CEM AFRICA, 15 & 16 AUGUST, CENTURY CITY CONFERENCE, CAPE TOWNDiscover Hidden Gems at Africa’s Ultimate Customer Experience Summit

Attend this workshop by Jose Almeida - Data Consulting and Advisory, Africa with over 20 years’ experience, his data management career has focused mainly in the areas of data governance, data quality, master data management, ETL, data migration and data integration, with experience in worldwide projects in Europe, Middle East and Africa across a wide range of realities and different clients and industries, enabling organisations across the world to proactively manage their data asset and to address their challenges and gain more value from their data, focusing on providing.

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Join us for an exciting workshop that delves into the transformative role of generative AI in revolutionising productivity and efficiency in the workplace. As organizations strive to optimise their operations and empower their employees, understanding the potential of generative AI models becomes increasingly vital. In this workshop, we will explore the various facets of generative AI, focusing on text, voice, video, and image models. Through engaging discussions, practical demonstrations, and interactive activities, participants will gain a comprehensive understanding of how these AI-powered applications can streamline workflows, boost creativity, and elevate overall performance.

Main Deliverables:

1. Understanding generatitive AI: Dive into the fundamentals of generative AI and its applications in transforming workplace productivity.
2. Harnessing Voice Assistance: Discover the potential of voice generation AI in enhancing virtual assistants, voice enabled applications, and personalised customer interactions.
3. Enhancing Visual Media: Uncover the power of generative AI in generating compelling images and videos, enabling creative content creation and marketing.
4. Leveraging Cross-Model Integration: Explore the synergy between different generative AI models and learn how to maximise their combined potential for increased efficiency.
5. Best Practices and Case Studies: Gain insights from real-world examples and best practices in leveraging generative AI for productivity and efficiency.
6. Interactive Activities: Engage in hands-on exercises and collaborative discussions to apply the concepts learned and spark innovative ideas.

Takeaways:

• Understand the diverse applications of generative AI models in different domains.
• Discover how generative AI can optimise workflow processes and save valuable time and resources.
• Gain insights into the creative potential of generative AI for content creation and marketing strategies.
• Learn best practices for incorporating generative AI into their organisations to increase productivity and efficiency.
• Collaborate with peers, exchanging ideas and experiences to foster innovation and future growth.

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In this session Ipsos will not only be sharing findings of its recent research among CX professionals from over 65 markets around world (including South Africa), but we will be unpacking what they’re telling us and what it actually means for you. In this interactive workshop, we’ll delve into: the current state of play, what’s changed, levels of CX maturity, leading CX challenges and the top priorities for CX practitioners. With 1 in 4 CX practitioners acknowledging that the experiences delivered to their organisations are generally worse than promised, there is clearly still a lot of work to be done, but also a lot of opportunity. This is the one workshop not to be missed as we will share best practices and strategies on how to ensure you get the biggest return out of your CX investment (ROCXI).

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Surveys have revealed that over 50% of customers demand preferential treatment in the BFSI industry and that they purchased financial products through personalised offers. CX is the ideal way to personalise and humanise the customer experience through the financial and banking lifecycle. Get inspired in an tell-all by BFSI thought leaders on delivering a transparent convenient and multifold customer experience.

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This panel discussion will allow both ministers to explore the importance of customer experience in the context of city services and urban development. They will discuss strategies, policies, and initiatives aimed at improving customer satisfaction, streamlining processes, and promoting sustainable growth in Cape Town and other cities. The discussion covers various aspects of CX such as digitalisation of services, citizen engagement, accessibility, inclusivity, environmental sustainability, and the role of technology in enhancing the overall customer experience in urban areas.

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While both multichannel and omnichannel approaches offer customers a range of options to interact, Omnichannel goes a step further in focusing on the customer journey. The omnichannel experience ensures that the organisations are meeting their customers where they’re at, in lieu of simply providing a variety of communication channels. Your omnichannel strategy therefore gives your organisation better insight into every customer digital touchpoint and interaction. During this interactive panel, the audience will gain insights into improving their organisation’s omnichannel approach to ensure a seamless customer experience across all communication channels.

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• Enabling your business to personalise interactions to deliver a customer experience that appeals across the spectrum of generations and preferences
• Integrating tools and options to tie channels together and work with the customer around their preferences
• How to effectively avoid the “creep factor” while maintaining personalisation

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• Analysing voice of customer programmes to improve customer service quality and effectiveness
• Blending the supply and demand of the front-and-back-office workshop
• Streamlining service delivery and customer support processes
• Leveraging tools to manage customer satisfaction and boost loyalty through contact center activities

How can this technology facilitate natural language processing (NLP), collect and evaluate customer sentiment (sentiment analysis), and predict future customer trends; offering invaluable insights for inclusion in your company’s marketing tool chest?

How can AI capture insights through data mining and recognition capabilities to vastly improve the efficiency in processing extensive collections of customer-specific data?

How can machine learning (ML) and data science technology allow for processing large quantities of information to identify bottlenecks and increase efficiency?

In this session, understand how AI and data science tools and technology allow companies to analyse and develop new and direct ways to market and sell products and services by targeting the appropriate prospect profile for any given target market.

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