23 August 2022 Online & In-Person Century City Conference Centre | Cape Town Agenda - Day 1 | Workshops
TIME
SESSION DETAILS
Workshop 1 09:30 – 10:30
SESSION 1A
Workshop 2 10:45 – 11:45
SESSION 2A
Workshop 3 12:00 – 13:00
Digital Excellence: Customer journey going Digital
SESSION 1B
SESSION 1C
SESSSION 1D
SESSION 1E
Omnichannel from theory to reality
Smart communication with customers
Combining privacy with conversational commerce
How to Make People Care About Your Transformation
Evolved customers and the e-commerce boom
The Experience Economy: Moving beyond products to services
SESSION 2B
SESSION 2C
SESSION 2D
SESSION 2E
SESSION 3A
SESSION 3B
SESSION 3C
SESSION 3D
SESSION 3E
Augmented Reality: Enriching the customer service experience
Voice Technology, the new digital customer experience technology trend.
13:00 – 14:00
The role of Bots in CX
Delivering emotional experiences to enhance CX.
Convert data into insights with predictive analytics
Creating and developing agile CX teams in your business.
Design Thinking: Enabling Your Development Teams With This Essential Skill Multitrillion-dollar Metaverse market will beckon a new age of AI
LUNCH / NETWORKING
Workshop 4 14:00 – 15:00
SESSION 4A
SESSION 4B
SESSION 4C
SESSION 4D
SESSION 4E
Workshop 5 15:15- 16:15
SESSION 5A
SESSION 5B
SESSION 5C
SESSION 5D
SESSION 5E
SESSION 6A
SESSION 6B
SESSION 6C
SESSION 6D
SESSION 6E
Workshop 6 16:30 – 17:30
24 August 2022 Agenda - Day 2 | Delegates 08:30am – 09:30am 09:30am – 09:50am
REGISTRATION, BREAKFAST AND NETWORKING
KEYNOTE PRESENTATION MYTHS OF CUSTOMER EXPERIENCE Customer Experience covers quite a lot of ground and there are a wide variety of views about what works and what does not. Consensus is building but some common truths are myths. These myths and misconceptions get in the way of CX progression and transformation if left unchecked and unchallenged. They often lead people to believe that CX is at best a “happy clappy” philosophy that can only work after the business has tackled the “real” issues of running a business. It is also common for CX roles to be created based on these myths and that often leads to a crisis for CX leaders. This keynote session will address some common myths of CX transformation and provide a provocative course corrected perspective Speaker: Qaalfa Dibeehi, Dean of Customer experience leadership, Majid Al Futtaim, UAE
24 August 2022 Online & In-Person Century City Conference Centre | Cape Town Agenda - Day 2 | Delegates
09:50am – 10:35am
STATE OF THE REGION: PANEL DISCUSSION AFRICA MARKET LEADING DIGITAL TRANSFORMATION IN CUSTOMER EXPERIENCE With the South African region achieving 100% online and mobile penetration, digital transformation, Customer Experience is standard practice for sophisticated engagement strategies across the region. The next challenge is to harness the capabilities of the technological age to further innovate and diversify across an increasingly hi-tech landscape. • • •
Review your strategy in line with global demographic shifts. How will technology fare in new or emerging markets when it works so well for the Afrikaans? Develop your business’ agility by supplementing your strategy with these 360 views of the region’s trends and forecasts Gain invaluable insight into regional drivers and industry updates to inform your Customer Experience Digital Strategy for the year ahead.
Panelists: Julia Ahlfeldt, Customer experience professional, RSA Charlie Stewart, Co-founder and Chief Executive, Rogerwilco, RSA Janine George, CPTO, Carrol Boyes Pty lty Kamohelo Potloane, CX Officer, Rand water, RSA 10:40am – 11:00am
RESERVED FOR LEAD SPONSOR – NICE SYSTEMS NICE (Nasdaq: NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data.
11:00am – 11:30am 11:30am – 11:50am
NETWORKING BREAK
RESERVED FOR DIAMOND SPONSOR: AVAYA – WESTCON COMSTAR Avaya is a global leader in unified communications and contact centers. Through its open, converged, and innovative solutions, it makes intelligent customer experiences for partners and their end users – in the cloud, on premise, or a hybrid of both.
24 August 2022 Online & In-Person Century City Conference Centre | Cape Town Agenda - Day 2 | Delegates
11:50am – 12:35pm
PANEL DISCUSSION: MAPPING THE CUSTOMER JOURNEY – EXPLORING THE TRUE MEANING OF CUSTOMER EXPERIENCE DELIVERY Digital Transformation, e-Commerce and Social Media strategy are all integral components of marketing leading Customer Experience engagement. High profile brands engage easily with the tech savvy customer and driving marketing through multiple channels is a tried and tested method. But is that enough? This thought-provoking panel discussion will explore the benefits and challenges of operating in the digital world and highlight core competencies that cannot be forgotten when considering the true meaning of Customer Experience delivery. • •
Remember the needs of the customer – marketing strategies and clever communications cannot compensate for poor service delivery Discover the benefits of user experience design and customer journey mapping as tools to identify areas for improvement
Panelists: Moses Duma, Head Group Customer Experience Strategy and Governance, Old Mutual Group, RSA Wendy Houlson, Group CX Service Manager, Spar Group, RSA Brigitte De Gama, CHRO, Mcdonalds, RSA Reserved for Lead sponsor NICE SYSTEMS 12:35pm – 12:55pm
KEYNOTE PRESENTATION: Customer Journey Management – from designing, measuring, managing, and implementing fixes and improvements to closing the feedback loops. Speaker: Anton de Wet (CCXP), Chief Client Officer - Nedbank
13:00pm – 14:00pm 14:00pm – 14:45pm
LUNCHEON NETWORKING
PANEL DISCUSSION KEEPING UP WITH THE CONSTANTLY EVOLVING CUSTOMER EXPECTATIONS: HOW TO MANAGE THESE INDUSTRY DEVELOPMENTS – WHAT CAN YOU DO TO KEEP UP? Learn what your customers want, and how to give it to them to innovate your offering and enable improved profitability, through online marketing and personalization to payment options and logistics. Panelists: Errol Van Graan, Chief CX Officer, Vodacom, South Africa Brenda Zuma, Customer service and operations manager, Superbalist, South Africa
24 August 2022 Online & In-Person Century City Conference Centre | Cape Town Agenda - Day 2 | Delegates
14:45pm – 15:05pm
CASE STUDY KEYNOTE PRESENTATION DATA-DRIVEN MARKETING FOR BETTER CUSTOMER EXPERIENCE Undoubtedly, data-driven marketing is the future. Data enables businesses to target, engage, and connect with consumers more effectively, which is what customers expect. They value experience with your business keeping the price and quality of your product aside. A single bad experience is enough to deter visitors from becoming customers.
15:05pm – 15:50pm
PANEL DISCUSSION UNLOCKING VALUABLE CUSTOMER LOYALTY IN COMPETITIVE INDUSTRIES How can you drive loyalty when your competitors win on price? Recent research indicates that whilst price a primary driver, it’s not the only reason customers come back. Strengthened process, innovative initiatives and tangible links between top quality products and brand promise are also key reasons why customers will remain loyal to your brand. Join the panel discussion with cross industry case-study based experience on what the key to driving profitable loyalty programmes is. Panelists: Lynne Blignaut, Group Loyalty and Customer rewards, Dischem Reserved for Silver Sponsor, Insider, UAE
16:00pm
CLOSING REMARKS FOR DAY 2