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    Uncover the Power of Customer Experience

    Immerse yourself in a lineup of engaging keynotes, panel discussions, workshops, and networking sessions designed to empower you with the knowledge and tools to elevate your CX game.

    • Day 1 (15 August 2023)
    • Day 2 (16 August 2023)

    Workshop 1A Leveraging The Customer Voice for Change Management Success

    This 1-hour workshop, presented by Rashid Toefy, Deputy Director-General at Western Cape Government Department of Economic Development and Tourism, and Dennis Wakabayashi, the Global Voice of CX, is designed to help businesses understand the importance of leveraging the customer voice in managing change effectively. Participants will learn how to align their CX strategy with change management initiatives to ensure that customers remain at the forefront of decision-making, and that changes are implemented smoothly and seamlessly. The workshop will also explore the philosophy of leveraging the customer voice in creating momentum for change, as an authoritative perspective that can solidify support for tackling adversity that an organisation faces when trying to move from innovative ideas to substantial change.

    Speakers

    Rashid Toefy
    Deputy Director-General
    Western Cape Government
    Department of Economic
    Development and Tourism

    Dennis Wakabayashi
    Global Voice of CX
    Chief Collaborator
    Team Wakabayashi, USA

    • Understand the importance of CX in change management
    • Learn how to align CX strategy with change management initiatives
    • Identify key stakeholders and communication channels for CX-focused change management
    • Develop an understanding of the philosophy of leveraging the customer voice for change management success.

    Workshop 2DDriving Better Insights Through Better Data

    Workshop 3BUnleashing Productivity: Harnessing the Power of Generative AI for Enhanced Efficiency

    Workshop 4CCX Voices: What’s Going On And What Does It Mean For You?

    Workshop 5ACX in Banking, Financial Services, and Insurance (BFSI) Evolved

    Event FormatInteractive Workshops and Conference

    We explore the pivotal themes that drive current and future trends in customer experience (CX). Our aim is to provide you with a comprehensive understanding of the forces shaping CX practices today and offer valuable insights into emerging trends that will shape the industry tomorrow. Engaging discussions and expert perspectives await, as we delve into the strategies, tools, and best practices that propel CX forward

    Keynote and Main Stage

    Our best-in-class keynotes connect delegates to the latest conversations the African CX ecosystem with leading global speakers and thought leaders.

    The Main stage content includes insight into the complexities and opportunities for improving the performance of organisations by enhancing customer satisfaction and CX.

    • Personalisation and customer-centricity
    • Omnichannel experiences and digital transformation
    • Emotional engagement and human connection
    • Data-driven decision making
    • Continuous learning and agile CX
    • Voice of Customer (VoC) strategies and feedback management
    • Customer Journey Mapping and Optimisation
    • CX Metrics and Key Performance Indicators (KPIs)
    • Trends and insights in CX data analysis
    • Leveraging data for personalised customer experiences

    Workshops

    Discover best practices, case studies, and potential challenges associated with adopting and adapting to CX technologies.

    Solution providers with expertise in CX technology offer insights on implementation and share trends and data to help businesses navigate the ever-evolving landscape of CX and make informed decisions to drive exceptional customer experiences.

    • Artificial Intelligence (AI) and Machine Learning in CX
    • Customer Segmentation and Targeting
    • Employee Experience (EX) and its impact on CX
    • Social Media Listening and Online Reputation Management
    • Customer Retention and Loyalty Programs
    • CX Technology and Tools: CRM, CX platforms, chatbots, etc.
    • Service Design and Innovation in CX
    • Personalised Marketing and Customer Engagement
    • Trends and insights from CX research and consultancy
    • Data-driven strategies for improving customer experiences

    What's New In 2023INTRODUCING THE CONTACT CENTRES CONFERENCE TRACK

    This track is specifically designed to address industry trends and opportunities, with a focus on enhancing customer experience, leveraging technology advancements, and fostering employee engagement.

    KEY HIGHLIGHTS OF THE CONTACT CENTERS AFRICA TRACK

    • Enhancing Customer Experience
    • Addressing Unique Challenges
    • Industry Insights and Best Practices
    • Technology Advancements
    • Data Privacy and Security
    • Unlocking Growth and Innovation

    2024 Sponsors

    Lead Sponsor
    Nice
    Diamond Sponsors
    Research Partner
    Ipsos
    Platinum Sponsors
    Connect SA
    Gold Sponsors
    Service Now
    Silver Sponsors
    Chenosis
    Smoke CI
    Innovation Sponsors
    Whatsapp Partner

    Request Further Information

    Fill in the form below and our team will help you with information about the event, and answer any questions you have.