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