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Customer 360 Africa 2019

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

Featured content:

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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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Advances like big data, machine learning, and AI have begun to help enterprises shift their focus from routine operational processes to sweeping advances in customer experience.

But what makes a customer’s experience great?

In a recent survey, we uncovered 6 killer elements of stunning customer experience programmes. 

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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