The event will feature over 25 speakers, keynotes, and panel discussions as well as a number of educational workshop sessions hosted by industry providers; all led by some of today's most notable individuals, shaping the customer experience landscape both locally and internationally.
The summit, acclaimed for moving away from the usual humdrum format usually associated with industry conferences of its kind, is breaking barriers and is moving the platform forward into a more modern space.
Terence Southam, joint MD at Kinetic, the conference organisers, says, "We take pride in consistently producing new-age conferencing. While continuously developing a strategic agenda coupled with modern delivery, we utilise the very latest in technology designed to successfully deliver on expectations, promoting idea generation, business networking and strategic brainstorming."
The event has secured the regions' top heads of client services, operations and technology, and an expert-panel of advisors designed to lead the summit with the expertise they have gained. This year, the panel will include Angela Mumbi Odame, Head of Client Experience at Nedbank; Helen Kotze, General Manager: Channels at Tsogo Sun; Claudia Ramsden, Group Manager of Customer Care, Airports Company South Africa (ACSA); and Amanda Cromhout, Founder & CEO at Truth.
The summit has a new design, which includes an extensively researched and developed agenda with hands-on demonstrations, in-depth case studies, and modern innovations; providing attendees with the strategic tactical planning needed to successfully implement and follow-through with a solid customer experience strategy.
The agenda will also focus on CEM challenges faced by all scopes of business, particularly the means of upgrading current CX systems to cope with greater volumes of customers and new types of online customers as well as the various digital channels connecting businesses with their customers.
Shannon Mackrill, joint MD at Kinetic, adds, "With new features either fast being copied or entering into the market, the quality of the customer experience has become a chief differentiator with the key to sustainable business growth being customer loyalty."
In South Africa and Africa today, businesses are continuing to drive innovation with strong competition making it more difficult for companies to outperform competitors on a product-basis alone. The end-user and customer-centric approach is fast becoming more popular among businesses that have a direct relationship with the consumer.
For more information, go to www.cemafricasummit.com
