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   * Big Data and Business Analytics Innovation Summit 2024
   * Supply Chain TechConvergence Conference
   * Marketing & CX Tech Gathering 2024
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   HR TECH + L&D INNOVATION SUMMIT 2024



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Conference March 5, 2025

92D 00H 37M 32S


CUSTOMER EXPERIENCE TRANSFORMATION CONFERENCE

The Customer Experience Transformation Conference, is set to be a landmark event
in the realm of customer-centric business strategies. This conference aims to
bring together industry leaders, innovators, and professionals from various
sectors...
Read more

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The Customer Experience Transformation Conference, is set to be a landmark event
in the realm of customer-centric business strategies. This conference aims to
bring together industry leaders, innovators, and professionals from various
sectors to delve into the latest trends, strategies, and technologies driving
customer experience transformation.

Key Themes:

 * Innovative Technologies: Explore cutting-edge technologies shaping the future
   of customer experience, including AI, machine learning, and advanced
   analytics.
 * Human-Centric Design: Delve into the importance of empathy and human-centric
   design in creating meaningful customer interactions.
 * Data-Driven Insights: Understand the power of data in deciphering customer
   behavior, preferences, and expectations, and learn how to leverage this
   information for enhanced customer experiences.
 * Omnichannel Strategies: Uncover successful omnichannel approaches that
   seamlessly integrate online and offline touchpoints to provide a cohesive
   customer journey.
 * Employee Engagement: Recognize the pivotal role of engaged and motivated
   employees in delivering exceptional customer experiences.
 * Case Studies and Best Practices: Gain insights from real-world case studies
   and best practices shared by organizations that have successfully transformed
   their customer experiences.

Benefits of Attending:

 * Knowledge Enrichment: Acquire in-depth knowledge about the latest trends,
   strategies, and technologies shaping the customer experience landscape.
 * Networking Opportunities: Connect with industry leaders, experts, and
   like-minded professionals, fostering valuable relationships that can propel
   your career or business forward.
 * Practical Insights: Gain practical insights from real-world case studies and
   best practices, providing actionable takeaways that can be implemented in
   your organization.
 * Innovative Solutions Showcase: Explore a curated showcase of innovative
   solutions and technologies that can revolutionize your approach to customer
   experience.
 * Professional Development: Elevate your skills and stay ahead in your field by
   attending workshops, panel discussions, and interactive sessions led by
   industry experts.

Who Should Attend:

 * CX Professionals: Customer experience executives, managers, and professionals
   seeking to stay updated on the latest trends and strategies.
 * Marketing and Sales Leaders: Professionals looking to enhance customer
   engagement and loyalty through effective marketing and sales strategies.
 * Technology Enthusiasts: Individuals interested in the role of technology, AI,
   and data analytics in shaping the future of customer experiences.
 * Business Owners and Entrepreneurs: Those aiming to transform their businesses
   by prioritizing customer experience as a key differentiator.
 * Innovators and Thought Leaders: Individuals eager to stay at the forefront of
   industry innovation and contribute to shaping the future of customer
   experience.

The Customer Experience Transformation Conference promises to be a dynamic and
enriching experience, offering a unique opportunity to gain valuable insights,
network with industry leaders, and position yourself or your organization at the
forefront of customer experience excellence. Join us in March for an immersive
exploration into the future of customer-centric business strategies.

SPEAKERS AND DATES


EVENT SCHEDULE

Enjoy the speeches from the best this industry has to offer!



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Select arrow_drop_down
 * Day 1: (05 March 2025)
 * Day 2: (06 March 2025)
 * Day 3: (07 March 2025) Voice of the Customer (VoC)

08:00 REMOVE 08:30



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WELCOME SPEECH

Welcome Speech by Your MC

08:30 REMOVE 09:15



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HARNESSING AI TO ACCELERATE CUSTOMER CENTRIC PRODUCTS

Tim Mitchell

Exploring and demonstrating how organisations can leverage AI tools to
accelerate the product development lifecycle for the creation of customer
centric digital products, experiences, and businesses.

09:15 REMOVE 10:00



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KEYNOTE: CREATING CUSTOMER LOYALTY IN A VUCA WORLD

Moses Duma (MBA,HPS, CCXP,FCXP)

We live in a CX world. Whilst everyone claims to know what CX is, execution and
delivery of CX has been made more complex by the environment that both customers
and organizations operate in. This environment is called the VUCA world -
Volatile, Uncertain, Complex and Ambiguous. Yet the task for CX leaders remains
the same. CX must create loyal customers, because loyal customers deliver long
term value to the business. Using practical examples and his extensive knowledge
in CX, Moses Duma will be sharing secrets to creating loyal customers in this
complex world. His keynote will include discussions on: • The importance of
alignment between CX ambition and execution • The value of employees in creating
customer loyalty • Definition and importance of customer context in delivering
CX • Managing the holy tension between tech and human touch

10:00 REMOVE 10:30



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COFFEE/ TEA BREAK



10:30 REMOVE 11:15



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THE ROLE OF DATA ANALYTICS IN SHAPING CUSTOMER JOURNEYS

Trent Rossini

Examining how advanced analytics can uncover insights and optimize customer
interactions.

11:15 REMOVE 12:00



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OMNICHANNEL STRATEGIES: INTEGRATING DIGITAL AND PHYSICAL TOUCHPOINTS:

Clint Payne CCXP, ACXP

Discussing best practices for creating a seamless customer experience across
various channels.

12:00 REMOVE 13:00



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NETWORKING LUNCH BREAK



13:00 REMOVE 13:45



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ETHICAL AI AND PRIVACY IN CUSTOMER INTERACTIONS

Addressing the balance between innovative AI solutions and maintaining customer
privacy and ethical standards.

13:45 REMOVE 14:30



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CUSTOMER EXPERIENCE IN THE METAVERSE: OPPORTUNITIES AND CHALLENGES

Exploring emerging trends and opportunities in providing customer experiences
within virtual and augmented reality environments.

14:30 REMOVE 15:15



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VOICE OF THE CUSTOMER: COLLECTING AND ACTING ON FEEDBACK EFFECTIVELY

Johann Van Tonder

Strategies for leveraging customer feedback to drive improvements and
innovation.

08:30 REMOVE 09:15



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THE FUTURE OF CUSTOMER SERVICE: CHATBOTS, VIRTUAL ASSISTANTS, AND BEYOND

Dawood Patel

Investigating the latest advancements in automated customer service and their
impact on user satisfaction.

09:15 REMOVE 10:00



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DESIGN THINKING: REVOLUTIONIZING CUSTOMER EXPERIENCE THROUGH CREATIVITY:

Dieketseng Shabangu

How design thinking principles can be applied to create innovative and
user-centric customer experiences.

10:00 REMOVE 10:30



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COFFEE/ TEA BREAK



10:30 REMOVE 11:15



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CUSTOMER EXPERIENCE METRICS: MEASURING SUCCESS BEYOND CSAT:

Dr. Sumarie Schreiner (DBA, CCXP)

Discussing alternative metrics and KPIs for assessing the impact of customer
experience strategies.

11:15 REMOVE 12:00



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CUSTOMER EXPERIENCE IN A REMOTE AND HYBRID WORK ENVIRONMENT:

Addressing the unique challenges and solutions for maintaining a high-quality
customer experience in remote and hybrid settings.

12:00 REMOVE 13:00



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NETWORKING LUNCH BREAK



13:00 REMOVE 13:45



keyboard_arrow_down


PERSONALIZATION VS. PRIVACY: NAVIGATING THE TRADE-OFFS:

Strategies for balancing personalized experiences with respecting customer
privacy.

13:45 REMOVE 14:30



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INNOVATIONS IN CUSTOMER EXPERIENCE FOR EMERGING MARKETS:

Tailoring customer experience strategies to meet the unique needs of emerging
markets.

14:30 REMOVE 15:15



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FUTURE TRENDS IN CUSTOMER EXPERIENCE: WHAT TO EXPECT IN THE NEXT DECADE:

Marnitz van Heerden

A forward-looking session on emerging trends and predictions for the future of
customer experience.

08:00 REMOVE 15:00



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VOICE OF THE CUSTOMER (VOC) WORKSHOP BY THE CX GROUP

Introduction The CX Group’s VOC workshop aims at equipping participants with
techniques to create, improve, and deploy an effective VOC program. In today's
competitive landscape, understanding the needs, preferences, and experiences of
your customers is essential for business success. A well-designed VOC program
can provide valuable insights that drive strategic decision-making, enhance
customer satisfaction, and foster long-term relationships. Throughout the
workshop, we will explore various aspects of establishing and optimizing your
VOC program, starting from leveraging existing data to evolve your current
program, assessing its strength through audits and benchmarks, and
operationalizing it effectively within your organization. We will also discuss
the crucial question of ownership and the key performance indicators (KPIs) that
will serve as drivers for your program's success. Let's dive into each of these
areas to equip you with the knowledge and tools necessary to build a robust and
customer-centric VOC program that drives business growth and fosters customer
loyalty. Objectives of the workshop 1. Optimizing your VOC Program: - Understand
the importance of continually refining and improving your VOC program to better
meet the evolving needs and expectations of your customers. - Learn strategies
and techniques to enhance the effectiveness and efficiency of your VOC
initiatives. 2. Exploring the Fundamentals of VOC Program Design: - Gain
insights into the foundational principles of designing a robust VOC program that
captures meaningful customer feedback and insights. - Learn about different
methodologies, techniques, and tools for collecting and analyzing customer
feedback. 3. Determining Program Performance: - Learn how to assess the
performance of your VOC program against predefined metrics and benchmarks. -
Understand the importance of tracking key performance indicators (KPIs) to
measure the success and impact of your VOC initiatives. 4. Ensuring Accuracy and
Interpretation of Metrics: - Gain proficiency in ensuring the accuracy of
calculations and interpretations of key metrics used in your VOC program. -
Learn how to effectively communicate and interpret VOC data to stakeholders
within the organization to drive actionable insights and decisions. 5.
Identifying Action Plans and Project Development Opportunities: - Explore
techniques for translating VOC insights into actionable strategies and
initiatives. - Identify short-term and long-term project development
opportunities based on the analysis of VOC data and feedback. 6. Best Practices
and Global Trends in VOC: - Gain exposure to industry best practices and
emerging trends in the VOC space. - Learn from case studies and examples of
successful VOC implementations from around the world. 7. AI and Data Analysis
Interpretations: - Understand the role of artificial intelligence (AI) and
advanced data analytics in enhancing VOC programs. - Learn how to leverage
AI-powered tools and techniques for extracting valuable insights from VOC data.
8. Enhancing Business Stakeholder KPIs with VOC Results: - Explore strategies
for using VOC program results to enhance and align with key performance
indicators (KPIs) of various business stakeholders. - Learn how to demonstrate
the impact of VOC initiatives on business outcomes and drive organizational
alignment and buy-in.

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GET TO KNOW THE


EVENT SPEAKERS



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CEO at AWA digital - CRO for Avis, Canon, Nike, Woolworths etc

JOHANN VAN TONDER



Strategic Customer Experience, Brand & Marketing Consultant / Senior Lecturer

DR. SUMARIE SCHREINER (DBA, CCXP)



Head of Customer Experience Standard Bank Group | Senior Consumer Insights
Professional/ Coach and Facilitator

DIEKETSENG SHABANGU



Executive Customer Engagement at Old Mutual Finance

MOSES DUMA (MBA,HPS, CCXP,FCXP)



Digital Transformation & CX LeaderDigital Transformation & CX Leader at Cadena
Growth Partners | M&G Top 200 Young South Africans 2020 | MBA Supervisor, GIBS |
Ex-Deloitte

TIM MITCHELL



Chief Executive Officer at Helm | Advisory Panel Member - Next Generation
Enterprises & Institutions Cluster (Smart Society Division) at CSIR | Former
Executive: Digital Marketing at Telkom

DAWOOD PATEL



Head of Customer Experience at Discovery Limited | Customer Centric
Transformation | MBA | Certified Customer Experience Professional (CCXP)

MARNITZ VAN HEERDEN



Chief Growth Officer Ipsos in South Africa | Experienced in CX, some say
"expert". Budding Researcher, some say "newbie"

CLINT PAYNE CCXP, ACXP



Managing Director at inQuba

TRENT ROSSINI



PAST EVENT


PAST SPEAKERS



--------------------------------------------------------------------------------

Director at Incrementum

ROB FLEMING



Business Architect Head | ConnectMe (CMe) at FNB South Africa

MAELE MASIBI



On-demand-CMO at Angelcy Brand Messengers | Chartered Marketer SA (CMSA)

CELÉSTE BURGER



Head of Data Governance at Absa Group | Group Compliance | Data Strategy| Data
Governance & Management| Data Analytics & BI| Data Privacy & InfoSec| Keynote|
Advisory Board Member| Lecture & Mentor

DR. SIZWE GWALA



Experience Architecture Associate Director at Accenture in South Africa

TEBOGO LEGODI



Executive Customer Engagement at Old Mutual Finance

MOSES DUMA (MBA,HPS, CCXP,FCXP)



Chief Executive Officer at BrandQuantum

PAULA SARTINI



Founder and CEO of VMT Squared | Former CMO| Marketing Director at JTI (Japan
Tobacco International) & Tiger Brands

VILASHNI VANDAYAR



BPS – Tech Lead at Tech Mahindra

RIANA SMIT



Local CXPA chapter Lead | Chief Customer Experience Officer | Management
Consultant in CX Strategy and Implementation | CX Thought Leader and Speaker |
CX Coach

YUGESHREE FRYLINCK, CXPA



Chief Information Security Officer (CISO) at National Housing Finance
Corporation

MANDLA (BASANI) MBASANE

Marketing Strategist| Coach| Speaker

ROSARIA CEDRAS



Managing Director at inQuba

TRENT ROSSINI



Data Strategy Professional | Data Strategy | Martech Champion | Speaker

COOGAN PILLAY



Client Service Director of Commerce & Technology at VML Enterprise Solutions,
EMEA

NICKEY MANNYA



Head Of Client Experience and Design at Rand Merchant Bank

MUMBI ODAME, CCXP ACXC CPPC



Senior Manager: Data Insights at AfroCentric Group | TechWomen '23| Mail &
Guardian Top 200 ‘22 | Young Data Analytics Professional Of the Year Finalist
'22 | Founder - Data Consortium |Host -Data Talk Podcast with Ncumisa | Speaker

NCUMISA HLAPO DAMA (CDMP)



Director: Customer Experience at Kantar

MARK MOLENAAR, CCXP



Chief Growth Officer Ipsos in South Africa | Experienced in CX, some say
"expert". Budding Researcher, some say "newbie"

CLINT PAYNE CCXP, ACXP



Head of BI and Datawarehouse at FirstRand Group Treasury

DOLLY MPHAHLELE



Co-Founder African Academy of Artificial Intelligence | GIBS Business School
Marketing Lecturer | | Author: Harnessing the Power of AI in Africa & Messaging
for Startups

GREG SERANDOS



Associate Partner at BSC Reality Science

ADI STEPHAN



COO at YOUKNOW: African partners to CX, Social, Marketing and Consumer
Intelligence Tech platforms

DON PACKETT



Founder & CEO at Otinga.io | Technologist, Public Speaker and Disrupter.

FRANCOIS VAN DER MERWE



Tech Lead: Machine Learning & AI at Vodacom

RESHAM SIVNARAIN







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SPONSORS



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PAST SPONSORS



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BOOK YOUR TICKET

Limited seats available, please book on time to secure your spot.



LOCATION



EVENT TICKET

CONFERENCE + WORKSHOP (05-07 MAR 2025)

R 12999
BOOK NOW

EVENT TICKET

CONFERENCE ONLY (05 & 06 MAR 2025)

R 9999
BOOK NOW

EVENT TICKET

WORKSHOP ONLY (07 MAR 2025)

R 5999
BOOK NOW


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