case Study: Edcon

September 18 | 14:00 - 14:30

Speaking:

Khanyisile Maseko

Khanyisile Maseko

Edcon

Stream A

2:30

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

  • How you change your business and customer experience by staring internally first
  • Key principles that help you define radical internal evolution
  • How employee engagement helps defines an authentic customer experience that has lasting impact

Speaking:

Eloise Boezak

Eloise Boezak

Head of Customer Experience, African Bank

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

September 18 | 14:30 - 15:00

  • 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 B

2:30

Panel Discussion: In terms of delivering on brand promise: where does marketing end and customer experience management take over?

Speaking:

Grace Sikapokoo

Grace Sikapokoo

Head of Journey Management, Liberty Group SA

Colette

Colette van Dyk

Executive Head of Marketing, Alexander Forbes Group Services

Joanna Ndebele

Joanna Ndebele

Manager: Corporate Brand, Ubank

Panel Discussion: In terms of delivering on brand promise: where does marketing end and customer experience management take over?

September 18 | 14:30 - 15:00

Speaking:

Joanna Ndebele

Joanna Ndebele

Ubank

Grace Sikapokoo

Grace Sikapokoo

Liberty Group SA

Colette

Colette van Dyk

Alexander Forbes Group Services

Stream A

3:00

Case Study: Old Mutual A look under the hood of customer centricity

This presentation will look at:

  • Assumptions around customer centricity
  • Traditional inputs into customer centric models
  • Challenging these norms
  • Raising the questions around what a new model and new assumptions would look like
  • Considering the readiness of business to embrace a new approach
  • Considering whether a new approach could yield commercial outcomes

Speaking:

Priya Naiker

Priya Naicker

Head: Strategic Retail Marketing , Old Mutual Personal Finance

Case Study: Old Mutual A look under the hood of customer centricity

September 18 | 15:00 - 15:30

This presentation will look at:

  • Assumptions around customer centricity
  • Traditional inputs into customer centric models
  • Challenging these norms
  • Raising the questions around what a new model and new assumptions would look like
  • Considering the readiness of business to embrace a new approach
  • Considering whether a new approach could yield commercial outcomes

Speaking:

Priya Naiker

Priya Naicker

Old Mutual Personal Finance

Stream B

3:30

Case Study: MUA Insurance Acceptances (Pty) Ltd Presencing Through The Social Divide: Collectively we produce results nobody wants

Bill O'Brien, the late CEO of Hanover Insurance: “The success of an intervention depends on the interior condition of the intervenor (Scharmer, 2009: 27)” Time to co-create and collaborate; time to share and listen; time to meditate and rewrite. A South African’s introduction to Theory U. The personal mastery tool to accelerate innovation and sustain exponential growth through an agile and mindful workforce, community and population.

Speaking:

Michelle Ashen-Abrahams

Michelle Ashen-Abrahams

People & Brand, MUA Insurance Acceptances (Pty) Ltd

Case Study: MUA Insurance Acceptances (Pty) Ltd Presencing Through The Social Divide: Collectively we produce results nobody wants

September 18 | 15:30 - 16:00

Bill O'Brien, the late CEO of Hanover Insurance: “The success of an intervention depends on the interior condition of the intervenor (Scharmer, 2009: 27)” Time to co-create and collaborate; time to share and listen; time to meditate and rewrite. A South African’s introduction to Theory U. The personal mastery tool to accelerate innovation and sustain exponential growth through an agile and mindful workforce, community and population.

Speaking:

Michelle Ashen-Abrahams

Michelle Ashen-Abrahams

MUA Insurance Acceptances (Pty) Ltd

Stream B

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

September 18 | 15:30 - 16:00

Speaking:

Stream B

3:30

Get Refreshed! Mingle

Get Refreshed! Mingle

September 18 | 15:30 - 16:00

Speaking:

Stream A

4:00

When there is no handbook: Creating effortless experiences for Africa’s underserved

  • Building from the baseline customer up
  • Tailoring a product box to customer needs and individual behaviour
  • Finding a complementary balance between tech and real-world touchpoints
  • Creating business-wide alignment on customer principles
  • Building measurement frameworks and data where none exist

Speaking:

Profile pic

Carmia Lureman-Norton

Head of CX Delivery & Support, JUMO World

When there is no handbook: Creating effortless experiences for Africa’s underserved

September 18 | 16:00 - 16:30

  • Building from the baseline customer up
  • Tailoring a product box to customer needs and individual behaviour
  • Finding a complementary balance between tech and real-world touchpoints
  • Creating business-wide alignment on customer principles
  • Building measurement frameworks and data where none exist

Speaking:

Profile pic

Carmia Lureman-Norton

JUMO World

Stream B

4:00

Case Study: Delivering on the Customer Promise… a view from Operations

This presentation hopes to provide you with insight on why Culture is important in achieving a superior CX and how you can use it to achieve operational efficiencies in an ever changing customer landscape.

Speaking:

Jacques Loubser-1

Jacques Loubser

Senior manager of Sales Operations, Capfin

Case Study: Delivering on the Customer Promise… a view from Operations

September 18 | 16:00 - 16:30

This presentation hopes to provide you with insight on why Culture is important in achieving a superior CX and how you can use it to achieve operational efficiencies in an ever changing customer landscape.

Speaking:

Jacques Loubser-1

Jacques Loubser

Capfin

Stream A

4:30

Industry Insight Bridging the gap – B2B2C marketing: how to ensure 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

Industry Insight Bridging the gap – B2B2C marketing: how to ensure a seamless customer experience across diverse audience groups

September 18 | 16:30 - 17:00

  • 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 B

4:30

Case Study: Liberty Group South Africa

Speaking:

Grace Sikapokoo

Grace Sikapokoo

Head of Journey Management, Liberty Group SA

Case Study: Liberty Group South Africa

September 18 | 16:30 - 17:00

Speaking:

Grace Sikapokoo

Grace Sikapokoo

Liberty Group SA

Stream A

5:00

Case Study: Heineken Customer Value & The Road Ahead

  • Setting up for success
  • Laying Foundation
  • Experience vs Expectation

Speaking:

CG Latest Professional Pic

Chuvasen Govender

Head of Customer Services, The Heineken Company

Case Study: Heineken Customer Value & The Road Ahead

September 18 | 17:00 - 17:30

  • Setting up for success
  • Laying Foundation
  • Experience vs Expectation

Speaking:

CG Latest Professional Pic

Chuvasen Govender

The Heineken Company

Stream B

5:00

Industry Insights 7 Leading-Edge Research Insights for Your E-CX Strategy

This presentation will share some local (SA), regional (Africa) and global insights and research from some of our CX surveys in a combined presentation.

Speaking:

Mark A

Mark Angus

CEO, Managing Editor, Researcher & Strategist, Knowledge Executive

Industry Insights 7 Leading-Edge Research Insights for Your E-CX Strategy

September 18 | 17:00 - 17:30

This presentation will share some local (SA), regional (Africa) and global insights and research from some of our CX surveys in a combined presentation.

Speaking:

Mark A

Mark Angus

Knowledge Executive

5:30

End of Day 1

End of Day 1

September 18 | 17:30

Speaking:

Day 2
19 September 2019
07:30

Registration

Registration

September 19 | 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

September 19 | 08:45 - 08:50

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

Speaking:

08:50

Welcome & Opening Address

Speaking:

AirBrush_20170904164140

Jacqui E'Silva

Content Director: MEA, Corinium Global Intelligence

Welcome & Opening Address

September 18 | 08:50 - 09:00

Speaking:

AirBrush_20170904164140

Jacqui E'Silva

Corinium Global Intelligence

09:00

Case Study: Sun International - Co-Creating Timeless moments

  • Customer differentiation in the context of the gaming industry: historically & present
  • Customer differentiation, What is the way forward: Co- Creation- Engaging both internal and external stakeholders to create timeless moments for our customers
  • Your Achilles in co- creation: CRM tools can help identify your customer experience Achilles
  • Examples of Co Creating solutions that improve customer service and customer experience

Speaking:

Penelope

Penelope Khuzwayo

Customer Insights- Loyalty and Service Manager, Sun International

Case Study: Sun International - Co-Creating Timeless moments

September 19 | 09:00 - 09:30

  • Customer differentiation in the context of the gaming industry: historically & present
  • Customer differentiation, What is the way forward: Co- Creation- Engaging both internal and external stakeholders to create timeless moments for our customers
  • Your Achilles in co- creation: CRM tools can help identify your customer experience Achilles
  • Examples of Co Creating solutions that improve customer service and customer experience

Speaking:

Penelope

Penelope Khuzwayo

Sun International

09:30

Case Study: Old Mutual

Speaking:

Antonia Oakes

Antonia Oakes

Head of Customer Experience, Old Mutual

Case Study: Old Mutual

September 19 | 09:30 - 10:00

Speaking:

Antonia Oakes

Antonia Oakes

Old Mutual

10:00

Reserved for Associate Partner Presentation

Reserved for Associate Partner Presentation

September 19 | 10:00 - 10:30

Speaking:

10:30

Get Refreshed! Mingle.

Get Refreshed! Mingle.

September 19 | 10:30 - 11:00

Speaking:

11:00

Reserved for Associate Partner Presentation

Reserved for Associate Partner Presentation

September 19 | 11:00 - 11:30

Speaking:

11:30

Case Study: Wesbank How AI can power customer experience: Insight within the African Context

The Presentation will focus on the following:

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

Speaking:

Corne Janse van Rensburg

Corné Janse van Rensburg

Head of Business Enablement, Wesbank

Case Study: Wesbank How AI can power customer experience: Insight within the African Context

September 19 | 11:30 - 12:00

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

Corné Janse van Rensburg

Wesbank

12:00

Case Study: King Price Insurance Culture to Client

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

Speaking:

Marno Boshoff

Marno Boshoff

Culture Evangelist, King Price Insurance

Case Study: King Price Insurance Culture to Client

September 19 | 12:00 - 12:30

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

Speaking:

Marno Boshoff

Marno Boshoff

King Price Insurance

12:30

Lunch & Networking

Lunch & Networking

September 19 | 12:30 - 13:30

Speaking:

Stream A

1:30

Cultivating Brand Warriors that will defend your experience.

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

Speaking:

Chantel Botha

Chantel Botha

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

Cultivating Brand Warriors that will defend your experience.

September 19 | 13:30 - 14:00

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

Speaking:

Chantel Botha

Chantel Botha

Brandlove Customer Experience

Stream B

1:30

Case Study: Old Mutual South Africa

Speaking:

Sameera0

Sameera Kajee

Customer Experience Business Manager , Old Mutual South Africa

Case Study: Old Mutual South Africa

September 19 | 13:30 - 14:00

Speaking:

Sameera0

Sameera Kajee

Old Mutual South Africa

Stream A

2:00

Panel Discussion: What role do AI, IOT, Analytics, Block chain and Cloud-based applications play in creating a human-centered customer experience?

Speaking:

Jordan new Profile Photo

Jordan Seke

CRM Officer & CX Specialist, University of the Witwatersrand

Mark A

Mark Angus

CEO, Managing Editor, Researcher & Strategist, Knowledge Executive

Panel Discussion: What role do AI, IOT, Analytics, Block chain and Cloud-based applications play in creating a human-centered customer experience?

September 19 | 14:00 - 14:30

Speaking:

Jordan new Profile Photo

Jordan Seke

University of the Witwatersrand

Mark A

Mark Angus

Knowledge Executive

Stream B

2:00

Case Study: Adidas Finding the right digital marketing model mix

  • Effective or efficient? How to decide on which digital channel requires more or less investment
  • What is the correct spread for your top, mid or bottom funnel?
  • How to use attribution modelling to understand the value of each channel: Jason to share short story

Speaking:

Case Study: Adidas Finding the right digital marketing model mix

September 19 | 14:00 - 14:30

  • Effective or efficient? How to decide on which digital channel requires more or less investment
  • What is the correct spread for your top, mid or bottom funnel?
  • How to use attribution modelling to understand the value of each channel: Jason to share short story

Speaking:

Stream B

2:30

Case Study: Mastercard The holistic 360 view of the day in the life of the customer

Speaking:

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Cassandra Layman

Managing Consultant, Mastercard

Quentin Mentjies

Quentin Meintjes

Managing Consultant , Mastercard

Case Study: Mastercard The holistic 360 view of the day in the life of the customer

September 19 | 14:30 - 15:00

Speaking: