WELCOME TO THE CUSTOMER EXPERIENCE MANAGEMENT AFRICA SUMMIT
2018
Content: Dear Delegate Attendee Guideline Research Partners Leadership council Advisory Panel Speakers Sponsors Media Partners
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Dear Delegate Welcome to the 7th Annual Customer Experience Management Africa Summit. CEM Africa is the meeting place for CX professionals and innovative CX solution providers. CEM continues to provide a space for like-minded customer experience experts and top CX solution providers to gather for Africa’s most informative and educational summit where participants share the common goal of improving customer experience across the continent. The event provides the best platform for CX professionals to showcase their industry knowledge as well as solutions to better the customer’s perception of your brand. We hope that you enjoy the two-day summit, and gain as much value as possible from the variety of keynotes, panel discussions, and workshops that are on offer. On behalf of the Kinetic team, we would like to thank our sponsors, speakers, and partners for assisting with the growth of the CEM Africa Summit over the years, and we wish all attendees a spectacular event.
Yours Faithfully,
Terry Southam & Shannon Mackrill Founders
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ATTENDEE GUIDELINES
Attendee Guideline This edition of CEM Africa will focus on customer experience from a business led perspective. Understanding the need for clear and measurable returns and an accelerated impact on revenue growth, the summit themes are framed to facilitate these outcomes.
NETWORKING FLOOR:
Attendees are encouraged to network with the solution providers who will be available to discuss their latest innovative solutions to the pain points you may be experiencing within your organisation. You will be able to schedule strategic meetings with these exhibitors at their stands throughout the summit.
CONFERENCE SESSION:
Hear from leading industry thought leaders showcasing new insights to shape our future. The conference sessions are a one-stop shop to keep you updated of the latest trends and movements in the CX industry.
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COCKTAIL FUNCTION:
The networking event most attendees cannot wait for. Join new friends and colleagues at the end of a busy and informative first day. The cocktail function will be hosted on the networking floor at the end of day one.
WORKSHOPS:
As a delegate, you will have been given the opportunity to attend your selected workshops, selected through your CEM personal profile. If you have not selected a workshop, or wish to change a workshop, you may refer to your online CEM profile via the app or web browser.
Let us guide you through this :)
RESEARCH Partner www.askafrika.co.za Ask Afrika Group has grown to be the largest independent South African market research company with fieldwork capabilities in 95% of SubSaharan Africa. Our capabilities extend the full spectrum of both qualitative and quantitative research techniques – Creating memorable research for the greater good.
business acumen and industry understanding, unveiling the answers to the most challenging business questions and giving our clients the benefit of creatively applied research science, packaged in a simple, actionable format.
Our multi-disciplinary approach combines statistical and psychological expertise with
Lakeview Office Park, 137 Muckleneuk Street, Nieuw Muckleneuk, Pretoria, South Africa +27 (0) 12 428 7400 sarina@askafrika.co.za
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LEADERSHIP COUNCIL
Leadership Council: The Leadership Council consists of a select group of CX professionals who have been involved in the event for a number of years. Their guidance is our commitment to a more fruitful, knowledgeable and enjoyable experience at this year’s summit.
Prof. Adre Schreuder
Chantel Botha
Mike Joubert
Julia Ahlfeldt
CEO & Founder, Consulta & Sacsi
Founder, Billy Bo Group
Diane Magers CEO, CXPA (USA)
Customer Experience Consultant, BrandLove
CX Consulting
CX Leaders at #CEMSummit18
www.cemafricasummit.com
ADVISORY PANEL
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Advisory Panel: The CEM Africa Summit agenda has been shaped by our advisory panel of industry experts and thought leaders who have assisted us in identifying the key trends affecting today’s CX executives across the continent. These experts are embedded in the industry, enabling them to provide practical knowledge on a variety of topics.
Clint Payne
Masood Bhamjee
Mumbi Odame
Diane Magers
Programme Manager – Customer Experience, Multichoice
Channel Manager - CIB Digital Channels Africa, ABSA
Advising CX @CEMAfrica
Chief Experience Officer, Obsessive Customer Demeanor (OCD)
CEO, CXPA (USA)
Ian Golding
Founder Customer Experience Consultancy Ltd
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SPEAKERS
SPEAKERS: A - B
Adnan Theba
Adriaan van Staden
Alan Williams
CX Sales Consulting Director, Oracle
Senior Sales Manager, Genesys
User Experience, IQbusiness
Alichia Griffith
Andrew Cook
Antonia Oakes
Senior Solutions Consultant, GenesysAfrica
CEO, Smoke Customer Intelligence
Head: Customer Experience: Customer and Responsible Business Old Mutual Insure
Ayrton dos Santos
Brad Armitage
Community Opperations Manager, Uber
A-B
C-E
Creative Director, Alliance Brands Ltd
G-J
J-M
M-R
Brendon BairstowKlopper Director, Nlighten
R-T
T-Y
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SPEAKERS 11
SPEAKERS: C - E
Chantel Smit Head of CRM, Travelstart
Clint Payne Program Manager: Customer Experience MultiChoice Pty Ltd
Dion Scotten Global Consultancy Practice, Fraud Consultant, Experian
Chantel Troskie
Clifford Rodwell Sales Engineer, Kofax
Customer experience Senior Sales Manager Oracle
Deon Scheepers
Derek Waterston
Senior Manager, Strategic Sales Account Executive Business and Solutions Kofax South Africa (Pty) Ltd. Consulting, Genesys Africa
Douglas Amorim Arruda
Technical Manager, Middle East and Africa IBM Watson Customer Engagement
Did you hear me speak?
Enver Duminy CEO, Cape Town Tourism
Give us feedback
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SPEAKERS
SPEAKERS: G - J
Gustav van Pletzen
Ian Campbell
Head of Sales CX, Smoke Customer Intelligence
Principal Pre-Sales Consultant, Callcredit
Grace Sikapokoo Chief Customer Officer AIG SA
Ilse Louw
James Brodhurst
James Norris
Digital Business Strategist IQbusiness
Head of Fraud and ID Sales Engineering EMEA, Experian
Senior Marketing Consultant, Engagement Factory
Jean-Michel Cornish
Jennifer Coetzee
Jody Roberts
Senior Business Solutions Manager, SAS
Marketing Executive, Cape Union Mart Group
Senior Solutions Consultant, Genesys
A-B
C-E
G-J
J-M
M-R
R-T
T-Y
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SPEAKERS 13
SPEAKERS: J - M
JosĂŠ Luis CastaĂąos
Klaus Lombardozzi
Lance Peppler
EVP Business Development, Enghouse Interactive
Customer Operations Excellence Manager, Shell
Principal Sales Consultant - CX, Oracle
Larry Soffer
Leigh Moon
Liska Kloppers
Mentalist
Managing Executive Client Experience, SA Home Loans
Account Director, BrandsEye
Lizette Akker
Mark Chamberlain
Marrianne De Korte
Customer Experience Management, IQbusiness
CIO Callcredit Americas and Customer Experience Evangelist, Callcredit Americas
Business Manager, Customer Insights and Escalations Management Telesure
What do you think?
Give us feedback
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SPEAKERS
SPEAKERS: M - R
Mary-Jane Talbot
Mumbi Odame
Nathalie Schooling
Customer Experience Management, IQbusiness
VP, Digital Channels, Barclays Africa
CEO, Nlighten
Nicolette de Wit
Paul Furmie
Peter Reid
CEO, Intuate Group
Head of video collaboration for SSA, Logitech
Pieter Van Eyssen
Rafael Rodriguez
Ric Wilson
Principal Solutions Consultant, GenesysAfrica
Digital, IQbusiness
Senior Product Manager, Ninzi Connect
A-B
C-E
G-J
J-M
M-R
Intelligent Insights Practice Executive, Mint Management Technologies
R-T
T-Y
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SPEAKERS 15
SPEAKERS: R - T
Ricardo Braz
Rick Parry
Roger Strain
Senior Key Account Manager, ASK Afrika
CEO, Delight@work
Managing Director, Liquid CRM
Sarina de Beer
Sean Drummond
Shawn Sipman
Managing Director, Ask Afrika PTY (LTD)
Screenwriter, Founder, Be Phat Motel
Shikesh Lalbahadur
Taryn Morris
Senior Product Manager Ninzi Connect
Operations and Logistics Manager, Head of CX, Uber
Hello, how are you?
CX Business Dev & Strategy Leader – Africa Oracle
Tim Oakhill Worldwide Marketing Subject Matter Expert, IBM Watson Customer Engagement
Give us feedback
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SPEAKERS
SPEAKERS: T - Y
Timothy Matthis
Wynand Smit
Yugesh Frylinck
Founder, Genex Insights
CEO, INOVO
Chief Customer Experience Officer, ex Edcon & Sterkinekor
A-B
C-E
G-J
J-M
M-R
R-T
T-Y
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SPEAKERS 17
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Dear Delegate Attendee Guideline Speakers Lunch Sponsor Association Partner Media Partners FAQ’s
18 - 19 October 2018 The Forum Johannesburg
August 2019 CTICC Cape Town
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18 - 19 October 2018 The Forum Johannesburg
19 - 20 March 2019 CTICC Cape Town
www.afri-secure.com
www.ecommerce-africa.com
Connecting through B2B Conferencing 14 Pickwick Road, Salt River, 7925, Cape Town, RSA
Contact Us: Tel: +27(0) 21 180 4700 Fax: +27 (0) 86 547 5371 info@kineticevents.net
www.kineticevents.net
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SPEAKERS 19
SPONSORS: Thank you to all participating sponsors Scroll through or select a logo to jump to a specific sponsor
DIAMOND Sponsor www.ibm.com/za-en/ IBM is a leading global technology and solutions provider and the world’s largest consulting organization. IBM’s end-toend global capabilities include: Services, Software, Information Technology Systems, Research and Financing. Operating in more than 170 countries, with over 350,000 employees, IBM creates business value for its clients through integrated solutions that leverage innovative IT and deep business insights. In Africa, IBM is committed to partnering with governments, private sector companies, universities and communities to help drive transformation across the continent with high-value solutions and cross-industry capabilities covering healthcare, transportation,
education, energy and banking, amongst others. IBM has considered South Africa to be one of its key markets since the inception of its first office in 1952. It is a significant employer in South Africa, and has been officially certified by the Top Employers Institute for its exceptional employee offerings. IBM has assisted the country vastly over the decades by providing education programs and volunteering hours in communities it works and operates in. IBM supports economic and social development locally through programs that apply expertise and technology resources – with a major focus on Africa, where IBM works with governments, universities, and small NGOs. Moreover, IBM
Address: 90 Grayston Drive, Sandton, Johannesburg, South Africa +27 (0)11 302 911 ibm4u@za.ibm.com
has heavily invested in the Smarter Cities Challenge by deploying three SCC teams with 18 IBM executives, providing pro bono consulting to 3 South African cities, helping them to address the critical issues of public safety, management of revenues from water services, and optimizing social services delivery.
IBM and the IBM logo are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide.
Discover the full path to purchase with IBM Watson Customer Engagement
To learn more, visit the IBM booth at CEM Africa Summit or connect to: ibm.com/za-en/customer-engagement
Struggle Points
Top Customers
Attrition Alerts
Personalization
Data Insights
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SHOWCASE
Customer Experience Africa Summit Showcase 2018
INTERESTED IN HOW THE EVENT WENT? We’ve got you covered CX Industry
2 Days
August 2018
Speaker Presentation Breakdowns
SHOWCASE
Delegate Focused Statistics
Customer Experience Management Africa Summit
Competition Winners Re Capping Sponsorship mailers Speaker Introductions Workshop Breakdowns
FEATURING: Africa’s Premier Customer Experience Event in 2018
CEM Africa Summit
@CEMAfricaSummit
www.cemafricasummit.com
AND SO MUCH MORE!
** Showcase will be uploaded to issuu the week after the event to all persons via issuu.com/kineticsa
PLATINUM Sponsor www.iqbusiness.co.za IQbusiness is the leading independent management consulting firm in South Africa, helping clients overcome their business challenges and achieve better results. Since 1998, we have been enabling banks, insurance companies, retailers and others to take their products to market faster, improve customer satisfaction, upskill teams, eliminate waste and strengthen governance and compliance.
Although proudly South African, our perspective is international through the experience of our people, our clients and our business partners. IQbusiness is privately owned and fully empowered with a level 3 B-BBEE certification.
Drawing on our core strengths consulting, research and contracting - we solve clients’ problems by providing innovative, faster and more cost-effective services and solutions, backed by teams with real expertise and experience.
Johannesburg: IQbusiness Park, 3 Third Avenue, Rivonia, 2128 +27 (0)11 259 4000 Cape Town: The Vineyards Office Estate, 99 Jip de Jager Road, Welgemoed, Cape Town +27 (0)21 461 9797 info@iqbusiness.net
DOES YOUR BUSINESS DELIVER
A SUPERIOR CUSTOMER
EXPERIENCE?
It should. After all, business is constantly evolving – and people’s expectations with it. In this experience-led marketplace, you can’t rely on luck. It is essential that your business is agile enough to respond and adapt to changing customer needs. Let us help you transform your business to engage and delight your customers through our range of services and solutions, backed by 20 years of local and international experience.
REIMAGINE CHANGE AS YOUR GROWTH
PLATINUM Sponsor www.genesys.com Genesys is the global Omnichannel customer experience and contact centre solution leader. Our customer experience platform and solutions help companies engage effortlessly with their customers, across all touch points channels and interactions to deliver differentiated customer journeys, while maximizing revenue and loyalty.
also improves sales effectiveness – converting customers into advocates and repeat buyers – while driving costs out their business. Powered by the Genesys Customer Experience Platform, our solutions enable businesses to intelligently manage intelligently manager interactions and improve customer satisfaction.
Companies that consistently deliver a great customer experience (CX) have realized measurable business benefits far beyond improving customer loyalty and profit. Companies focusing on end-toend customer journeys across multiple touch points and channels can build significant competitive advantage, reduce customer churn and differentiate their brand from competitors. This end-to-end focus on customer experience
That makes it easier than ever to align customer experiences with perceived values they deliver – greater loyalty to the brand and higher revenue to the business.
Building 7 Tuscany Office Park 6 Coombe Place Rivonia, Gauteng South Africa 2128 +27 (0)87 740 0900 GenesysSEA@genesys.com
THE BEST BRANDS CONNECT WITH GENESYS
Genesys Building 7 Tuscany Office Park 6 Coombe Place Rivonia Gauteng 2128 South Africa phone: +27 87 740 0900 www.genesys.com
PLATINUM Sponsor www.sas.com Experience. Flexibility. Innovation. SAS is the analytics leader. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world ‘THE POWER TO KNOW’. The customer journey just took a turn for the better. Take it. Leave it. Keep looking. Understanding a customer’s journey can feel elusive. You track behavior, deliver offers - but it’s not enough. Customers want to be appreciated and wowed. If your marketing approach has customers thinking “same as it ever was,” it’s time for a refresh. Engage customers with confidence. Use data, analytics and insights on prospects and customers to create relevant, individualized experiences in real time. Map out an ideal journey
that’s not only satisfying to the customer, it’s also valuable to your organization. SAS provides a unified, open analytics platform with unmatched breadth and depth to help you engage with customers, right when it matters. SAS® Customer Intelligence 360 Create relevant, satisfying, valued customer experiences. Infuse your marketing decisions with unprecedented customer insights. Customer-level digital data merged with traditional data sources yields a 360-degree customer view. Imbedded predictive marketing analytics engenders a deeper customer understanding. Engage with customers contextually across inbound and outbound channels. And craft compelling customer experiences tailored to each unique customer’s journey. SAS® Customer Intelligence
SAS South Africa 93 Central, Houghton, Johannesburg, Gauteng, 2041 +27 (0)11 713 3400 karishma.singh@sas.com
The customer journey just took a turn for the better. Take it. Leave it. Keep looking. Understanding a customer’s journey can feel elusive. You track behavior, deliver offers – but it’s not enough. Customers want to be appreciated and wowed. If your marketing approach has customers thinking “same as it ever was,” it’s time for a refresh. With SAS® Customer Intelligence, see each customer in a new light. Create a 360-degree customer view with unifi ed digital data and traditional data sources. Gain a deeper understanding with embedded predictive analytics. Connect with customers across all channels. And create compelling experiences tailored to each journey. Give your customers more than they expect. Before they know they want it.
SAS® Customer Intelligence www.sas.com/ci
SAS and all other SAS Institute Inc. product or service names are registered trademarks or trademarks of SAS Institute Inc. in the USA and other countries. ® indicates USA registration. Other brand and product names are trademarks of their respective companies. © 2017 SAS Institute Inc. All rights reserved. G28381US.0516
PLATINUM Sponsor www.oracle.com/za Oracle Customer Experience: Connect Every Engagement with Your Brand Oracle Customer Experience (CX) is a complete set of best-in-class, integrated, cloudenabled solutions that encompass the entire customer journey. Throughout the customer lifecycle, across all channels and devices, Oracle helps you break down organizational barriers so you can connect engagements, build advocacy, and grow revenue.
customers in more than 195 countries and territories while processing 55 billion transactions a day. For more information about Oracle (NYSE:ORCL), Please visit us at o racle.com and oracle.com/za https://www.oracle.com/za/ applications/customer-experience
About Oracle The Oracle Cloud delivers hundreds of SaaS applications and enterpriseclass PaaS and IaaS services to
Johannesburg: 54 Maxwell Drive, Sandton, Johannesburg Cape Town: South Office Block, The Water Club, Beach Rd, Mouille Point, Cape Town, 8005 +27 (0)11 319 4550 mea-saas_sa@oracle.com
Welcome to Oracle CX THE ORACLE DIFFERENCE
Data-driven
Intelligent and adaptive
Predictive analytics, social media knowledge and real-time recommendations provide collective customer and business insights – helping you lower costs, grow revenue and sustain brand value.
Oracle’s CX suite comprises Adaptive Intelligent Apps, powered by huge amounts of digital consumer and business data from Oracle’s Data Cloud, and sophisticated decision science/Machine Learning. Oracle Apps enable unprecedented personalised and context-aware customer service.
Connected and continuous
Real-time Oracle CX Cloud leverages predictive analytics to take the best action based on context. This maximises the value of every customer interaction and delivers personalised customer experiences for every channel, with real-time decisions at the point of interaction.
With Oracle CX, all customer interactions are connected across devices, channels and products to be truly customer-centric and available whenever your customers need them.
WATCH HOW DIGITAL TRANSFORMATION IS CHANGING CUSTOMER EXPERIENCE
WATCH DIGITAL TRANSFORMATION IS CHANGING EXPERIENCE Brian Solis,HOW Principal Analyst form the Altimeter Group, talks aboutCUSTOMER the impact of digital disruption customer experience. Brian Solis, Principal Analyston from the Altimeter Group, talks about the impact of digital disruption on customer experience.
USE THE QR CODE TO VIEW THE VIDEO Watch the video: https://video.oracle.com/detail/videos/featured-videos/video/4870659960001
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The great CX race
The movers and shakers of CX
SectorSpecific CX
Can virtual experiences replace reality?
Get your CX transformation underway
Welcome to Oracle CX
For further details: Oracle.com/za | +27 11 319 4550 | mea-saas_sa@oracle.com
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Start your CX transformation today
GOLD Sponsor www.intuategroup.com Established in 2000, Intuate Group is a privately owned, South African, information technology holding company that provides specialised, integrated technology and people solutions. The Intuate Group of companies include Intuate Services, Intuate Solutions and Intuate Engagement Technologies. In conjunction with Callcredit, we simplify today’s omni-channel customer journey by integrating all points of contact, regardless of channel, into a single easy-touse system - giving you a single customer view and the power to make the best commercial real-time decisions.
Our experienced client and development teams will work with you to reduce the time to value through faster implementation and integration, reusing existing legacy systems where possible. With extensive industry experience and an advanced suite of cloud and on-premise technologies, we are uniquely positioned to address your specific business needs by designing a solution that takes functionality, ease-of-use, ROI and long-term business value into consideration.
Turnberry Office Park, 48 Grosvenor Road, Bryanston, 2191 +27(0)11 302 1200 info@intuategroup.com
SINGLE. CUSTOMER. VIEW. ACROSS ALL CHANNELS & BRANDS Our intuitive Customer Experience Management platform incorporates all communication channels into a single view of customer contact and activity. Having an intelligent Customer Experience Management platform at the heart of your customer engagement strategy will allow you to: • Provide personalised experiences • Deliver seamless customer journeys • Transform customer service • Facilitate self-services • Enhance employee experience • Streamline processes • Ensure compliance
Get in touch T: +27 (0) 11 302 1200 (Ask for Tanica) W: www.intuategroup.com E: info@intuategroup.com
GOLD Sponsor www.smokeci.com The last straw of a bad customer experience catapulted Andrew Cook from his promising career as a CA into the field of customer experience management. He had a choice: become another disgruntled customer or do something to change the way businesses engage with their customers. Andrew directed his energy into making it easier for customers to be heard and for businesses to take action. With some hard work, clever programming and an entrepreneurial spirit, Smoke Customer Care Solutions was founded.
This software is now known as Eyerys, and it enables companies to continuously monitor service levels delivered in call centres, in the retail environment, online, and every other customer touch point. From software to soft skills, we now combine innovative technological solutions with advisory services so that companies are able to broaden and develop their customer experience strategies. Smoke CCS has grown to include the expertise of some of South Africa’s most creative and talented developer, operational support and sales brains.
The Smoke CCS team was formed in 2007 and the first steps were taken to develop a post-call interactive voice response (IVR) survey solution.
Top Floor, Ash House, Olivedale Office Park, Corner Olive Street and Lima Road Randburg, Johannesburg, 2188 +27 (0)11 462 9881 info@smokeci.com
GOLD Sponsor www.genex.co.za At Genex Insights, we are Inspired by Insight! We are market research professionals and insight technology specialists. Our value proposition is formulated through the unique combination of exceptional research expertise backed by award winning, technologies to help you gain valuable insight into your industry, markets, customers and stakeholders! We draw on our research expertise spanning over 15 years for the generation of market, customer and stakeholder insights through any and all research channels.
This expertise, backed by some of the country’s most brilliant computer science minds, has spawned the engineering of our customer engagement platforms which afford our customers the ability to view and manage results in real time! We are truly unique in our ability to provide not just a full suite of market research and software services but also in our intellectual capital and ability to link research to strategic business outcomes.
Genex Insights, Building 7 Fourways Golf Park Roos St, Sandton 2068 +27 (0)11 267 1400 info@genex.co.za
Genex Insights… Inspired by Insight! We are market research professionals and insight technology specialists •
Our value proposition is formulated through the unique combination of exceptional research expertise backed by award winning, technologies to help you gain valuable insight into your industry, markets, customers and stakeholders!
•
We draw on our research expertise spanning over 15 years for the generation of market, customer and stakeholder insights through any and all research channels.
•
This expertise, backed by some of the country’s most brilliant computer science minds, has spawned the engineering of our customer engagement platforms which afford our customers the ability to view and manage results in real time!
•
We are truly unique in our ability to provide not just a full suite of market research and software services but also in our intellectual capital and ability to link research to strategic business outcomes.
WORKSHOP CONTENT – The Personalisation vs Privacy Legislation Debate SESSION 1&2 (1st August):
In customer experience personalisation is becoming increasingly important with customers wanting their service providers to know them and their needs. However, legislation is also adapting to customers need to protect their right to privacy. Join Genex as they debate these two important topics and how to successfully find a balance between them.
SPEAKER:
Timothy Matthis, Founder, Genex Insights;
Click here to watch our video
Genex Insights Building 7, Fourways Golf Park, Roos Str, Sandton 2068 27 (0)11 267 1400 info@genex.co.za www.genex.co.za
SILVER Sponsor www.ninzi-connect.com Ninzi-Connect is a telecommunications and customer engagement solutions company.
optimisation, interaction recording, quality management, business analytics and automation.
Ninzi- Connect have over 20 year’s experience in providing contact centre management solutions which add value to customer experience. NinziConnect solutions include call automation, interactive voice response, workforce
Our solution offerings are designed to create productive business processes and drive performance in the contact center and back office environments.
JCC House, 27 Owl Street, Milpark, Johannesburg 2092 Johannesburg Office: +27(0)11 482-3600 Fax: 011 482-4628 info@ninzi-connect.com
Ninzi-Connect provide cost effective solutions encompassing every aspect of the contact centre environment, from call automation to workforce management, recording, quality management and business analytics. Our contact centre solutions company has over 20 years’ experience and a large customer base spanning the financial, insurance, retail and communication sectors. Ninzi-Connect can implement and Optimise the use of the following solutions for maximum business advantage. Unified Customer Communications
Fraud Detection
Inbound Automatic Call Distribution (ACD)
SIM Swap Detection
Predictive Dialler
Proximity and Location Based Services
Self-Service IVR
Divert Detect
Advanced List Management
Customer Behaviour Analytics
Workforce Optimisation
Omni-Channel Interactive Engagement
Workforce Management
Custom mobile applications.
Quality Management
Interactive engagement via social channels
Performance Management
Interactive SMS/USSD
Desktop Analytics and Process Automation
Chat bots and natural language processing
Contact: Johannesburg Office:
Cape Town Office:
Tel: 011 482-3600 Fax: 011 482-4628 Email: info@ninzi-connect.com
Tel: 021 974-6153 Alt: 083 627 0458
Group of Companies
Š 2018 Ninzi-Connect Software (Pty) Ltd. All Rights Reserved www.ninzi-connect.com
SILVER Sponsor www.logitech.com/en-za Focused on innovation and quality, Logitech designs personal peripherals to help people enjoy a better experience with the digital world. We started in 1981 with mice, which (new at the time) provided a more intuitive way of interacting with a personal computer. We became the worldwide leader in computer mice, and have reinvented the mouse in dozens of ways to match the evolving needs of PC and laptop users. Since those early days, we have expanded our expertise in product design beyond the computer mouse, with a broad portfolio of interface devices that are the “last inch” between you and your computer or your console game, digital music or homeentertainment system.
With products sold in almost every country in the world, Logitech’s leadership in innovation now encompasses a wide variety of personal peripherals (both cordless and corded), with special emphasis on products for PC navigation, gaming, Internet communications, digital music and homeentertainment control. For each of our product categories, we study how our customers use their digital devices, and then our designers and engineers set their sights on how we can create a better experience with those devices – richer, more comfortable, more fun, more productive, more convenient, more delightful.
The Fourways Business Centre, Leslie Road Corner William Nicol Drive Design Quarter Fourways, 2055 Gauteng, South Africa +27(0)11 513 3380 tvanas@logitech.com
Advert
SILVER Sponsor www.experian.co.za Experian is the leading global information services company, providing data and analytical tools to clients in more than 80 countries. We help businesses across multiple industries to manage their credit risk, prevent fraud and automate decision-making. Experian South Africa combines the power of comprehensive consumer and business information, analytical expertise and sophisticated software to deliver a truly holistic credit management solution to the South African credit granting industry. Experian’s core capabilities in this area support clients across the customer lifecycle, from customer acquisition through to collections and recoveries.
We help organisations to make more informed decisions about: Which customers to target Which customers to accept How to identify fraud Which clients to work with How best to manage on-going relationships in terms of cross-sell, up- sell, management of ďŹ nancial exposure and collections activities.
Experian South Africa l Ballyoaks Office Park, 35 Ballyclare Drive, Bryanston +27(0)11 799 3400
Understanding how fraud affects customer experience is crucial. Experian SA has taken another important step in the transformation of its Consumer Services business, by acquiring CSID. By combining Experian’s industry-leading Consumer Services products, like Mosaic, with the proprietary technology and innovation of CSID’s identity protection platform, we offer consumers and clients best-in-class demographic, credit and identity solutions.
Identity theft is a global virus! Every second in the day 12 people become victims of identity theft online. That’s more than 1 million victims around the world each day. Your information is sold on the dark web for as little as 1$ to 500 $ Experian is the global identity theft protection leader. Extracting data from dark web services, hacker communities and web pages, using its proprietary cyber agent technology and highly trained analyst teams. Experian analyze and monitor over 600 000 web pages and queries on a daily basis, allowing Experian to automatically collect individual data being illegally distributed Identity protection is a fundamental need. No business should be in the dark.
SILVER Sponsor www.delightatwork.com Delight@Work addresses the “Empathy” pillar in the “6 Pillars of Customer Experience, focusing on emotional intelligence. Delight@Work is an enabler of Customer Centric behavior and we understand that excellent Customer Experience requires a Customer Centric Culture. The underlying company culture determines the behaviours of employees and living the culture is everybody’s responsibility, not just a leadership responsibility, which is why Delight@Work identifies the specific behaviours that pertain to the individual company culture and provides a Cloud Based Digital
Coaching program to address the behaviours. Delight@Work provides a blended learning program combining the Digital Coaching with customised facilitated offline workshops, coaching and mentoring as well as a sustainable and scalable cultural change journey with assessments, visualization, insights, analytics and follow through.
Fourways Golf Park 1st Floor, Wentworth Building Roos Street, Fourways +27 (0)11 267 8600 rick@delightatwork.com
Delight@Work – a blended learning approach for creating and maintaining customer-centric cultures within today’s organisations, essential to the delivery of a consistent and sustainable delightful customer experience.
“Delight@Work has taught me to be more pro-active and to think ahead for my customers.”
“It has helped me to become so much more aware!”
“Delight@Work encouraged me to constantly strive for excellent service.”
www.delightatwork.com | +27 (0)11 267 8600
“The learnings I received and continue to receive are amazing and life-changing.”
SILVER Sponsor www.engagementfactory.com First things first – Allow us to introduce ourselves. Recognized by the Financial Times as one of Europe’s Fastest Growing Companies in 2018, we are a full service digital agency. And we work pretty hard to create engaging usercentered experiences for clients like you. We take pride in our work and in our ability to help our clients discover their potential through customer engagement. We believe that informed design partnered with robust technology is crucial to cultivating your success. Our team is deeply embedded in digital culture and we are uniquely motivated to craft intelligent, user-centered experiences for clients like you.
For us, the desire for enhancing everything we touch unites us, but it’s the multidisciplinary team embracing a human-centered process that forms Engagement Factory. We think about a connections strategy for a digital world. Your consumer doesn’t think in channels, so neither do we. It’s all about building and strengthening your connections and uncovering the value exchange. Given a chance, we’d love to help you discover and uncover these meaningful human connections.
9 Grove Avenue, Claremont, Cape Town, 7708 info@engagementfactory.com
Visit our website to learn more.
www.engagementfactory.com
ENGAGEMENT FACTORY
Buys a product with a special discount.
Nurture contact based on preferences.
Personalised product email.
Their recommendations are a match.
Each customer is unique! Can you make relevant decisions and journeys for them? Engagement Factory is a new type of customer engagement agency, we deliver results by matching customer-centric strategies with technology, intelligence and creativity.
Meet some of our clients around the globe:
Visit our South African office: 9 Grove Avenue, Claremont, 7708, Cape Town
SILVER Sponsor www.kofax.com Make the First Mile™ of business smarter. Kofax® provides software to simplify and transform the First Mile™ of business. By automating information-intensive processes, we help organizations keep pace with rising customer expectations. Our flagship product, Kofax TotalAgility®, combines award-winning capture, process management, data integration, mobile, e-signature, communications management and analytics into a unified digital transformation platform.
and more can be automated, streamlined and accelerated for better customer engagement. More than 20,000 customers globally rely on Kofax software to improve the customer experience, reduce operating costs, differentiate and grow.”
Common processes like new accounts, claims, patient admissions, mortgage applications, citizen benefits, accounts payable
Kofax South Africa (Pty) Ltd. Block C, Floor 1 Gillooly’s View Office Park 1 Osborne Lane Bedfordview 2007 South Africa +27 (0)11 417 8629 Contactus.emea@kofax.com
Power Your Processes. Empower Your Customers.
Drive a superior customer experience with digital transformation. Customer Onboarding
Robotic Process Automation
Omnichannel Information Capture
Financial Process Automation
Wow new customers with simple, digital interactions.
Eliminate costly and mistake-prone manual data entry.
Capture and transform documents from any device.
Elevate supplier relationships and reshape accounts payable.
www.kofax.com
SILVER Sponsor www.liquidcrm.co.za
www.mintgroup.net
Liquid CRM is a leading CRM consultancy, with an impressive portfolio of large-sized corporates in the financial, retail and public sectors. Using Microsoft Dynamics 365, we believe client experience is as important as our technical capability, so we help you implement CRM solutions that actually get used in your organisation.
Mint Group is a global IT consultancy that is in the top 1% of global CRM providers and a member of the Microsoft Dynamics Inner Circle. We create tomorrow by inspiring out employees, clients and parters to innovative Solutions powered by Dynamic 365, office 365, Azure and Cognitive Services
“Watch how we transform the customer journey with Dynamic 365�
SILVER Sponsor www.inovo.co.za
www.enghouseinteractive.com
About INOVO INOVO offers contact centres a flexible way to service, sell to, or collect from customers across any channel – all with a view to transforming the customer experience, saving costs and driving efficiency and profitability. Through a collaborative approach, the company provides awardwinning technology, solutions and professional services that deliver better, measurable results.
of customer interaction management solutions. Core technologies include contact center, attendant console, predictive outbound dialer, knowledge management, IVR and call recording solutions that support any telephony environment, on premise or in the cloud.
About Enghouse Interactive Enghouse Interactive (www.enghouseinteractive. com) delivers technology and expertise to maximize the value of every customer interaction. The company develops a comprehensive portfolio
Enghouse Interactive has thousands of customers worldwide, supported by a global network of partners and more than 800 dedicated staff across the company’s international operations.
Cape Town Office: 2nd Floor, Tijger Park 2, CnrBloemhof Rd & Willie van Schoor Average, Bellville Cape Town +27 (0)12 665 2265 sales@inovo.co.za
Optimise your customer communication channels to deliver service excellence.
Chat to your contact centre CX specialists to learn how: Stand 15Africa @ CEM2018 Africa| 2018 | sales@inovo.co.za | 012 2265 CEM sales@inovo.co.za | 021 665665 2265
www.inovo.co.za
www.presenceco.com www.enghouseinteractive.com
SILVER Sponsor www.verint.com Customer Engagement Solutions Verint is “The Customer Engagement Company.” We help organizations simplify and modernize the way they engage customers through their contact center, branch, back office and marketing departments. Our market-leading broad portfolio of cloud and hybrid solutions is designed with the latest artificial intelligence and advanced analytics technologies to deliver greater automation and shared intelligence that drives real business impact. Verint is your partner to make customer engagement a strategic advantage and a strong competitive differentiator for your organization.
With over two decades of experience helping more than 10,000 organizations worldwide create lasting value, we’re a global leader in customer engagement. Together with our vast global partner network, we can help you evolve and modernize your entire customer engagement operation, while protecting your legacy investments. Together with our customers, we’re looking to the future— imagining, planning and developing innovative ways to take customer engagement to new heights
241 Brooklands Road, Weybridge, Surrey, KT13 0RH + 44 (0) 1932 839500 Info.emea@verint.com
Defining the Human Age: A Reflection on Customer Service in 2030 Consumers demand that human contact remains part of customer service Despite all the new digital channels 76% want human contact to remain Consumers want a humanised customer experience tailored to them and their preferences But 83% of consumers want to know organisations are keeping their personal information secure Consumers want the latest technology to be available at work as at home More than a third expect workplaces to be more flexible to suit employee preferences
Latest research from more than 36,000 consumers across 18 countries reveals the key challenges organisations face for engagement in the future info@verint.com +44(0) 1932 839500
verint.com/ defining-the-human-age/uk © 2018 Verint Systems Inc. All Rights Reserved Worldwide.
INNOVATION Sponsor www.freshworks.com Freshworks Inc. (http://www.freshworks.com) is the parent company behind the suite of products, which includes Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer.
of SaaS products is widely used by over 150,000 customers around the world including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba and Cisco.
The company’s suite of products is designed to work tightly together to increase collaboration and help teams better connect and communicate with their customers and co-workers. Founded in October 2010, Freshworks Inc. is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks has its HQ in San Bruno, California and global offices in India, UK, Australia, and Germany. The company's cloud-based suite
San Francisco, USA 1250 Bayhill Drive, Suite 315, San Bruno, CA 94066 Sanjay Kumar +91 9686567605
Click here to watch our video
INNOVATION Sponsor www.inquba.com InQuba is a high-growth 7-year-old customer experience management and customer engagement SaaS provider with customers and operations across 4 continents. Our holding company resides in the UK with operating subsidiaries in the USA, UK, South Africa, and Australia. Our mission is to be the enabler of a superior customer experience by providing our customers with a CX orchestration platform that allows listening to the customer, learning from the insights gathered by a CX program, sharing feedback and action plans with employees cross the operation, and engaging with the customer to close the feedback loop. inQuba CX is a scalable customer experience orchestration platform, and is uniquely founded on the customer journey modeller at its core. Every piece of feedback
gathered (regardless of channel) is anchored to the relevant point on the customer journey (experience, transaction or touchpoint). This applies to both structured (scoring), unstructured (text verbatim) feedback. inQuba CX is unique in that it is the only platform built end-to-end with customer experience orchestration in mind. Our data model is the only one in the industry that anchors every piece of feedback to the customer journey, enabling you to disseminate and act on data in realtime. Content always goes to the right person at the right time, enabling rapid response. In addition, inQuba Engage is the only campaign and communications management tool that is seamlessly integrated into a CX orchestration platform, enabling you to both upsell, cross-sell and
info@inquba.com +27 (0)11 447 2049
close the loop with the customer. inQuba provides unrivalled support capability through our local and extensive Customer Success Teams and technical resources. inQuba’s clients are typically blue-chip leaders in their respective fields, and they use our platform to gain a competitive advantage. inQuba
CX runs large and complex CX programs with these and many other organisations in South Africa and across the globe. We have helped our clients to identify moments of magic and misery in the customer journey, and have helped them to achieve outstanding results. For more information visit www.inquba. com
INNOVATION Sponsor www.nlighten.co.za We help great companies create exceptional experiences that keep their customers and clients coming back. nlighten, one of Africa’s leading client experience companies, working with a prominent network of customer experience experts, provide guidance in four main areas for enhancing experiences: robust and insightful research, strategy facilitation, training tailored to business outcomes and
customer journey mapping, experience design and user experience improvement. By providing insight on key customer experience metrics, the nlighten team helps clients to strategically grow market share, boost brand value, increase income and build overall business resilience.
Greenford Office Estate, Block N, Punters Way, Kenilworth, Cape Town brendon@nlighten.co.za +27 (0)21 794 7533
WE WORK WITH HIGH-PERFORMING COMPANIES TO DESIGN, DEVELOP AND DELIVER EXCEPTIONAL CUSTOMER EXPERIENCES.
W H AT WE C A N D O F O R Y O UR BUSINESS
RESEARCH
STRATEGY
Knowing what your customers need and want is vital. Our research translates customer feedback into real business results.
nlighten helps you build a robust CX action plan, and helps you to make it part of your long-term business strategy.
TRAINING
EXPERIENCE REDESIGN
Our comprehensive range of targeted customer experience training solutions identify your customer experience needs, transforming your business culture.
Globally, Customer Journey Mapping has become the go-to method for designing and redesigning the customer experience.
We help you create the kind of experiences that will grow your market share, boost brand value and build overall business resilience, with significant impact to your bottom line. 021 794 7533
brendon@nlighten.co.za
www.nlighten.co.za
INNOVATION Sponsor www.principa.co.za We work wonders with data science to serve over 150 companies in 30 countries in Africa, Middle East and Europe. Principa’s data science solutions help customers answer questions about the past and present to anticipate future outcomes.
data insights derived provide the information and knowledge from which to develop more effective strategies, increase efficiency and profitability, and decrease cost and risk.
Our data scientists, developers and consultants work together to develop data analytics solutions that derive answers, predictions and recommended actions from large and complex data. The
Principa, 1st floor, Block 2 Northgate Park, Corner Section St and Platinum Dr. Paarden Eiland Cape Town +27 (0)21 680 6000
LUNCH Sponsor www.upinion.com Upinion is a research technology platform powered by mobile and social messaging. Upinion makes it easy for you to put your customers first, test and pivot your products, concepts and strategy. Upinion has it’s own mobile messenger app, which allows you to run your research in more than 100 countries. Plus it also allows you to reach your audiences in their social habitat through Facebook Messenger, where they are having authentic conversations with friends and family.
integration is also available in more than 100 countries. The strength of Upinion lies in our conversational back-end, which helps you script advanced conversations and analyse your data or API to your CMS or Analytics software. Our team of experts can help your business take the next step in ongoing consumer engagement, agile market research and improve speed, data quality and get you far better responses than traditional approaches.
This makes targeting and inviting respondents easy and sizable. Be part of their contact list, engage when you need respondents and increase your response rates. The Upinion Facebook Messenger 44 Melrose Boulevard, Melrose Arch, Johannesburg. +27 (0)82 497 8479 tanya@upinion.com
ASSOCIATION Partner www.sacsi.consulta.co.za The SAcsi is a national economic indicator of customer evaluations of the quality of products and services purchased and used by household consumers in South Africa. Extensive analytical, customer satisfaction measurement, consulting and management skills put Consulta (Pty) Ltd in the best position to represent the South African Customer Satisfaction Index as licensed partner with the American Customer Satisfaction Index (ACSI) Global CSITM. The SAcsi is a causal model that links customer expectations, perceived quality and perceived value to customer satisfaction (the SAcsi score), which in turn is linked to customer complaints (and recovery) and customer loyalty intentions.
Each metric provides insight into customer satisfaction drivers. Combined, these metrics provide a holistic view that can predict customer buying behaviour (with specific reference to customer retention). The SAcsi is part of 29 global country partners in the ACSI Global CSITM and has since 2012 produced a series of indices at national, economic sector, industry and company/agency levels.
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Thank you to all participating media partners
SA’S LEADING BRAND CONTENT PROVIDER
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Africa Business AfricaBusiness.com is an award-winning digital magazine which focuses on providing information in the sector of businesses, ICT, environment, and green energy. The platform offer services ranging from interviews with VIPs, event announcements, business advertisement, and press releases on pertinent information for CEOs, businesses, traders, and general readers to fully understand the trend of businesses in Africa while identifying opportunities that accompanies it. www.africabusiness.com info@africabusiness.com
Africa investor Africa investor (Ai) is a specialist investment communications firm advising governments, international organisations and businesses on investment strategies for capital market and foreign direct investments in Africa. Ai provides transaction advisory services, strategic research and investment indices to support its clients’ investment programmes in Africa. www.africaninvestor.com tshegofatso.matekane@africaplc.com +27 (0) 11 783 2431
Africa Stop Over Develop new relationships with African SME’s, local Factories, local Chamber of Commerce, major international companies already in Africa, national oil companies, infrastructure companies, mining companies, engineering procurement and construction firms, import & export, service providers, consultants, law firms, agribusinesses, african private equity firms, institutional investors and investment banks. Align your brand to the “African Growth Story’’ and position your commitment to the region www.africastopover.com hugo.cereta@ccpa.pace.com +32 477 232 121
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Africa Union This annual publication offers objective and insightful coverage of social, political and economic trends in Africa from government to business as well as identifying and promoting trade and investment opportunities on the continent. We offer coverage by Africans from every country on the continent. grivin@primediazw.com +27 (0) 21 829 0259
African Business Central (“ABC”) is a leading online media company showcasing curated and original news on African Business, primarily, and all things Africa, in general. ABC’s rapidlygrowing site attracts tens of thousands of visitors every month that read and watch news, analyses, and opinions of business, economic, political, and cultural events in and about Africa. ABC is making its mark around the world telling Africa’s success stories and highlighting the continent’s swift socio- economic ascent to a rapidly-growing global audience. ABC’s core values are based on the notion that business, in general, and entrepreneurship, in particular, is the surest path to Africa’s socio-economic progress. www.africanbusinesscentral.com susan.douglas@africanbusinesscentral.com
BizCommunity Bizcommunity is the leading South African source of the who, what, where and why of what’s happening in the advertising, marketing, media and retail sectors www.bizcommunity.com presso.ce@bizcommunity.com +27 (0) 21 404 1460
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Brandlove Customer Experience Brandlove is a marketing, education, research and consulting agency serving some of the biggest brands in South Africa. www.brandlove.co.za hello@brandlove.co.za +27 (0) 83 284 7676
Cape Business News Cape Business News, founded in 1980, is a specialist online and print platform that provides business readers with comprehensive news, with extensive coverage of general business trends, events, statistics, new products, services and projects. www.cbn.co.za pieter@cbn.co.za +27 (0) 87 238 2180
CCMG They promote and contribute to the professional development of businesses and professionals within the Contact Centre industry, and provide a forum for knowledge sharing and networking to empower and transform their members, while building on service excellence and continuous improvement within the industry. www.ccmg.org.za info@ccmg.org.za +27 (0) 21 856 3871
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Chartered Institute for Customer Management Chartered Institute for Customer Management is a renowned customer service and call centre organisation with its head offices in the UK and regional head offices for Africa in South Africa. CICM is present in 14 countries and represented all over the world through its global implementation and certification partnership network. CICM aims to inspire the achievement of the highest standards of professionalism in all aspects of customer service in every international market. www.cicmaglobal.com info@cicmaglobal.com +27 (0) 83 441 1487
Consulta Consulta Research was founded in July 1998 by Prof Adré Schreuder, a doyen of the South African market research field. With more than 20 years of academic and research experience and as a full professor of marketing, Adré recognised the need to make pure, solid academic practices useful in the real world and from that Consulta was born – the first fully-fledged research supplier to be launched through the University of Pretoria’s business venturing enterprise. Consulta’s academically based model is used to finally produce tangible and applicable results to give companies insights they can rely on when it comes to business decisions. www.consulta.co.za getresults@consulta.co.za +27 (0) 86 130 4100
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CXPA The Customer Experience Professionals Association is the premier global non-profit organization dedicated to the advancement and cultivation of the Customer Experience profession. We increase the impact and visibility of Customer Experience professionals, facilitate effective member-to-member sharing, and establish respected standards. www.cxpa.org membership@cxpa.org +1 781 876 6208
EuroMonitor Euromonitor International is the world’s leading independent provider of strategic market research. We create data and analysis on thousands of products and services around the world. www.euromonitor.com sibonginkosi.mlalazi@euromonitor.com +27 (0) 21 524 3000
FASTMOVING FASTMOVING (a division of Silo) is a business-to-business news site that showcases the latest trends in the retail and consumer brands in South Africa and Africa. We reach both local and international Retail Buyers, Store Managers, Liquor Outlets, Manufacturers, Distributors, Brand and Marketing Managers with news and information about Products and Services available to the South African Retail Industry. www.fastmoving.co.za hanneried@silo.co.za +27 (0) 31 560 3220
#ECO19 Early Bird! TAKE R2000 OFF YOUR #ECO19 TICKET + GET 5 FREE EXPO PASSES! Promo Code
EARLYBIRD19
Join The Movement as we conquer scale in 2019! * Coupon code valid until 30 August 2018/ for first 50 tickets *Price excludes VAT
19 - 20 MARCH 2019 CTICC | Cape Town www.ecommerce-africa.com
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Footprint to Africa Footprint to Africa is a media and investment company, aimed at facilitating and promoting investments in Africa. Footprint to Africa Media is home to the news platform, Africa in 10 Minutes and Popular in Africa. Footprint to Africa Investor Service acts as a bridge between investors and viable investment opportunities in Africa www.footprint2africa.com chiamaka@footprint2africa.com +234 81 4175 5552
Global Africa Network Global Africa Network Media (Pty) Ltd (GAN) is a publishing company based in Cape Town, producing print and electronic business-to-business publications. GAN publishes a series of 10 annual print publications profiling each of South Africa’s nine provinces as business and investment destinations, including a national title. These include Western Cape Business, Eastern Cape Business, KwaZulu-Natal Business, North West Business, Limpopo Business, Mpumalanga Business, Northern Cape Business, Gauteng Business and Free State Business. In 2011, GAN launched the South African Business journal (www.southafricanbusiness.co.za), an annual business and investment guide to the country, to complement the nine regional journals www.globalafricanetwork.com christo.scholtz@gan.co.za
Mercator Advisory Group Mercator Advisory Group is the trusted advisor to the payments and banking industries globally, charting the course for sustained growth and profitability. www.mercatoradvisorygroup.com kyetter@mercatoradvisorygroup.com +781 419 1703
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MMA The MMA is the world’s leading global non-profit trade association comprised of more than 800 member companies, from nearly fifty countries around the world. Our members hail from every faction of the mobile marketing ecosystem including brand marketers, agencies, mobile technology platforms, media companies, operators and others. The MMA’s mission is to accelerate the transformation and innovation of marketing through mobile, driving business growth with closer and stronger consumer engagement. www.mmaglobal.com / www.mmasa.org kim.risi@mmaglobal.com
PaymentsJournal PaymentsJournal is a free, comprehensive online information portal designed to keep payments and banking industry professionals informed through the daily delivery of the latest news, industry blogs, research, case studies, executive interviews and analyst insights. www.paymentsjournal.com
Prime Media Africa Prime Media Africa Publishing Group (PTY) Ltd is a South African is a registered Pan African media company. We publish magazines circulating across Africa www.primediazw.com grivin@primediazw.com
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Proudly South African Established in 2001 through Nedlac and has representation from Government, Business, Organized Labour & community. It was formed to address governments 5 main priorities which were; Education, health, job Creation, Fight against crime & corruption, Rural Development and Land Reform. All these priorities can be addressed with the advent of local procurement and local economy investment. www.proudlysa.co.za info@proudlysa.co.za +27 (0) 11 327 7778
ReConnect Africa ReConnect Africa is a unique careers and business website and online magazine for African professionals around the world. ReConnect Africa features articles and interviews on careers, development and business in Africa as well as information on relocation to Africa, top companies and recruitment agencies for Africa. It offers an ideal platform to advertise job vacancies, products and services to a targeted professional African market in Europe, across Africa and around the world. www.ReConnectAfrica.com editor@reconnectafrica.com + 44 77 861 03821
Relocation Africa Relocation Africa will provide seamless professional immigration and destination services to enable expatriates to be effective employees as soon as possible. We align our innovations and services to support our loyal clients’ specific requirements. We have integrated our sister company to continue offering data research for housing, schooling, Cost of Living and vehicle surveys, and our international payment and payroll division to expand our service offering to our Global Client Base. “Helping to embrace the unknown”. www.relocationafrica.com quintin@relocationafrica.com +27 (0) 21 763 4240
The IoT Summit
IT Leaders IoT Summit & AfriSecure Cyber Security Summit 2018 Day One | 17 October 2018
Day Two | 18 October 2018
The Forum | Johannesburg
The IT Leaders Africa Summit and the AfriSecure Cyber Security Summit, have joined together to bring you one educational experience under one roof, over two days. IT LEADERS SESSION THEMES:
• Identifying the ROI in IoT • Exploiting the digital convergence driven by IoT AFRISECURE SESSION THEMES:
• A cyber security ecosystem as the key to security • Aligning the board for risk, governance and compliance www.itleaders.co.za
www.afri-secure.com
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SAcsi Customer Satisfaction Index (ACSI) Global CSITM. The SAcsi is a causal model that links customer expectations, perceived quality and perceived value to customer satisfaction (the SAcsi score), which in turn is linked to customer complaints (and recovery) and customer loyalty intentions. Each metric provides insight into customer satisfaction drivers. Combined, these metrics provide a holistic view that can predict customer buying behaviour (with specific reference to customer retention). The SAcsi is part of 29 global country partners in the ACSI Global CSITM and has since 2012 produced a series of indices at national, economic sector, industry and company/agency levels. www.consulta.co.za hello@consulta.co.za +27 (0) 12 665 6200
SADC Businesses are always looking at platforms that promote their brands as well as access to markets for their products and services. The Southern Africa Top Companies Review publication is a platform that goes beyond just company profiles but offers “corporates� coverage promoting brands from the region. In each of our quarterly coverage, the content identifies and covers different sectors from Banking & Finance, Mining, Information, Communication and Technology to Agriculture, Energy and Manufacturing. grivin@primediazw.com
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Silo Silo is South Africa’s leading source of rich brand content and retail promotional intelligence. Combining product image, product meta data and retail analytics with a webbased software platform that incorporates retail best practice and brand management solutions into a seamless, single service solution. The Silo image library is the only comprehensive offering in the country to provide Omni-channel solutions through managing rich, accurate, and validated brand content in the form of product imagery and meta data that is available for output to all media channels, e.g. print promotion, e-commerce, TV and Social media. SILO LEADS WITH A SINGLE COMPREHENSIVE SOLUTION. • Photography (styled and pack shots) & data capturing • FMCG image library & product metadata • Retail promotional analytics • Brand asset management www.silo.co.za SA’S LEADING BRAND CONTENT PROVIDER
hanneried@silo.co.za +27 (0) 31 203 3220
SME South Africa SME South Africa is a daily online news portal that provides strategic business content to enable SMMEs to unlock their growth potential. We are a one-stop shop for SMME-related issues in Africa, providing business owners with practical insights, advice and tools that are essential to running a profitable business. Our editorial content focuses on key aspects of running a business, such as Business Finance, SMME Laws & Regulations, Marketing, Technology, Leadership and Human Capital. We have an online audience reach in South Africa, Kenya, United States, India and United Kingdom. WE INSPIRE STRIVING ENTREPRENEURS & RECOGNIZE SUCCESSFUL BUSINESS LEADERS www.smesouthafrica.co.za
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South African Institute of Management (SAIM) GREATER MANAGERS. GREATER LEADERS. FOR A HEALTHIER SOCIAL ORDER. For 55 years The South African Institute of Management has been helping individuals become greater managers, and managers become great leaders. As the ultimate professional body for managers and leaders, we believe that reputable management is significant. This belief lies at the heart of all we do, said Varaidzo Mhangami, Chief Operating Officer – SAIM With numerous individual and corporate Members as well as organisations that are part of our diverse range of management and leadership offering – SAIM is the go-to institution for professional managers and leaders. Whether you work in a large multinational, a small local business, your own business or the public sector, SAIM represents you in promoting comprehensive management and leadership practice. We believe that great managers and leaders make decisions that impact people’s lives and that this impact is felt well beyond the workplace. With the right tools, resources, networks and focus, these decisions have a positive influence on the social order. This view is captured in SAIM’s Vision: Competent Management said Varaidzo Mhangami www.saim.co.za varaidzo@saim.co.za +27 (0) 11 836 5301
Customer Experience Africa Awards Recognising African CX Leaders
The CXA Awards celebrate and promote the highest level of customer experience across Africa. The CXA Awards gala dinner will be an evening of glamour and prestige while we celebrate CEM’s top achievers.
August 2019 CTICC | Cape Town
www.cxa-awards.com
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We kindly appeal to delegates to adhere to the following: PRESENTATIONS:
The event speaker presentations have been saved and will be issued to you via a link which will be sent to your emails after the conference. Please note, that although we try to obtain all presentations, speakers provide their presentation for distribution on a strictly voluntary basis. Presentations will only be made available to delegates who complete the feedback questionnaire.
REGISTRATION PROCEDURES:
Delegates will be required to register on day one. Please keep your delegate badge, for re-use the following day. Wear your name tags at all times so that attendees will be able to identify you, and as a courtesy to other delegates.
QUESTIONS:
Participants are encouraged to ask questions at the end of each speaker session. Should you prefer to submit your questions in writing, please pass this information directly to the moderator in attendance during that session. This is the exception to the rule as all questions should be submitted via the event app.
CELLPHONES:
All delegates, speakers and moderators are cordially requested to keep their cellphones off during the course of the conference plenary. Voicemail can be utilised and accessed during the breaks for messages.
FEEDBACK QUESTIONNAIRES:
Feedback Questionnaires: We appeal to all delegates and speakers to submit a completed questionnaire after the second day – this information is vital in assisting us with ongoing excellence at future events. All feedback should be submitted vi the event app.
BADGES & LANYARDS:
At the end of the conference, please hand in the badges at the registration desk – don’t forget your feedback!
LEAVING EARLY:
All our speakers have made their time available to us and are willingly sharing their knowledge. Please allow them ALL the courtesy they deserve by not leaving before the last speaker has finished their presentation.
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