Uncover the Power of Customer Experience

The crucial role of client experience in female entrepreneurship 

Speakers:

Anne-Marié Pretorius, Managing Director ,

In this workshop, we will spotlight the remarkable contributions of women in the field of customer experience (CX) and explore the challenges, opportunities, and achievements they encounter. This workshop is designed to empower women in CX by providing insights, strategies, and fostering valuable networking connections.

Discussion Points: 

• The evolving role of women in CX: An in-depth look at the growing presence and leadership roles of women in the CX industry. 

• Navigating challenges and seizing opportunities: Identifying and addressing the unique challenges women may face in CX careers. Capitalising on distinctive opportunities for personal and professional growth. 

• Mentorship and leadership development: The pivotal role of mentorship in propelling women’s careers in CX. Cultivating and supporting female leaders in the CX landscape. 

• Diversity driving innovation: How diversity within CX teams sparks innovation and customer-centric solutions. Harnessing a wealth of perspectives for superior customer experiences. 

• Building supportive networks: Cultivating a robust network of support for women in CX, both personally and professionally. Highlighting valuable resources and organisations dedicated to empowering and celebrating women in this dynamic field. 

This workshop endeavours to offer an informative environment where women in customer experience can share their journeys, draw inspiration from each other, and gain the knowledge required to advance their careers within this ever-evolving industry. 

Speakers:

Bronwyn Pretorius, CMO,

Anne Marie Pretorius, Executive Director, Bizmod Consulting (Pty) Ltd

Tracey-Lee Zürcher-Campbell, Head of Marketing, Payflex

Elizabeth Okomba, Deputy Director, Group Customer Experience,

Selina De Freitas, Service Line Lead,

Speakers:

David Hobbs, Customer Operations Specialist, OneDayOnly

Interview Chat

Speakers:

Gareth van Wyk, Director ,

Clayton Williams, Chief Executive Officer,

Panel Discussion: 

The future of customer contact is evolving at a rapid pace, driven by emerging technologies, shifting customer expectations, and changing business landscapes. This panel discussion will bring together industry experts to explore the anticipated trends, challenges, and opportunities that lie ahead in the realm of customer contact. By examining what is on the horizon, the panel will provide insights, share forward-looking strategies, and spark discussions on how businesses can proactively adapt to shape the future of customer contact.

Speakers:

Daisy Makoni, Head of Customer Experience ,

Edward De Mas Latrie, Regional Sales Director,

Angus Peacey, EMEA Contact Center Go-To-Market Strategy ,

Tristina Keith, Global Head of Alliances - CX ,

David Hobbs, Customer Operations Specialist, OneDayOnly

Karl Reed, Vice President Solutions,

BPO (Business Process Outsourcing) Dialogue: 

This workshop aims to equip participants with the latest trends, strategies, and technologies to enhance efficiency, foster innovation, and drive growth in the Business Process Outsourcing (BPO) industry in South Africa. Attendees will gain insights into industry best practices, operational excellence, and the role of digital transformation in optimizing BPO services

Speakers:

Shoana Padayachee, Country manager ,

Cheryl Paarwater, Managing Director, Enerlytics & Call-lab, Board member ,

Jean Padayachee, Senior Manager ,

Traci Freeman, Managing Member, Believe Consulting, International BPO Consultant,

Brought to you by:

Speakers:

Charlie Stewart, Co-founder and CEO ,

Amanda Reekie, Founder,

Julia Ahlfeldt, Customer Experience Strategist and Business Advisor ,

Catapult your contact center into the future! Explore how cloud-based Workforce Engagement Management (WEM) can supercharge agent performance, automate tasks, and exceed customer expectations. Join us to unlock game-changing strategies that will position your organization at
the forefront of African customer service innovation.

Brought to you by:

Speakers:

Colin Field, Director of WFM EMEA ,

Graeme Gabriel, Technical Solution Engineer,

Are you ready to take your customer experience game to the next level? Join our immersive workshop as we dive deep into the art and science of understanding your customers’ hearts and minds by unravelling their preferences, behaviours and challenges. Our experts from Ipsos will empower you with innovative methodologies and real-world case studies to help you crack the code on crafting products and services that truly resonate. Get ready to transform customer insights into powerful strategies that will make your audience fall in love with your brand. Don’t miss this opportunity to elevate your CX service design skills and leave your competitors in the dust!

Brought to you by:

Speakers:

Lucy (Lucinda) Dixon, Associate Service Line Director, Ipsos

Selina De Freitas, Service Line Lead,

This session will focus on how AI can be a catalyst to bring your customer and employee experiences to the next level, with demonstrations toillustrate how it can be practically implemented.

Brought to you by:

Speakers:

Francois van Os, Senior Solution Consultant ,

Brought to you by:

Speakers:

Laura Ball, CX AI Lead for EMEA,

Brought to you by:

Speakers:

Pearl Tuling, Product Manager,

Brought to you by:

Speakers:

Ben Morris, Head of Alliances and GTM - Middle East and Africa ,

Brought to you by:

Speakers:

Angus Peacey, EMEA Contact Center Go-To-Market Strategy ,

Translating visionary customer experience concepts into tangible, impactful realities can be challenging. Even the most well-intentioned CX strategies can fall short without a holistic and integrated approach. In this session, we will introduce you to various journey-led customer experience strategies that have proven successful at top-performing companies. We will speak to applying these strategies to uncover actionable insights, optimise customer touchpoints, and enhance the overall customer journey. By the end of this session, you will be better equipped to mitigate risks, mobilise your team to elevate customer experiences and foster a culture of innovation, collaboration, and customer-centricity. 

Speakers:

Anton de Wet, Chief Client Officer, Nedbank

Qaalfa Dibeehi, Managing Partner ,

Dr Jeanne Fredericks, Founder and CEO,

James Bosenberg, Chief Operating Officer ,

Marcia Ujobolo, Senior Specialist: Customer Experience,

Goitseone Tshiamiso, Chief Operations Officer,Customer Care,

In this panel discussion, industry experts will illustrate how unified data brings a competitive advantage in enhancing omnichannel customer engagement. Audiences can learn about the ways breaking down data silos can make customer journey data accessible, accurate, and holistic, hence allowing a comprehensive understanding of customer behavior and preferences across all touchpoints. Through the use of real-world examples, panelists will highlight how data consolidation can enable more personalized marketing, improve customer experience, and create seamless buying experiences regardless of the channel. This discussion is indeed an opportunity to glean into the future of omnichannel customer engagement.

Brought to you by:

Speakers:

Akash Tandon, Presales Manager - META ,

Want to know the secret ingredient to mind-blowing customer experiences? It’s simple – listen to your customers! In this strategic workshop, we’ll show you how to master the building blocks of exceptional customer experiences by building a robust Voice of the Customer (VoC) program that will help you collect, analyse and act on priceless customer feedback. Discover why VoC is the ultimate foundation for CX success and learn insider tips and tools from Ipsos’ Global Experts. Whether you’re looking to innovate, improve or just blow your customers’ minds, this workshop will give you the superpowers you need. Get ready to transform customer voices into your brand’s secret weapon! 

Brought to you by:

Speakers:

Selina De Freitas, Service Line Lead,

Tristina Keith, Global Head of Alliances - CX ,

Brought to you by :

Speakers:

Angus Peacey, EMEA Contact Center Go-To-Market Strategy ,

Brought to you by:

Speakers:

Laura Ball, CX AI Lead for EMEA,

Brought to you by:

Speakers:

Jacques Schalkwyk, CX Practice Lead - Applications and cloud ,

Deep Dive Session

Speakers:

Clayton Williams, Chief Executive Officer,

Jason Lock, Managing Director: South Africa ,

Gareth Pritchard, CMO ,

Simon Garabette, SVP AMEA,

Speakers:

Sipho Sepeng, Senior Customer Experience Specialist,

Julia Ahlfeldt, Customer Experience Strategist and Business Advisor ,

Tiego Malibe Ntombela, Strategic Executive Head: CX & Digital Enablement ,

Derek Tedder, Executive: CX Strategy & Journey Management,

Elizabeth Okomba, Deputy Director, Group Customer Experience,

Jacques Oberholzer, Head of Product Design | Co-Founder ,

Tired of outbound notifications going unread or overloading your call centres? Discover how leading financial brands use Proactive Conversational AI to engage customers in dynamic, journey-focused conversations. Learn to cut costs, increase revenue, and elevate customer experience without a spike in inbound calls. Ready to transform your customer interactions and leave competitors behind? Join us to unlock the full potential of your outbound strategy!

Brought to you by:

Speakers:

Edward De Mas Latrie, Regional Sales Director,

Brought to you by:

Workshop Leader:

• Henry McCracken, CEO – EMEA, Smartz Solutions

Leading companies are more focused than ever on their customers. Customer journey analytics puts you in your customer’s shoes to better understand customer behaviors and shape their experiences.

Brought to you by:

• Tevin Tawamba, Solution Consultant, Genesys 

Brought to you by:

Speakers:

Eryl D’Souza, Solutions Consultant ,

Brough to you by:

Workshop Leader:

• Mark Kreuiter, Head – South Africa Sales, Gupshup

Brought to you by:

Speakers:

Dirko Hay, CEO,

Speakers:

Janine George, Chief Product & Marketing Officer ,

Nadia Aniff, Head of Brand and Marketing,

Anthea Williams., Head of customer experience,

Bronwyn Pretorius, CMO,

Nthabiseng Chokwe, Head of Customer experience ,

Speakers:

Tim Mitchell, Digital Transformation & CX Leader,

Grace Brown, Head of Customer Experience and Client Services ,

Duma Ngcobo, COO,

Fionna Ronnie, Head of Customer and Loyalty ,

Kebo Mosweusweu, General Manager: Shared Value and Sustainability ,

See how ADvTECH, a JSE listed company, has consistently improved their support quality as their business has grown.

Brought to you by:

Speakers:

Malcolm Koh, CS, Subject Matter Expert,

Asheel Ramdeo, ICT Manager - Service Desk,

Looking to crack the customer loyalty code in the competitive world of financial services? We’ve got you covered! Join our exclusive workshop featuring a real-world case study on how the innovative UX Heart Framework, pioneered by Google, revolutionised one brand’s CX measurement and sent customer loyalty soaring. We’ll spill all the secrets on harnessing the power of key metrics and insights to forge unbreakable bonds with your customers. Join forces with Absa and Ipsos as they share their expertise and equip you with the tools to transform your customer loyalty strategies to not get left behind while your competitors swipe right on your clients’ affections – arm yourself with the tools and knowledge to make your brand irresistible. Your customers’ hearts are waiting!

Brought to you by:

Speakers:

Selina De Freitas, Service Line Lead,

Lizette Coetzee-Strydom, Lead: Design Enablement (Consumer Product),

Greg van der Plank, Customer Experience Manager: Design Enablement ,

Kim Dalton, Customer Experience Manager: Design Enablement,

Brought to you by:

Speakers:

Owain Dobson, Collaboration Strategic Lead ,

Brought to you by:

Speakers:

Siyamthanda Mvumvu, Business Solutions Consultant, MEA ,

Speakers:

Michelle Howison, National Key Account Manager,

Nisha Kemraj, General manager Menlyn park,

Sarah Lubbe, Chief Revenue Officer,

Gareth van Wyk, Director ,

Explore techniques to enhance engagement with a focus on safeguarding data and navigating organizational changes.

Speakers:

Ncumisa Hlapo, Senior Manager: Business Data Insights ,

Dr Jeanne Fredericks, Founder and CEO,

Rebone Gcabo, Chairperson: Design & Enablement Cluster & EXCO Member,

Gys Kappers, CEO and Member of World Economic Forum,

Grant Hughes, IT Manager, Cybersecurity & GRC ,

Marianne Kekana, Chief Data and Analytics Officer ,

Will AI replace human contact center agents or transform their roles? This session explores AI’s impact on contact center processes, examining which tasks AI can handle and how it might enhance human capabilities. Join us to glimpse the contact center of tomorrow.

Brought to you by:

Speakers:

Matty Brozin, Senior Analytics Solution Consultant ,

Are complex processes costing your organisation and your customers? As customer demands evolve, organisations often add more tech solutions
to contact centers and back offices. What if you could break the cycle and future-proof your CX strategy once and for all? Join ServiceNow experts
for the latest on our game-changing innovations and business use cases. Explore how AI-powered customer workflows can help your organisation
continuously reduce costs and gain a competitive edge.

Brought to you by:

Speakers:

Jack Govender, Solution Sales Executive: Customer Experience,

Jody Roberts, Presales Solution Consultant: Customer Experience,

Victor Brown, Contact Centre Manager,

Discover how to create customer-centric outbound strategies by mastering data management, optimising communication timing, and leveraging omnichannel approaches.

Brought to you by:

Speakers:

Greg Jarvis, Solutions Executive,

Brought to you by:

Speakers:

Sarah Lubbe, Chief Revenue Officer,

Brought to you by:

Speakers:

Darryl Marcus, VP Sales Africa,

Bruce Skjolde, Regional Vice President - Middle East and Africa ,

Learn how Flash Group, a leading Fintech business, is using Gen AI to redefine customer experiences and maximize agent productivity

Brought to you by:

Speakers:

Gogo Matadi, System and Efficiency Manager,

Malcolm Koh, CS, Subject Matter Expert,

Speakers:

Clint Payne, Chief Growth Officer,

Marnitz Van Heerden, Customer and human centric leader,

Gert Jacobs, Manager Customer experience design,

Cindy Inacio, Head: Client experience and service ,

Thozama Ngqakayi, Head: Voice of Customer,

Speakers:

Chris Wiltberger, Head of Customer and Industry Workflows,

Dominic Wilhelm, CO-Founder and Leader,

Anél Du Plessis, National Sales Manager ,

Vanda Dickson, Business Development Director,

Romeez van der Schyff, Digital Executive,

Justin Erasmus, Co-founder,

Vollin Braganza, Associate Sales Director,