The 3rd CEM Africa Summit Moves Customer Satisfaction



The 3rd Customer Experience Management Africa Summit kicked off last week on the 9th of July 2014. Over 150 senior CX professionals, representing some of the region’s top organisations gathered for the only Customer Experience event that takes place in Cape Town. In his opening keynote, Dr. Pieter Steyn, VP of Customer Research for Barclays Africa discussed The Service Value Chain and its Measures and reflected on the importance of the event in stating that ‘customer satisfaction is a lead indicator in revenue growth’.

The CEM Africa Summit provided a platform for the region’s most influential CX professionals to interact and event organisers, Kinetic brought together experts from leading enterprises that are making headway in the online customer’s experience. Sam Sabbagh, Head of Customer Service at Yuppiechef, shed light on the human touches Yuppiechef have in place that make “the other side of the internet” more trustworthy in her keynote on Laying foundations for customer service greatness.

Bringing insight from abroad,Stan Phelps, author of What’s Your Purple Goldfish,featured during Chantel Botha of Brandlove’s keynote via weblink and gave attendees tips on how to differentiate and stand out in a sea of sameness to customers. Nicholas Barenblatt, the Group Marketing Manager for Protea Hospitality Group also touched on this theme and stated the importance of leveraging word of mouth by creating innovative signature extras for the customer in his keynote on: How to make your customers ambassadors for your company.

In between keynotes and panel discussions, 10 technology workshops presented by eGain, Interactive Intelligence, Kofax, Presence Technology, Microsoft, and Brandlove addressed key issues around: The multichannel contact centre, Customer journey design and Leveraging customer engagement to drive revenue growth and secure a competitive edge.

The innovation display area enabled attendees to connect with industry providers and peers andindicated that the real value at this event was in the networking. Other industry providers including Avoxi, Ninzi Connect, InQuba and Interact RDT demonstrated solutions that covered the central themes on the event agenda: Big Data Analytics and the Customer Experience, Measurement in the Contact Centre and Business Process Outsourcing.

July 16, 2014

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