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THANKS TO OUR AWESOME 2018 SPEAKERS

Morne Stander
Morne Stander
Head of The Service Lab, Discovery
Daniel Padiachy
Daniel Padiachy
Chief Marketing & Communications Officer, McDonald’s South Africa
Eswee Vorster
Eswee Vorster
Head of IT & Innovation, Safair Pty Ltd
Mbali Ndandani
Mbali Ndandani
Africa Digital Lead, Unilever
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The Discovery Blueprint for Data & Analytics - Personalisation, Predictive Modeling & Speech Affinity Matching

Quality data is an integral part of any business, enabling sound decision making and risk management. Yet, there are two polarising challenges affecting CX professionals: too much data and we see a lack of context and focus; too little and there are questions of integrity and quality. As a data-driven company, Discovery has embedded analytics for impactful personalisation, striking the balance between creepy and cool. This, for example, involves measuring correlations in unspoken customer needs. Also learn the use case for affinity matching, and how Discovery is harnessing the power of speech analytics.

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Experience of the Future through Customer Noticeable Change

McDonald’s has been a leader of innovation in the Quick Service Restaurant (QSR) category in South Africa for over 23 years and counting. Learn of McDonald’s CX journey - creating customer noticeable change through an Experience of The Future journey.

Bringing Digitalisation together with employee engagement is driving innovative customer experiences. Our new modern and contemporary looking restaurants, self-ordering kiosks, Guest Experience Managers (GEMs), delivery and our very own McDonald’s app have resulted in increased sales and robust adoption of new ways in which to enjoy McDonald’s meals.

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How to Entrench Disruptive Innovation Across Your Business for Stunning Business Results: Building Momentum & Maintaining a Growth Trajectory

Learn how Safair’s strategy to focus on doing the basics well, whilst focusing on being disruptive, contributed to their success. From an IT and innovation perspective, business outcomes have been achieved through enhancing engagement on digital platforms by leveraging UX to drive user adoption; and applying common sense with a Gladiator attitude in a test and experiment culture. Customer-centric innovation crucially encompasses the dedicated internal focus of nurturing the capability for innovation – from executive sponsorship to regarding your people as change agents business-wide, to tech ownership itself – and measuring this for actionable insights throughout.

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Forget About Mobile

We aren’t meant to be designing mobile experiences, we are meant to be designing experiences for people. Empathy for people is what creates great experiences, not “putting mobile first”. Mobile is just a device, and without a user, it doesn’t give much value. The crux is this - we aren’t constantly shifting culture and behaviour based on the next gadget or tech buzzword, rather, we’re designing experiences which add real value to the true drivers - people. This is the Unilever story of what it takes to rethink digital transformation, taking cues from smaller organisations, within one of the world’s largest multinationals.

Matt Prowse
Matt Prowse
Director Customer Understanding, Insurance Australia Group (AUS)
Nicola Millard
Nicola Millard
Head of Customer Insight & Futures, British Telecommunications PLC (UK)
Orin Hanrahan
Orin Hanrahan
Customer Strategy & Operations Manager, Uber Technologies South Africa
Adrian Swinscoe
Adrian Swinscoe
Advisor, Best-Selling Author & Forbes Contributor, RARE Business Ltd (UK)
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The Art & Science of Turning your ‘Customer Insights’ into ‘Consumer-able Insights’

Customer Journey Mapping. Everyone’s talking about it. Some are doing it well, some think they are doing well and others simply don’t know where to start. Come and hear how IAG is using Journey Mapping to unite their 15,000 employees around moments that matter most to their customers and a framework for turning ‘customer insights’ into ‘consumer-able insights’.

Matt shares incredible results such as embedding a common language across IAG, and redefining CX across the journey with 3 sprints underway and 17 more budgeted for over the next 2-years. Learn how no matter the size of your organisation, creating a common language and framework that unites your company is not only achievable but a reality you can start from Monday!

Flex Your Positivity Muscle

In a world where fear sells and negativity grabs the headlines, it’s never been more important to flex our collective positivity muscles. Come and be inspired by stories and practical case-studies on building a happier more positive you, a happier more engaged workforce and happier more satisfied customers who will positively recommend your brand even more!

Matt takes you on a journey through the IAG With Thanks Program that involves calling 1000+ customers and thanking 1000+ frontline colleagues each year. Every organisation has positive stories – how do you find them… and share them!

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Chat, Tap, Talk: Trends Shaping the Future of Customer Experience

Based on 7 years of global research from 10 countries around the world, this session will investigate the key trends driving consumer behaviour and how innovation can help customers “chat, tap and talk”. It looks at why customers want an easy life, what happens when the smartphone is their window on the world, why we use the channels we use (and which channels are rising and falling in preference), what the role of chatbots are and why data needs to be leveraged as the new currency in a “me”-conomy.

Botman vs. SuperAgent: How Augmented Intelligence is Changing the Contact Centre

Contact centres are already at the bleeding edge of automation. Add in all the hype about Artificial Intelligence (AI) and the debate is whether the contact centre will exist at all in the future. Will Botman or SuperAgent save the day? Are ‘bots going to take over? How do human agents fit in? Is the contact centre a cost or a strategic asset? Are we in a "post PC" era, where technologies such as virtual assistants increasingly organise our lives? Using a combination of research and practical experience, we will explore the realities of combining human and machine at the customer interface.

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Using Voice of the Customer Data to Drive Product Changes & Surprise & Delight Customers

How Uber’s customer experience team, ranging from the agents in our support network to our operational specialists, uses voice of the customer data to truly understand how our App functions in our markets in order to reduce defect rate, improve operations, and create holistic customer-facing solutions across SSA, MEA, EMEA, and the rest of the planet.

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Humans vs. Machines: The Critical Balance Between Digital Solutions & the Human Touch

We know that customer experience is increasingly becoming the battleground on which companies compete. To help them compete, companies are investing in a wide range of technology and digital transformation initiatives that range across the whole customer journey. But, according to research, customers continue to place a high value on human interaction.

So, is there an emerging disconnect between what customers want and what companies are delivering? When companies default to technology-led solutions for their engagement, acquisition, service and loyalty challenges are they risking driving a wedge between them and their customers? It’s critical to consider this difficult news and what it means for your sales, marketing, service and success teams, if you are serious about delivering the sales & customer experience your customers want.

Getting Personalisation Right - Nobody Likes a Creep

When it comes to delivering a competitive and compelling customer experience, almost every major brand is doing their utmost to deliver a more personalised customer experience to their customers. But, research shows that many are getting it wrong and they know it. Personalisation isn’t about what technology will allow you to do, it’s about choices, context and understanding the customer as a whole person and not just as an account or ‘wallet’. To get personalisation right, brands have work to do and Adrian will highlight what leading brands are doing to get it right and blending their use of tech, data, analytics, insights and journey management.

Is Customer Success the New Sales?

Over the last few years, we have seen the world shift to a new kind of subscription-based business model reflecting the way that people now want to buy things. To adapt to this change, many organisations are building customer success teams. That’s a good thing. However, many of them are not getting the results that they want as they are not really focused on customer success but have just rebranded some of their sales team. Adrian will explore how customer success is a team sport, should be a part of everyone's responsibility and is likely to dominate the future of sales. He will then explore what leading organisations are doing to get it right, what sort of results they are seeing and what you should be thinking about to make your own sales function future-proof.

Geoff Ables
Geoff Ables
Author, Advisor and Founder, C5 Insight (USA)
Shane Petersen
Shane Petersen
Manager Customer Operations, Shell Downstream South Africa (Pty) Ltd
Maré Louw
Maré Louw
Head of Customer, Woolworths Financial Services
Mitesh Desai
Mitesh Desai
Head: Customer Journeys (Vehicle and Asset Finance), Standard Bank
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Creating a People-Centric Company: 5 Proven Principles for Digital Transformation Success

“The reason for employee engagement is the passionate pursuit of a better customer experience.”

The innovation engine behind next-generation customer experiences is engaged employees. Being people-centric isn't a new concept, but digital workplace tools that can make it a reality have advanced significantly in recent years. In this session, author Geoff Ables shares what a people-centric organization looks like, with case studies highlighting how big data, analytics, employee engagement, processes, change management, user adoption, and culture have to align, and proven organizational disciplines that result in better customer and employee engagement. You’ll leave inspired, informed and full of ideas that will drive change - even transformation - in your organization.

"If profit is the pulse of a company, then people are the heart."

Analytics: The Executive Overview

Analytics is now among the highest priority initiatives according to CEO surveys. Organisations that fall behind are increasingly at risk of being disrupted by those that stay on top of emerging analytics technologies. But it can be difficult to wade through the hype to understand the strategic implications. This session delivers a jargon-free overview of the 3 categories of analytics, how global leaders are using each, simple steps for adopting more analytics-driven processes, and newly emerging analytics capabilities that are shaping the workplaces of the future.

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Punching Above Your Weight in Customer Experience, Through Focused Employee Engagement (B2B Case Study)

It is widely acknowledged that the B2B players have found it challenging to share and apply opportunities for CX- and EE learning, as compared to its B2C relative. This session provides a unique case study into large-scale change management of on-shoring customer service, resourcing for success, transforming employee engagement and culture, managing the polars of hype and discipline, ultimately shaking up CX delivery and proactivity for growth. Tangible takeaways for the B2C environment will also be shared.

This is no longer the oil industry, it's the energy market.

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Be More HUMAN: Bringing ART & SCIENCE Together to Create Extraordinary Experiences!

This session will focus on finding the balance between the art and science needed to deliver extraordinary experiences whilst managing continuous disruption and increasing competition around us. It looks at using customer behavioural data and customer insights together with the creative arts and thinking found in design to deliver CX from a human-centric perspective. Finally, it looks at some culture shifts required to leverage this balance as a competitive advantage to drive value for all humans… your customer, your people and your business!

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Using an Outside-In Customer-Centric Approach to Design a Future Vehicle & Asset Technology Platform

Standard Bank has designed a To-Be state for a Vehicle and Asset Finance Technology Platform from a completely holistic perspective - integrating customer outcomes with the organisational ecosystem of people, process and technology. Traditionally, requirements gathering workshops are used to elicit requirements for technology platforms, which are generally drawn out and lengthy. Learn how CX workshops have successfully facilitated an extremely interactive, enjoyable, thought-provoking and collaborative process – seeing a synergy of ideas from stakeholders across the value chain (IT, Business, Operations, Finance etc.) lead to impressive results.

Julia Phillips
Julia Phillips
Head of Digital Client Experience, Rand Merchant Bank
Clint Payne
Clint Payne
Program Manager, Customer Experience, MultiChoice South Africa
Nicki Hill
Nicki Hill
Head of Innovation and Customer Experience Delivery, Direct Axis
Janine Wray
Janine Wray
Head of Sales, Direct Axis
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The Organisations That Will Win in The Future Will Be Those That Embed Digital Interactions into Deeply Human Experiences

There are many examples of digitising and innovating client experiences in the consumer market (Amazon, AirBnB, Uber), but not many examples of doing things differently with client experiences in the business to business world. This presentation will focus on how to revolutionise client experiences when your clients are other companies. The engagement model, buying patterns and service models are fundamentally more complex than those of a business focused on retail customers.

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Bulletproof CX Measurement

The warts and all journey of how CX is firmly seated at the boardroom table within MultiChoice. Honing in on tracking and leveraging data in smarter ways (in real time) for stunningly quantifiable and accurate results, learn how targeted and pre-emptive analytics underpins the tracking of customer engagement from a functional point of view, and against customer expectations and their emotional connection with the brand. Your data strategy is a crucial component within an embedded and bulletproof CX strategy that aligns with the wider business’s needs.

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Customer Led, People Designed – Customer Experience & the Sales Intersection

Sales teams are traditionally adept at navigating their customers’ expressed and unknown needs, but today’s customer demands challenge “how we have always done things”. Join us for our human journey of breaking down the barriers that separate improved CX ‘ fluffy’ and Sales ‘omnipotent’ by bringing the heart of the organisation, its people, along! Learn what the tipping point has been for sales to adopt a more customer-centric view of writing business and what the early benefits are that are informing the journey of transformation.

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Customer Led, People Designed – Customer Experience & the Sales Intersection

Sales teams are traditionally adept at navigating their customers’ expressed and unknown needs, but today’s customer demands challenge “how we have always done things”. Join us for our human journey of breaking down the barriers that separate improved CX ‘ fluffy’ and Sales ‘omnipotent’ by bringing the heart of the organisation, its people, along! Learn what the tipping point has been for sales to adopt a more customer-centric view of writing business and what the early benefits are that are informing the journey of transformation.

Julia Ahlfeldt
Julia Ahlfeldt
CX Strategy Specialist, Julia Ahlfeldt CX Consulting
Tony Granite
Tony Granite
Head of Operations Customer Sales & Service Centres, Marks and Spencer (M&S) (UK)
Chris Woodward
Chris Woodward
CEO, Anana Ltd (UK)
Paul Beyer
Paul Beyer
Global Vice President - Customer Interaction Analytics, Genesys (USA)
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CXPA Interactive Panel Discussion – Partnering for Success: How to Build & Manage Lasting CX Vendor Relationships

To successfully realise improved customer experiences, companies must evolve their operating model to meet the needs of customers. Sometimes this involves collaboration with partners or vendors, and as such, CX solution providers have become an integral part of the CX ecosystem. Navigating lasting vendor relationships is a critical success factor for any organisation that is looking to become a leading customer-centric brand, and this interactive discussion provides an opportunity to learn from the successes (and errors) of seasoned CX leaders across different industries.

Key take-away points include:

• Finding flexible solutions that can adapt & integrate to our changing business needs
• Understanding & clearly articulating what we want a new solution to do
• Managing expectation vs reality - how the project fits into current infrastructure
• Evaluating your options, vendors & implementation partners, & talk to other users to get the best solution for your needs
• Driving the working relationship with your vendor or implementation partner for realistic results

Panelists Include:

Carmia Lureman-Norton - Team Lead: CX Delivery, JUMO
Marnitz van Heerden - Head: Group Customer, Hollard
Yugeshree Frylinck - Former Chief Experience Officer, Sterkinekor & Former Group Customer Experience Exec, Edcon

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How Artificial Intelligence Powers CX & Drives Sales at Marks & Spencer

By seamlessly blending virtual agent technology with real people M&S has improved customer experience, employee engagement, sales revenue and driven cost savings. Tony & Chris will take you through the journey, from conception to deployment, show their results and lessons learnt and share insight as to what the future may hold.

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How Artificial Intelligence Powers CX & Drives Sales at Marks & Spencer

By seamlessly blending virtual agent technology with real people M&S has improved customer experience, employee engagement, sales revenue and driven cost savings. Tony & Chris will take you through the journey, from conception to deployment, show their results and lessons learnt and share insight as to what the future may hold.

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Customer Interaction Analytics – How to Leverage The Richest CX Data Your Organisation Has

An Interaction Analytics solution is a key component of an organization’s CX continuous improvement strategy. As the enterprise strives to identify the key drivers affecting its business, they are looking for an intelligent, automatic way to objectively understand why their customers buy products, what new features they’re looking for and where their service needs improvement whilst simultaneously driving organisational efficiencies. Paul will take us through deployment Best Practice for such projects that will leverage real customer feedback for improved CX whilst concurrently delivering on organisational drivers such as compliance and ROI. He will be making use of customer examples from across the globe to support this evidence-based thought leadership.

Mike Perk
Mike Perk
CEO, WWC (www.wwc.co.za)
Quinton Pienaar
Quinton Pienaar
Partner/Director Advisory Customer, PwC
Tim Matthis
Tim Matthis
CEO, Genex Insights
Stephen Wardle
Stephen Wardle
Solution Architect, Britehouse (a Division of Dimension Data)
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Fighting Culture to Create Innovation in the Automotive Industry to Improve CX & Sales - An Interactive Panel Discussion

As with many industries, the automotive industry is having to find new ways to connect with customers and build better customer experiences through digitalisation that will help drive sales.

This panel explores the challenges the automotive companies in South Africa have with creating an innovation culture that can achieve that, amidst the backdrop of global brand pressure and organisational hierarchies. They will also share stories of success and how they have overcome these challenges.

Panellists include:
Sharnie Malan - Customer Service Director, Jaguar Land Rover South Africa
Hannes Smit - Product Marketing Supervisor, Volkswagen Group South Africa
Clive Donninger - CIO - Importers, Motus Corporation
Lynda Clegg - Independent Practitioner: Transformation & Leading Through Change, Independent, Former Change Agent for AMH, part of the Imperial Group

"Future Fit" Leadership

In this critical presentation on successful digital transformation, Mike Perk uses a heroic story from World War II, as a backdrop to illus­trate 4 critical areas leaders need to focus on to become "Future Fit" and to guarantee a greater chance of business success when entering the 4th Industrial Revolution.

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Trusted Customer Experience

A new era of customer experience (CX)  has arrived. We call it the ‘Trusted Customer Experience'. In this era, the combined impact of mobility, intelligence, analytics, and Cloud-based platforms will enable organisations to completely reimagine the relationship and engagement between brands and consumers. This goes beyond convenient and accessible experiences to interactions that are radically more valuable to the customer. This new era will be defined not only by the valuable experiences that organisations will create, which will become the new ‘currency’ for success but also by the speed in which these experiences will be delivered to the market.

We have long talked about CX being a source of sustainable competitive advantage, which contributes directly to the lifestyle of the organisation and boosting revenue in ways never previously imagined. Organisations already know this, sharing that CX is very important to delivering their organisation's overall strategy. Whilst we think many organisations 'nod their head' to the notion of customer-centricity, not many have built and embedded the underlying capabilities needed to execute their customer centred vision. When it comes to CX, talk is cheap - organisations need to take the next step and turn the rhetoric into experiences that customers actually value. Almost one-third of organisations having no clear roadmap for their CX vision, the question is 'how'?

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Ensuring Accuracy in Your Analytical Approach to Understanding Your CX Metrics Can Be the Difference Between Success & Failure

Predict is one of the latest releases from Genex Insights, it was found sufficiently unique to be awarded a Patent. Predict makes use of statistical regressions to make computer-generated predictions of headline metrics based on sensitivity to sub-metrics or dimensions. Using the platform, managers can predict the impact of improving a score by using the sliders, they can also set goals and email these goals to relevant business stakeholders. This results in manageable, bite-sized action orientated goals, orchestrated to an ever-evolving CX programme.

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Thinking Fast & Slow: Intuit & Analyse How Pattern Recognition Can Confirm & Deny Bias Around Customer Segmentation

Data in a silo, in the rear-view mirror, in excel. Analytics needs to manage the exception not the rule. Challenges to anyone monitoring a market, a mood, looking for a signal to say ‘Go’ or ‘Stop’. From the Tour de France we stream data, stage it, massage it, using computational power to recognise and decode patterns in performance. Monitoring behaviour – on a bike- can challenge conventions and create consideration around customer experience management; turning information into tactics.

Leaning on Lessons Learnt in the Tour de France: See How Data Streamed, Packaged, Sifted & Shifted Can Guide When to Attack!

Leveraging the experience of being the technology partner of the Tour de France and the Qhubeka team, we will illustrate how by taking a stream of data we can capture, contain, measure – sifting through the norm to find the exception – then lever that data across applications. We will demonstrate how by using advanced analytics and application specialist we can make your data past and present behave according to an individual’s indicators, we cluster, map and plan for a strategic attack.

Shaun Dicker
Shaun Dicker
Manager: Microsoft 365 Teamwork, Intervate
Rick Parry
Rick Parry
CEO & Founder, Delight at Work (Pty) Ltd
Mark Molenaar
Mark Molenaar
Director: Customer Experience, Kantar South Africa (Pty) Ltd
Tiaan le Roux
Tiaan le Roux
Director – Solution Architecture, EXAH (Pty) Ltd
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Microsoft Teams Become the Hero that Outlook is About to Look Up To

A recent Gartner report shows how Microsoft Teams will soon be more popular than Outlook. Learn about the diverse needs of teams in your organisation, and how Microsoft Teams is fast becoming the hub for teamwork in Office 365. We share scenarios across Sales, Marketing, HR, Finance, Engineering, Operations and Project Management and Customer Support. Walk away with an action plan of next steps to get started today.

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A Call for Holistic Person-Centric Culture: How to Leverage Basic Human Behaviours to Build Trust & Sustainable Relationships for Business Impact

Consumed by the digital age, the majority of corporate spend on CX is devoted to Technology and Process. The differentiator actually lies in getting “culture” right in terms of employee behaviour. What are the necessary rituals to instil renewed habits, awareness and ways of thinking that underpin this leading to consistently excellent service? How do we use basic human behaviours to build trust and sustainable, long-term, employee and customer relationships? And how do you ensure the learnings are sustainable and scalable to enable this?

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Emotion is the Heart & Soul of Great Work, Brands & Customer Experience

Emotion is central to the way our brains process information and create memories. It shapes how we react to things around us and the relationships we form. For any experience to be memorable, it needs emotional impact, with human connection. Discover how emotion can be leveraged to drive delight and brand preference. An automated emotional coding solution, driven by AI, will be showcased to demonstrate how critical feedback in customers’ journeys can be decoded to understand emotional connection.

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Chained Constraints that Lead to CRM Implementation Failure, & Key Insights that Turn It Around

Get up close and personal to the Core Activities Revolution: Understanding the most common symptoms of CRM failure and the effect it has on customer experience, the chained constraints that lead to the failure, and how designing CRM processes around the principles of Core and Tangential activities, Crucial Episodes, and Prioritisation Visibility dramatically increases the success of your CRM investment as a “single source of truth”.

Christian Mouton
Christian Mouton
Chief Digital Officer, Wunderman SA Group
Rafael Rodriguez
Rafael Rodriguez
Associate Partner – Leading Digital, IQbusiness
Lizette Akker
Lizette Akker
Associate Partner - Leading Customer Experience Management, IQbusiness
Chris Hardy
Chris Hardy
Managing Partner, Tetrad IT
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What Does Future Readiness Look Like?

The most successful companies today welcome change - they view it as a catalyst for opportunities not an obstacle, and don’t just react to change - they incite it. And they win - because given time, disruptive thinking always wins. To survive, business leaders must commit to transformation across their entire organisation. This starts with asking the hard questions and listening to the answers. Wunderman conducted research with 250 global leaders, join us to see what they say future readiness looks like.

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Crossing the People/Digital Divide

It is surprising that in today’s digital world, recent results of a survey conducted by IQbusiness indicate that 79% of respondents believe that their business and technology teams are either poorly or only slightly integrated. In our new digital reality, how does business and IT collaborate more effectively around meeting real human needs with technology? Digital transformations are all about improving experiences for customers, users, employees, partners – no matter what stakeholder you are solving for, it’s about people in the end.

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Crossing the People/Digital Divide

It is surprising that in today’s digital world, recent results of a survey conducted by IQbusiness indicate that 79% of respondents believe that their business and technology teams are either poorly or only slightly integrated. In our new digital reality, how does business and IT collaborate more effectively around meeting real human needs with technology? Digital transformations are all about improving experiences for customers, users, employees, partners – no matter what stakeholder you are solving for, it’s about people in the end.

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The Power of Machine Learning, Predictive Analytics & AI for Revolutions

This is the story of how a South African business has been revolutionised by Tetrad IT’s Artificial Intelligence-powered CX platform. Images of crashed cars are captured on a mobile phone and fed into the AI engine resulting in split-second decisions. Millions of Rands will be saved by knowing the crashed car’s future. Learn how the business is being revolutionised by connecting customers, kicking out corruption and taming one of the oldest, wildest industries. What seemed impossible 10 years ago, ended up just taking weeks to develop on the AI platform. We’re taking you on our journey of the power of machine learning, predictive analytics and AI for industry revolution.

Nic Ray
Nic Ray
CMO, BrandsEye
Claire Janisch
Claire Janisch
Director BiomimicrySA, Founder Biomimicry for Africa Foundation, Syntropy Pty Ltd.
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SA Banking Consumers Want More: the Winners & Losers of Customer Experience

Join Nic Ray, BrandsEye’s CMO, as he unpacks the results of this year’s BrandsEye SA Banking Sentiment Index. The Index, which analyses social media data, looks at the key issues driving consumer sentiment towards their banks' products and services.

Find out who is leading on customer experience, digital innovation, customer churn and which bank placed first and last in this year's report.

Special Lunch Time Session: Day 1pm

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Biomimic That

An entertaining and yet powerfully meaningful presentation exploring a range of lessons from nature for the future of business and our world. Nature's forms inspire efficiencies beyond what we thought was possible. Nature's processes are way ahead of the cutting edge of our technologies. Nature's systems encompass the wisdom and genius of billions of years of experience. This presentation explores how we are learning from and emulating nature's forms, processes & systems for innovative responses to human challenges. Expect the good, the bad and the ugly!