CUSTOMER EXPERIENCE MANAGEMENT
Customer Experience Africa Summit Post Event Summary
2018
Business Led Customer Experience Find out what happened in this edition
Proud producer of the CEM Africa Summit 2018 1 - 2 August 2018 | Cape Town
Index: Thank you Event Highlights Sponsors Media Partners Audience Overview Attendee Statistics Marketing Statistics Job Title Breakdown Testimonials PR Marketing Highlights Event Gallery Leadership Council Advisory Panel Presentation Partners Speakers Attendee Companies
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Thank you
1 - 2 August 2018 Wednesday & Thursday
Dear Presentation Partners, Sponsors & Exhibitors 2018 saw the 7th edition of the Customer Experience Management Africa Summit. With more than 600 attendees across 200 plus companies gathered in Cape Town to share their passion for customer experience. This flagship summit has always been very popular with the retail and financial services industries, and this year was no different with these two sectors accounting for 34% of all attendees. The sponsorship participation at CEM 2018 was incredible, by far our largest contingent of specialist customer experience technology providers, consultants and research companies. This created an exceptionally vibrant and diverse networking floor that supported the workshops. The event feedback from delegates was outstanding with an NPS of 8.5 and a host of companies already in the process of rebooking for the 2019 event. Thank you to all of the sponsors and association partners who made this event as successful as it was. We hope to see you all at the summit again in 2019! Yours Faithfully, Juan Mouton, Portfolio Director, CEM Africa Summit, Kinetic
2018 Edition Statistics Speakers
Attendees
Companies
Countries
Press & Media
32
624
236
12
20
What Sponsors Said “This summit has been unbelievable, we have met the most interesting people at this summit and seen some really awesome case studies.” Chantel Botha, Customer Experience Consultant, BrandLove
“We are very proud to be back at the CEM Africa 2018, this is a really important event on our calendar on an annual basis. An opportunity to spend time with other thought leaders and vanguards in the customer experience space. It’s fantastic to see the extent to which this conference has grown year on year.” Timothy Matthis, Founder, Genex Insights
“At IBM we are happy to be here in CEM South Africa, interacting with the audience has been great. Being able to share IBM’s point of view on the future of customer engagement to those who are interested in customer engagement has also been great.” Heba Sayed, Marketing Manager, IBM Watson Customer Engagement
“There is obviously a great reason why we keep coming back to this event, because we see a return in investment. One of the big advantages for us, is not only to demonstrate our products capabilities and services to our existing customers, but also to engage with a whole bunch of new opportunities.” Deon Scheepers, Senior Manager, Strategic Business and Solutions Consulting, Genesys Africa
#CEM18
Click on the speaker image or logo to view the video testimonials
Event Highlights
EXPERT KEYNOTE SPEAKERS The keynote sessions were extremely well received on the feedback data and particularly the amount of women presenting offered a more representative showing of the customer experience industry. There is a drive to include more non-South African speakers as we engage with more Non-South African delegates.
VARIOUS TRACKS AND SESSIONS The session structure at the 2018 summit followed the customer experience practitioner’s journey. Whilst this provided a wider segment of content to have a look at, our advisory board for 2019 will be evaluating the sessions structure carefully to maximise delegate value.
INTERACTIVE NETWORKING FLOOR With more sponsors and exhibitors than any year prior, the networking floor was very busy during session breaks. Feedback from sponsors and exhibitors has moved us to reworking the event structure to find an additional hour of networking time in 2019.
WORKSHOP SESSIONS There were just under 40 workshops available at the summit this year with more average delegates per workshop than any year prior. The intimacy and ability to engage more directly with delegates is a feature that was somewhat diluted this year due to the high number of delegates, but we will be working on rectifying this in 2019. Another major concern from the delegate feedback was the amount of selling in workshops which is where the event dropped markedly in the feedback ratings.
Sponsors
23 Diamond
Sponsors
Thank you to all sponsors who participated in the 2018 version of CEM Africa Summit.
Official Research Partner
Platinum
Gold
Silver
Innovation Sponsor
Official Lunch Sponsor
Proudly Produced by
Media Partners
28
Media Partners
Thank you to all Media Partners who participated in the 2018 version of CEM Africa Summit.
Audience Overview
624
Attendees
Thank you for attending the largest CX event in Africa! We hope to see you in 2019
The 7th edition of the CEM Africa Summit 2018, focused 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 saw an increased number in attendees from the ICT, Financial services and Retail sectors, compared to the 2017 edition of the summit.
INDUSTRY BREAKDOWN: 143
25
ICT
Insurance
122
24
Financial Service
Tourism
88
21
Retail
Broadcasting
38
21
Marketing and CX Consultancy
Aviation
26
20
Market Research
Media & Publishing
1 - 2 August 2018 Wednesday & Thursday
#CEMSummit18
AUDIENCE BREAKDOWN:
11%
C-Suite
24%
Directors
40%
Managers
25%
Influencers
CTICC Cape Town, South Africa
81%
75%
620+
ES ANI MP CO
% 9 1
DECIS ION MA KE RS
236
SOUT HA FR ICA
NAL TIO A N ER T IN
DELEGATES
12%
AMERICA United States of America
4%
EUROPE 10% Ukrain France Germany Bulgaria Italy
Tourism
Media
Insurance ICT Market & CX
INDUSTRY BREAKDOWN
Retail
Other Financial Service
81%
AFRICA 10% Africa South Namibia Botswana Lesotho
3%
ASIA 10% Russia Indonesia India Pakistan
Job Title Breakdown
Managing Directors Brand Directors
11%
C-Suite
24%
Directors
25%
Influencers
40%
Managers
Customer Service Directors Customer Experience Directors Executive Strategy Directors Divisional Directors Customer Service Operations Managers Brand Directors & Managers Customer Service Directors & Managers CX Directors & Managers Client Retention Managers Heads Of Customer Data Analytics Heads Of Client Services & Marketing Heads Of Talent Management Heads Of Contact Centres & Fulfilment Heads Of Customer Loyalty & Credit Programmer Heads Of Customer Experience Heads Of Card Customer Management Chief Executive Officer Chief Customer Experience Officer Chief Marketing Officer Chief Operations Officer CEO
What Sponsors Said “This year has a lot more focused crowd that we’ve seen before, something we would absolutely be attending going forward. Some incredibly good leads, some incredibly good contacts we’ve made in South Africa and Southern Africa, at this event.” Alistair Freeman,CEO, Fresh Tech Africa
“Really good event, good quality of speakers, always good to have quality content here and the attendees this year have been phenomenal” Andrew Cook, CEO, Smoke Customer Intelligence
“We have been with Kinetic for the past 5 years, we have repeatedly found the event to be of superior quality, the type of attendees and quality of the event has been exceptional.” Prem Mungul, Sales Director, Ninzi Connect
“This event has been great for us, I think the most value we do get out of this event is the sessions that we hold with potential customers, explaining the solutions we deliver and we had some really good attendance to our session. So..Very happy with this event.” Derek Waterston, Sales Account Executive, Kofax South Africa (Pty) Ltd.
#CEM18
Click on the speaker image or logo to view the video testimonials
MAILERS
NEWSLETTERS
Sent to KINETIC Database During the campaign
Sent to KINETIC and partner database during the campaign
#CEM18 Mailer
R 32 235
R 6 409
Value per mailer
Value per mailer
18%
1 875 724
25%
2017
2017
40 855
8 124
Company:
Subscribers:
Fastmoving (2)
20 000
Global Africa News (1)
60 000
Cape Business News (1)
20 000
Bizcommunity (4)
546 500
Kinetic
40 855
Subscribers
ET I
Total Subscribers
Media Coverage AVE (R)
RK
General Mailer
Total Subscribers
MA
687 355
NG SOC
Online Publication Impressions
3566
3100
356
Kinetic Page Fans
367
Kinetic Followers
1 200
ITLA Page Fans
799
ITLA Followers
1 200
Engagements
1 400
Engagements
1 700
@CEMAfricaSummit Reads
@CEMSummit 220
Impressions
356
Avg. Time Reading
3:11
Date: 31 July - 2 August 2018
www.issuu.com/kineticsa
M
L
Total Engagements
IA
Total Followers
ED
IA
CAMPAIGN STATISTICS Across the website
TOP 5 PAGES 5696
Home
2208
6 695
Speakers
1841
visitors
Register
960
19 274
Sponsors
607
Agenda
Page Views
New Visitors
89%
Return Visitors
11%
TOP 5 COUNTRIES 3123
South Africa
545
Russia
485 389 EB
SI
TE
W
Ukrain
250 France
N
ER
S
www.cemafricasummit.com
USA
PA
RT
PARTNERS & MEDIA ATTENDEES That attended over the two day event
28 16
Media Partners Media Attendees
OVER 2 DAYS
PR Marketing Highlights Media Coverage Leading up to the show
Fast Moving | 14 Jun 2018 | AVE: 32123.56 Africa’s CX Summit to tackle return on investment Bizcommunity | 14 Jun 2018 | AVE: 211251.84 Investing in your customers yields returns Africa Business | 16 Jun 2018 | AVE: 12203.45 Africa’s CX Summit Tackles Return on Investment The Africa Report | 1 Jul 2018 | AVE: 181326.12 Calendar The Star (Kenya) | 2 Jul 2018 | AVE: 26941.3 Economy Expands But Imports Rise All Events.in | 3 Jul 2018 | AVE: 188270.4 JOHANNESBURG, The Accredited Customer Experience Master® (ACXM) - 4 DAYS to CX Excellence My Pressportal | 6 Jul 2018 | AVE: 14852.2 Africa’s CX Summit Tackles Return on Investment Global Africa Network | 11 Jul 2018 | AVE: 59537.82 How customer experience impacts bottom line growth Love Cape Town | 12 Jul 2018 | AVE: 11359.25 7th Customer Experience Management Africa Summit Bizcommunity | 12 Jul 2018 | AVE: 41576.16 CEM Africa Summit 2018 K FM | 12 Jul 2018 | AVE: 2368.38 7th Customer Experience Management Africa Summit Fast Moving | 12 Jul 2018 | AVE: 4589.08 CEM Africa Summit EventMaster | 13 Jul 2018 | AVE: 8641.92 Customer Experience Management Africa Summit
Finlib | 13 Jul 2018 | AVE: 7870.32 Customer Experience Management Africa Summit ITWeb Virtual Press Office | 19 Jul 2018 | AVE: 11415.47 Transforming CX through operational excellence: a CEM Africa Summit discussion ITWeb | 19 Jul 2018 | AVE: 22102.08 Transforming CX through operational excellence: a CEM Africa Summit discussion IT News Ghana | 19 Jul 2018 | AVE: 1418.4 Transforming CX through operational excellence: a CEM Africa Summit discussion Bulawayo 24 | 27 Jul 2018 | AVE: 9118.56 Africa’s customer experience experts descend on Cape Town Bizcommunity | 27 Jul 2018 | AVE: 122481.12 CEM Africa kicks off next week Harare 24 News | 27 Jul 2018 | AVE: 9084.02 Africa’s customer experience experts descend on Cape Town Ima Media Com | 27 Jul 2018 | AVE: 2349.6 Africa’s customer experience experts descend on Cape Town Bizcommunity | 27 Jul 2018 | AVE: 120795.6 CEM Africa kicks off next week My Pressportal | 27 Jul 2018 | AVE: 9049.48 Africa’s customer experience experts descend on Cape Town Bizcommunity | 31 Jul 2018 | AVE: 351150 #CEMAfrica2018: “Customer experience is the next competitive battlefield” Silicon Cape Initiative | 1 Aug 2018 | AVE: 8820.9 7th Customer Experience Management Africa Summit Bizcommunity | 3 Aug 2018 | AVE: 400591.92 #CEMAfrica2018: Why customer loyalty is becoming a thing of the past and what to do about it Ima Media Com | 3 Aug 2018 | AVE: 4435.2 #CEMAfrica2018: Why we need to talk about emotion in the boardroom
Event Gallery
Leadership Council
In an effort to ensure that CEM constantly and consistently offers the finest CX content on the continent we have created a council of CX leaders that will assist in keeping our summit at the forefront of customer experience. 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
CEO & Founder, Consulta & Sacsi
Customer Experience Consultant, BrandLove
Mike Joubert
Julia Ahlfeldt
Founder, Billy Bo Group
CX Consulting
CX Leaders at #CEMSummit18 Diane Magers CEO, CXPA (USA)
Advisory Panel
The advisory panel has assisted in identifying the key topics and trends that make up the content for the summit. They are experienced individuals who have insider knowledge helping to ensure that the summit is relevant and focused
Clint Payne
Masood Bhamjee
Mumbi Odame
Diane Magers
Programme Manager – Customer Experience, Multichoice
Channel Manager - CIB Digital Channels Africa, ABSA
Chief Experience Officer, Obsessive Customer Demeanor (OCD)
CEO, CXPA (USA)
Advising CX @CEMAfricaSummit
Ian Golding
Founder, Customer Experience, Consultancy Ltd
Presentation Partners Big thank you to all who presented at the event
Congratulations to all who presented at the 2018 CEM Africa Summit! You aided in making it a great success!
IBM and the IBM logo are trademarks of International Business Machines Corp., registered in many jurisdictions worldwide.
#CEMSummit18
2018 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, Genesys-Africa
CEO, Smoke Customer Intelligence
Head: Customer Experience: Customer and Responsible Business Old Mutual Insure
Ayrton dos Santos Community Opperations Manager, Uber
A-B
C-E
Brendon BairstowKlopper
Brad Armitage Creative Director, Alliance Brands Ltd
G-J
J-M
Director, Nlighten
M-R
R-T
T-Y
2018 Speakers
SPEAKERS: C - E
Chantel Smit
Chantel Troskie
Clifford Rodwell
Head of CRM, Travelstart
Customer experience Senior Sales Manager Oracle
Sales Engineer, Kofax
Clint Payne
Deon Scheepers
Derek Waterston
Program Manager: Customer Experience MultiChoice Pty Ltd
Senior Manager, Strategic Business and Solutions Consulting, Genesys Africa
Sales Account Executive Kofax South Africa (Pty) Ltd.
Dion Scotten
Douglas Amorim Arruda
Global Consultancy Practice, Technical Manager, Middle Fraud Consultant, Experian East and Africa IBM Watson Customer Engagement
Did you hear me speak?
Enver Duminy CEO, Cape Town Tourism
Give us feedback
2018 Speakers
SPEAKERS: G - J
Grace Sikapokoo Chief Customer Officer AIG SA
Ilse Louw Digital Business Strategist IQbusiness
Gustav van Pletzen
Ian Campbell
Head of Sales CX, Smoke Customer Intelligence
Principal Pre-Sales Consultant, Callcredit
James Brodhurst
James Norris
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
2018 Speakers
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
What do you think?
Business Manager, Customer Insights and Escalations Management Telesure Give us feedback
2018 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, Genesys-Africa
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
2018 Speakers
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
CX Business Dev & Strategy Leader – Africa Oracle
Shikesh Lalbahadur
Taryn Morris
Tim Oakhill
Senior Product Manager Ninzi Connect
Operations and Logistics Manager, Head of CX, Uber
Hello, how are you?
Worldwide Marketing Subject Matter Expert, IBM Watson Customer Engagement Give us feedback
2018 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
List of Attendee Companies @Home Absa Absa Group Ltd ACGL AIG South Africa Limited Allan Gray Alliance Brands Limited Altron ARS Voting Ask Afrika Aspect AVBOB AVN -ASSOCIATED VISUAL NEWS Bank Gaborone BCX Be Phat Motel Film Company Bidvest Bank bizcommunity.com BOH Marketing Botswana Development Corporation Brand Love BrandBrew Consulting Brandlove Brands Eye BulkSMS.com Callcredit Cape Nature Cape Town Tourism Cape Union Mart Capitec Bank Capricorn Group Central Bank of Eswatini Chartered Institute of Customer Management CICM Cognician Collinson Group Comair Limited Communicare Consulta Continuous Improvement Analyst Coronation Fund Managers Crispies factory Customer Experience Consultancy Ltd Customer Experience Professional Association CX University Datacentrix Datanomix Delight Consulting Delight@Work Design in Mind DHL DHL Express Duesouth Ecoxgear Edcon Elingo EMAC Engagement Factory
Engen Petroleum Enghouse Interactive EOH EOH Microsoft Coastal (Pty) Ltd Exact Experian Fabiani Fairground Consulting Farol Consulting Fastmoving Finchoice First National Bank Limited FNB Botswana Forrester Foschini Foschini Group Foschini Cosmetics The Fix Markham Freshworks Futuregrowth Asset Management Gan Genesys Genex Insights getTOD Government Pensions Administration Agency Grapevine Interactive GVK Siya Zama Holdings Harambee Youth Employment Accelerator HEAVEN SHOWERS ENTERPRISE Highbury Media (Pty) Ltd Hollard Insurance Group - South Africa HomeChoice Pty Ltd Hypenica media Hyundai Hyundai Automotive South Africa i1 Solutions IBM IDC IMA MEDIA COM. Impact Independent consultant Independent Media Business Report Industrial Development Corporation (IDC) Indwe Holdings Inovo inQuba Interact RDT INTERNATIONAL AVIATION AND MARITIME ASSOCIATION (IAMA) Intuate Group Investec Ipsos IQ Business Jasco ICT Solutions Johannesburg Housing Company John Deere Julia Ahlfeldt CX Consulting
JUMO Just Kantar KantarTNS KC Consulting KGI BPO Kia Motors South Africa Kinetic Events Kofax LEEKERDING ENTERPRISES LIMITED Lenmed Health Lesotho Communications Authority Lesotho Electricity Company Liberty Group South Africa Liquid CRM Logitech Lufthansa InTouch Magnetic Mango 5 Call Centre Mascom Wireless Botswana MASON SHOW MANAGEMENT PTY Ltd Medscheme Group Mercantile Bank Metropolitan Health Corporate Mint Group MMI Holdings Limited MRP MTN Business South Africa MUA Insurance MultiChoice Namibia MultiChoice Pty Ltd Mutual & Federal Insurance Limited Company SA Nandos Nedbank Group South Africa Nedbank Insurance Ninzi-Connect Software Nlighten OCD (Obsessive Customer Demeanor) Ocean Basket Old Mutual Old Mutual Finance Old Mutual Insure Old Mutual Life Assurance Company Old Mutual Namibia Old Mutual Wealth Old Mutual: Rest of Africa Omni HR Consulting (Pty) Ltd Oracle South Africa Parliamentary Media Pernod Ricard Platinum Seed Power LAB PPS Insurance Presence Technology Prettysimpl Principa Decisions Prudential Investment Management Qualtrics Rand Water RCS Group Relocation Africa Group Romans Pizza
S.O NTIM COMPANY LTD. SA Home Loans SA Taxi Finance Sanlam Investment Management Santam Direct Santam Group SAS Institute South Africa Sasfin Bank SB Connect Media SA Seattle Coffee Co. Semaphore Communications Sero Shell Shimkin Consulting Sir Fruit Skylake Smoke Customer Intelligence Smollan Group South African Post Office Spree Spur Advertising Pty Ltd Standard Bank Group Ster- Kinekor Swaziland Revenue Authority Swaziland Royal Insurance Corporation TBL Communication Solutions Telesure Limited Teljoy Tenacity Tfg Financial Services Tfg Infotec Tfg Logistics The Billy Bo Group The CX Group The Foschini Group The Mojo Dojo The Ombudsman for Short-term insurance The Unlimited Travelstart Trudon (Pty) Ltd T/A Yellow Pages Uber University Of Pretoria Upinion V5 Digital Verint Systems Vodacom Wapic Insurance Plc Water Utilities Corporation Botswana WhySatisfy Wonga Woolworths Financial Services Woolworths Holdings Limited ZynarTech Network Limited
236
Companies
The IOT Summit
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CEM Africa Summit 2019 August 2019 | CTICC | Cape Town
“Social media has pulled back the curtain on customer experience around the world. A consumers experience is heavily influenced by their expectations, and in this global landscape there are no boarders guiding expectation. A consumer in Africa has the same level of expectation around customer experience than one in the United States or Europe. African businesses need to ensure that the customer experience they offer is aligned to the global level of expectation.” – Juan Mouton, CEM Portfolio Director, Kinetic
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