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Customer360: LIVE

JULY 20 & 21, 2021 | DESKTOP, MOBILE & TABLET

ENGAGE SENIOR CX LEADERS AT THIS UNIQUE VIRTUAL EVENT

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Day 1 20 July 2021
08:45

Customer360 Africa Live Opens

Customer360 Africa Live Opens

July 20 | 08:45 - 09:00

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Speaking:

09:00

International Keynote: Aligning Around a CX Movement

Lawrence Levinson, CCXP, Director & General Manager of Wave Financial Inc. and Chair of the Toronto CXPA Network, is among the event speakers and says that senior-level CX leaders will benefit from attending: “In recent months we've seen CX & EX best-practices break moulds across a plethora of industry sectors, segments and channels. As human emotions surface as the key drivers of business outcomes, aligning organizations around a culture of connectedness to meet them has never been more critical. Join us for an engaging conversation on firing up your CX engine for 2021 and fueling it with the right data insights to not just survive but thrive!”

Speaking:

Lawrence Levinson

CCXP, Director & General Manager, Wave Financial Inc. and Chair of the Toronto CXPA Network (Canada)

International Keynote: Aligning Around a CX Movement

July 20 | 09:00 - 09:35

Lawrence Levinson, CCXP, Director & General Manager of Wave Financial Inc. and Chair of the Toronto CXPA Network, is among the event speakers and says that senior-level CX leaders will benefit from attending: “In recent months we've seen CX & EX best-practices break moulds across a plethora of industry sectors, segments and channels. As human emotions surface as the key drivers of business outcomes, aligning organizations around a culture of connectedness to meet them has never been more critical. Join us for an engaging conversation on firing up your CX engine for 2021 and fueling it with the right data insights to not just survive but thrive!”

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Speaking:

Lawrence Levinson

09:35

Lead Partner: The Engagement Capacity Gap and How to Close It: What every brilliant customer strategy needs to consider.

Organisations face a critical gap between an exploding volume of customer interactions and channels - versus the resources available to meet this demand. Join this must attend session and:

  • Discover the latest intelligence on this widening threat to great customer experience
  • Benchmark your organisation’s strategy .against the solutions competitors intend to adopt
  • Walk away with top tips to drive ROI from current or future investments in AI and analytics

Attendees will enjoy highly actionable insight presented by Douglas McNeilage, Regional Director Verint South Africa and Steve Bell, VP, Verint Customer Solutions – and will also receive a copy of the in-depth Engagement Capacity Gap research*

*For those attendees opting in.

Speaking:

Douglas McNeilage

Regional Director Verint (South Africa)

Steve Bell

VP, Verint Customer Solutions (UK)

Lead Partner: The Engagement Capacity Gap and How to Close It: What every brilliant customer strategy needs to consider.

July 20 | 09:35 - 10:10

Organisations face a critical gap between an exploding volume of customer interactions and channels - versus the resources available to meet this demand. Join this must attend session and:

  • Discover the latest intelligence on this widening threat to great customer experience
  • Benchmark your organisation’s strategy .against the solutions competitors intend to adopt
  • Walk away with top tips to drive ROI from current or future investments in AI and analytics

Attendees will enjoy highly actionable insight presented by Douglas McNeilage, Regional Director Verint South Africa and Steve Bell, VP, Verint Customer Solutions – and will also receive a copy of the in-depth Engagement Capacity Gap research*

*For those attendees opting in.

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Speaking:

Douglas McNeilage

Steve Bell

10:10

International Keynote: CX Transformation Over A Period of Time

This presentation will deliberate upon the changing faces of CX and how it got manifested across various industries.

Speaking:

Amit Tyagi

Head of Customer Experience (MENA Region) - CRM, Middle East Broadcasting Center (UAE)

International Keynote: CX Transformation Over A Period of Time

July 20 | 10:10 - 10:35

This presentation will deliberate upon the changing faces of CX and how it got manifested across various industries.

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Speaking:

Amit Tyagi

10:35

International Keynote: Long Term Strategy in a Rapidly Changing World

Speaking:

Norike Ganhao

General Manager Strategy, Powerlink Queensland (Australia)

International Keynote: Long Term Strategy in a Rapidly Changing World

July 20 | 10:35 - 10:55

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Speaking:

Norike Ganhao

10:55

Virtual Coffee Break

Virtual Coffee Break

July 20 | 10:55 - 11:10

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Speaking:

11:10

Platinum Partner: Why a Unified CX Strategy is Critical at Every Step of the Customer Journey

  • How to drive digital transformation in your business and deliver a unified CX to your customers
  • Know Your Customer (KYC) - Are you delivering what they need?
  • Are you delivering a product or VALUE to your customers?

Speaking:

Douglas Van Wyk

Regional Manager SADC, Infobip

Platinum Partner: Why a Unified CX Strategy is Critical at Every Step of the Customer Journey

July 20 | 11:10 - 11:45

  • How to drive digital transformation in your business and deliver a unified CX to your customers
  • Know Your Customer (KYC) - Are you delivering what they need?
  • Are you delivering a product or VALUE to your customers?
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Speaking:

Douglas Van Wyk

11:45

Panel Discussion: How has the COVID Pandemic Forced Companies to Rethink their Customer Experience?

Speaking:

Eldon Phukuile

CX Director, The CX Group

Eloise Boezak

Head: Customer Experience, African Bank (South Africa)

Dhesen Ramsamy

Chief Digital & Technology Officer: Banking, Wellness & Rewards, Momentum Metropolitan Holdings Limited (South Africa)

Panel Discussion: How has the COVID Pandemic Forced Companies to Rethink their Customer Experience?

July 20 | 11:45 - 12:10

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Speaking:

Eldon Phukuile

Eloise Boezak

Dhesen Ramsamy

12:10

Reserved for Platinum Partner

Reserved for Platinum Partner

July 20 | 12:10 - 12:45

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Speaking:

12:45

The CX Landscape is Undergoing Massive Change: Does AI Provide the Solution?

Speaking:

Goodness Nkuna

Digital Intelligent Automation Business Lead, Liberty Group SA (South Africa)

The CX Landscape is Undergoing Massive Change: Does AI Provide the Solution?

July 20 | 12:45 - 13:10

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Speaking:

Goodness Nkuna

1:10

Virtual Lunch Break

Virtual Lunch Break

July 20 | 13:10 - 13:55

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Speaking:

Stream A

1:55

You Can’t Fake Empathy

Speaking:

Brett Frazer

Vice President of Customer Service, Sunbasket (USA)

You Can’t Fake Empathy

July 20 | 13:55 - 14:20

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Speaking:

Brett Frazer

Stream B

1:55

Reserved for Gold Partner

Reserved for Gold Partner

July 20 | 13:55 - 14:20

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Speaking:

Stream A

2:20

Case Study: Rethinking the Approach to Financial Education

  • Deciphering the member experience
  • The 6 obstacles to financial education
  • Great means going beyond financial literacy content

Speaking:

Jessica Matthysen

Head of Customer Success, Alexander Forbes Empower (South Africa)

Case Study: Rethinking the Approach to Financial Education

July 20 | 14:20 - 14:45

  • Deciphering the member experience
  • The 6 obstacles to financial education
  • Great means going beyond financial literacy content
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Speaking:

Jessica Matthysen

Stream B

2:20

Case Study: The Importance of Effective Communication in Customer Experience

Speaking:

Janice Docherty

Client Experience Manager | Unsecured Lending | Retail and Business Banking, Nedbank (South Africa)

Case Study: The Importance of Effective Communication in Customer Experience

July 20 | 14:20 - 14:45

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Speaking:

Janice Docherty

Stream A

2:45

How to Demonstrate the Impact of CX on Company Financial Performance

Speaking:

Victor Musiwa

Customer Experience Specialist, Multichoice (Namibia)

How to Demonstrate the Impact of CX on Company Financial Performance

July 20 | 14:45 - 15:05

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Speaking:

Victor Musiwa

Stream B

2:45

The Use of Offline Advertising for an Online Company, and vice versa.

  • Pros and cons of online advertising versus offline advertising.
  • Branding element of offline advertising. How can offline advertising be measured?
  • Why is it beneficial to make use of both?

Speaking:

Kriszti Bottyan

Brand Manager, Netflorist (South Africa)

The Use of Offline Advertising for an Online Company, and vice versa.

July 20 | 14:45 - 15:05

  • Pros and cons of online advertising versus offline advertising.
  • Branding element of offline advertising. How can offline advertising be measured?
  • Why is it beneficial to make use of both?
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Speaking:

Kriszti Bottyan

Stream A

3:05

Virtual Coffee Break

Virtual Coffee Break

July 20 | 15:05 - 15:20

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Speaking:

Stream B

3:05

Virtual Coffee Break

Virtual Coffee Break

July 20 | 15:05 - 15:20

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Speaking:

Stream A

3:20

Who is My Customer & What am I Selling?

Speaking:

Wilma Burger

Project Manager / Business Analyst, ChainEX, (South Africa)

Who is My Customer & What am I Selling?

July 20 | 15:20 - 15:45

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Speaking:

Wilma Burger

Stream B

3:20

Topic tbc

Speaking:

Lester Golding

General Manager Contact Centres, MTN (South Africa)

Topic tbc

July 20 | 15:20 - 15:45

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Speaking:

Lester Golding

Stream A

3:45

Mini Workshop: Customer Journey Mapping

Speaking:

Chantel Botha

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

Mini Workshop: Customer Journey Mapping

July 20 | 15:45 - 16:30

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Speaking:

Chantel Botha

Stream B

3:45

Panel Discussion: COVID has Pushed the Customer Journey to Digital Channels - What Have Been the Challenges?

Speaking:

Eldon Phukuile

CX Director, The CX Group

Marrianne De Korte

Senior Research Consultant, Telesure (South Africa)

Christina Liedtke

Founder & Creative Director, ASTOURI (USA)

Panel Discussion: COVID has Pushed the Customer Journey to Digital Channels - What Have Been the Challenges?

July 20 | 15:45 - 16:10

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Speaking:

Christina Liedtke

Eldon Phukuile

Marrianne De Korte

Stream B

4:10

Fireside Chat: What Customer Experience Lessons the Pandemic has Taught us will we Take into the Post COVID World?

Speaking:

Eldon Phukuile

CX Director, The CX Group

Eloise Boezak

Head: Customer Experience, African Bank (South Africa)

Fireside Chat: What Customer Experience Lessons the Pandemic has Taught us will we Take into the Post COVID World?

July 20 | 16:10 - 16:30

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Speaking:

Eldon Phukuile

Eloise Boezak

Day 2 21 July 2021
08:45

Customer360 Africa Live Opens

Customer360 Africa Live Opens

July 21 | 08:45 - 09:00

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Speaking:

09:00

Keynote: The Toppling of Customer Service in a Customer Experience World

Speaking:

Kamani Naidoo

Senior Consultant – Human Centered Experience and Behavioural Economist, (MBA®, CX&HCD Practitioner®, CSPO®, AXCM®, AXCP®, Mentor & Coach®, Keynote Speaker) (South Africa)

Keynote: The Toppling of Customer Service in a Customer Experience World

July 21 | 09:00 - 09:35

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Speaking:

Kamani Naidoo

09:35

International Keynote: How to Create an Effective XD Team that can Lift the Company Wide Capability on CX/UX/EX

Speaking:

Peter Hall

Head of Experience Design, Contact Energy Ltd (New Zealand)

International Keynote: How to Create an Effective XD Team that can Lift the Company Wide Capability on CX/UX/EX

July 21 | 09:35 - 10:10

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Speaking:

Peter Hall

10:10

Employee Experience as a Key Enabler of Client Experience

Speaking:

Lizette Akker

CX Design Lead, RMB (South Africa)

Employee Experience as a Key Enabler of Client Experience

July 21 | 10:10 - 10:30

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Speaking:

Lizette Akker

10:30

Virtual Coffee Break

Virtual Coffee Break

July 21 | 10:30 - 10:45

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Speaking:

10:45

Coordinate your CX Strategy to Create a Seamless Customer Journey

Speaking:

Megan Merrick

Associate Director, Innovation and Brand Experience, Freshly (USA)

Coordinate your CX Strategy to Create a Seamless Customer Journey

July 21 | 10:45 - 11:20

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Speaking:

Megan Merrick

11:20

Case Study: Customer Experience isn’t a Department - It’s Everyone’s Job

Speaking:

Nomty Malevu

Head of Communications and Customer Service, SA Taxi (South Africa)

Case Study: Customer Experience isn’t a Department - It’s Everyone’s Job

July 21 | 11:20 - 11:45

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Speaking:

Nomty Malevu

11:45

Fireside Chat: CX Trends & How They’re Shaping the Future of CX

Speaking:

Anette Franz

Founder and Chief Experience Officer of CX Journey Inc. (USA)

Julia Ahlfeldt

Customer Experience Professional │ C-Suite Business Advisor │ Keynote Speaker │ Podcaster (South Africa)

Fireside Chat: CX Trends & How They’re Shaping the Future of CX

July 21 | 11:45 - 12:20

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Speaking:

Julia Ahlfeldt

Anette Franz

12:20

Case Study: KYC Post Global Pandemic

Speaking:

Chukwuma Ibobo

Head: Customer Analytics, AXA Mansard (Nigeria)

Case Study: KYC Post Global Pandemic

July 21 | 12:20 - 12:40

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Speaking:

Chukwuma Ibobo

12:40

Virtual Coffee Break

Virtual Coffee Break

July 21 | 12:40 - 13:10

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Speaking:

1:10

Case Study: The Perception of Interacting with Your Customers

Speaking:

Fred Beunink

Digital Customer Engagement Lead, MSD (South Africa)

Case Study: The Perception of Interacting with Your Customers

July 21 | 13:10 - 13:35

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Speaking:

Fred Beunink

1:35

CX Innovation in the Healthcare Industry & How COVID has Driven This

Speaking:

Richard Chetty

CS Operations Leader- Middle East, Turkey & Africa, Philips Healthcare SL (South Africa)

CX Innovation in the Healthcare Industry & How COVID has Driven This

July 21 | 13:35 - 14:00

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Speaking:

Richard Chetty

2:00

Close of Customer360 Africa Live

Close of Customer360 Africa Live

July 21 | 14:00

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Speaking: