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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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CX Trends 2019

Customer centricity is on every company’s radar, and if it’s not, it should be! Why? Because connectivity has disrupted customer behaviour irrevocably.

The worlds most successful companies in recent years have been those that have placed customer-centricity at the heart of everything they do, from product design, to sales and support.

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Achieving the right mix of customer experience improvements, financial outcomes and future proofing customer service is no easy feat – but leaders can reap the rewards of being able to accomplish this. 

we’ve asked C-level executives about the five core categories our experts identified as key to a successful customer service operation. 

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the future of cus

Our new survey of customer experience leaders highlights some clear trends, around the future of customer care.

Some 66% of customers who switch brands do so because they’ve experienced poor service, according to a recent survey. In today’s hyper-connected world of customized, real-time interactions, instant, responsive feedback and agile, omni-channel experiences, customers expect even better service than ever.

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Most business leaders today understand that providing a great customer care experience has a substantial impact when it comes to customer retention and increased revenue. Nevertheless, the majority of companies still look at their customer care operations as an unnecessary cost to the business that needs to be minimized or eliminated all together. 

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We caught up with Ido Bornstein-HaCohen, Chief Operating Officer, Conversocial.

Ido explains how organizations are seeing a shift from traditional support channels to private social messaging channels.

Ido describes how the emergence of these new tools are enabling companies to provide a seamless customer experience, leading to higher customer satisfaction.

We caught up with Razia Richter, former Chief Customer Officer at Petco to discuss what trends will impact CX strategies for employee engagement.

Razia describes how the boom in automation will eliminate mundane service requests, creating an environment where empathetic service agents are in high demand.


CX Survey