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Effective URL: https://www.itweb.co.za/event/itweb-cx-summit-2023/agenda/index.html
Submission: On July 18 via api from ZA — Scanned from DE
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HOME ABOUT AGENDA SPONSORSHIP OPPORTUNITIES VENUE REGISTRATION ITWEB EVENTS BACK TO ITWEB Agenda Plenary 08:00 Registration and networking -------------------------------------------------------------------------------- 08:55 Welcome address -------------------------------------------------------------------------------- 09:00 International keynote address: Humanising CX with technology as an enabler * Understand how increased digitililisation aligns with increased humanisation * Learn how to create synergy between tech, employees and customers * How best to humanise your customer experiences across all digital touchpoints -------------------------------------------------------------------------------- 09:30 One Workforce approach for boundless customer engagement Douglas McNeilage, regional director, Verint South Africa Linkedin icon -------------------------------------------------------------------------------- 10:00 Keynote address: Give the people what they want – Understanding customer KPIs -------------------------------------------------------------------------------- 10:30 CXO Panel discussion: The frontline of CX – walking the revenue and value line Marnitz van Heerden, Head of Customer Experience, Discovery Health Moses Duma, Customer Engagement Executive, Old Mutual South Africa Irven Hope, Co-Founder & CEO, I Hope & Co. Linkedin icon Linkedin icon Linkedin icon -------------------------------------------------------------------------------- 11:15 Refreshments and networking -------------------------------------------------------------------------------- Making the case - the business of CX 11:45 Show me the money: a cost-effective, intentional CX strategy Yugeshree Frylinck (CXPA),, Customer Experience Officer | Managing Consultant | Strategist | Founder, The CX Group * How can you realistically meet customers ever-changing priorities and expectations within budget * Explore how improved customer experience can also reduce operating costs * Learn how to create an outstanding experience while simultaneously increasing ROI Linkedin icon -------------------------------------------------------------------------------- 12:15 Does your employee experience mirror your customer experience? Palesa Matoli, Executive Head: Human Capital & Transformation, Bidvest Bank Limited Linkedin icon -------------------------------------------------------------------------------- 12:45 Making your customer’s of today, your customers for life Taryn Lindsay, Head of Member Experience, Discovery Vitality Digital * How best to use predictive analytics to better understand and utilise CLV * Building brand loyalty through a personalised approach to incentive programmes * Defining and measuring program success, including key metrics and KPIs Linkedin icon -------------------------------------------------------------------------------- 13:15 Lunch and networking -------------------------------------------------------------------------------- Innovation and tech as your CX competitive advantage 11:45 Stacks on stacks – streamlining your tech stack offering -------------------------------------------------------------------------------- 12:15 Bots have entered the chat – successfully integrating automation into your customer service strategy -------------------------------------------------------------------------------- 12:45 Prioritising inclusive experience design is prioritising your customer Grant Paul Roy, head of product (platforms) & design, Superbalist Linkedin icon -------------------------------------------------------------------------------- 13:15 Lunch and networking -------------------------------------------------------------------------------- Customer experience in action 14:00 Case-study: Return of the mack – Why your brick-and-mortar customer experience remains crucial in the customer journey -------------------------------------------------------------------------------- 14:30 Case study: The art of disruption: Gaining customer trust and loyalty Ernest North, Co-founder, Naked Insurance Linkedin icon -------------------------------------------------------------------------------- 15:00 Case-study: the importance of customer service recovery * Learn what you can do to support your customers in crisis * How best to collect and translate customer feedback and embed it into your CX strategies * Effectively utilising social listening to align your brand with your customers -------------------------------------------------------------------------------- Emerging tech 16:00 Closing keynote: Will Africa ever realise the potential of the metaverse -------------------------------------------------------------------------------- 16:30 Closing CXO discussion: ChatGPT – friend or foe Chante Venter, co-founder & CEO, Wise Move The world forever changed on the 30 of November 2022 with the launch of ChatGPT…Or is it simply a fleeting trend. In this discussion two of the first brands to embrace ChatGPT talk us through their own experiences and answer your burning questions on what it really means for customer experience Linkedin icon -------------------------------------------------------------------------------- 17:00 Closing remarks -------------------------------------------------------------------------------- 17:10 Cocktail Networking function sponsored by Verint -------------------------------------------------------------------------------- Twitter icon Follow the ITWeb Events community to engage with your peers, read our editorial pieces, newsletters and more. Follow our Twitter group @ITWeb_Events and post your thoughts and opinion using the Twitter handle #ITWebCX2023 Back to topContact usAdvertiseSubscription centerPrivacy Policy Intelligence you can trust Copyright © 1996 - 2023 ITWeb Limited. All rights reserved. --------------------------------------------------------------------------------