CX: The New Battleground for Differentiation - Customer 360 - HubSpot
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CX:
The New
Battleground
for Differentiation
Customer360
Africa 2020
CX
31 March – 2 April 2020,
Johannesburg
1CX: The New Battleground for Differentiation
Contents
click to navigate
1 Event
Highlights 4 Speakers
2 Advisory Board
Members 5 Agenda
3 About Customer360
Africa 2020 6 Sponsorship
enquiries
“I thoroughly enjoyed the presentations from clients, specifically the
in-practice application and challenges were refreshing and insightful!”
Monique Pienaar,
Executive: Client Experience,
Ask Afrika
“The insights were straight to the point and presentations were fun
and engaging.”
Mpumie Dzingwa,
Customer Experience Manager,
Ster Kinekor
“I came into this conference with no real concept of CX other than my
own personal experience. However, I gained valuable insights that I
am able to share with my peers back at the office that can help us to
better formalize our CX strategy...”
Jacqui Swart,
Head of Marketing,
Discovery Insure
www.Customer360Africa.comCX: The New Battleground for Differentiation
Event
Highlights
• 2 Call Centre Site Visits
• CXPA Accredited Pre-conference Masterclass Day
• 28+ CX Case studies
• CX Awards Ceremony
• 2 Keynote Addresses
• 50+ Industry Experts
• 10 Discussion Groups
Customer360 Africa
2020 Advisory Board
Rene Roux, Jordan Seke, Grace Sikapokoo,
Head: Client and CRM Officer & CX Head of Journey
Intermediary Engagement, Specialist, Management,
Sanlam Personal Finance: University of The Liberty Group
Distribution Witwatersrand South Africa
Wilma Burger, Marnitz van Heerden, Shouneez Baghas,
Business Project Head: Group Customer General Manager
Manager, and Group Marketing, Customer Experience,
CompSol Hollard Ster Kinekor
Nomty Malevu, Christopher Lloyd, Corné Janse van Rensburg,
Head of Customer Head of: Digital Head of Business
Service, Disruption & Enablement, Enablement,
SA Taxi Technology & Architecture, Wesbank
Alexander Forbes
www.Customer360Africa.comCX: The New Battleground for Differentiation
About Customer360 Africa 2020
C
ustomer 360 Africa 2020 is a
peer-led conference for CCO’s,
CMO’s, Heads of Customer
Experience, insights and analysts. This
event will showcase actual case studies
of organisations that are currently
implementing technology, altering strategy
and adopting leadership practices to create
an environment of customer centricity.
Our research across Middle East &
Africa shows that the customer’s voice, now
heard through social media platforms has a
new voice at the highest level of power in
companies. Regardless of what companies
are calling the position, be it Chief
Customer Officer (CCO), Chief Marketing
Officer (CMO) or Head of Customer
Services, these individuals serve as top
executives with the mandate and power to
design, orchestrate, and improve customer
experiences across the ever-more-complex
customer journey. The role exists in B2B
and B2C firms alike.
In April, we’re bringing you more than
50 customer experience experts to reveal
their strategies, secrets and lessons on
how they’re implementing a successful CX
strategy – at Customer360 Africa 2020.
Our comprehensive agenda, developed
through extensive market research with
the help of our advisory board and CXPA
partnership, covers key strategic and
operational topics that focus on the entire
customer journey from every touch point.
Customer 360 Africa 2020 is the only
all-inclusive event focused on the entire
CX Journey. You won’t find this information
anywhere else!
Jacqui E’Silva
Content Director: MEA
Corinium Global Intelligence
www.Customer360Africa.comCX: The New Battleground for Differentiation
Speakers
Aaron Mfunda, Abby Mills, Adri Lubbe, Adrien Francois,
Head of Department Customer Experience Head: User Experience Product Owner: Digital
(Customer Services), Deputy Manager, & Omni Channel, Transformation Programme
Head: Water and Sanitation, SweepSouth African Bank | COO Office, The Mauritius
eTHEKWINI MUNICIPALITY Commercial Bank Limited
Alex Songelwa, Bali Msibi, Busiku Muleya Chingobe, Byron Vather,
Customer Experience Senior Market Insights Head: Customer Solutions, Sales and Marketing
Leader, Analyst, Barloworld Equipment Director,
Amazon Pepsi Co. Alpha Shipping Agency
(PTY) LTD
Cari Drysdale, Christopher Lloyd, Clint Payne, Colette van Dyk,
Africa Head of Marketing Head of: Digital Disruption Program Manager: Executive Head of
and Business Generation, & Enablement, Technology Customer Experience, Marketing,
Turner & Townsend & Architecture, Multichoice Alexander Forbes
Alexander Forbes Group Services
Deirdre Moore, Elmarie Jooste, Eloise Boezak, Eshmael Mpabanga,
Chief Brand Office, Executive Manager: Head of Customer Head of Digital Customer
Just Property Head Office Client Relations, Experience, & Colleague Engagement,
Bestmed African Bank ABSA
www.Customer360Africa.comCX: The New Battleground for Differentiation
Fred Beunink, Gladiola Mbatha, Goodness Nkuna, Hanneke Loots,
Digital Customer Manager: Customer Digital Intelligent Snr Operational Manager:
Engagement Lead, Experience, Automation Business SPF Client Contact Centre
MSD South Africa African Bank Lead, : Call Centres and Client
Liberty Group SA Care, Sanlam
Innocent Mamvura, Itumeleng Makgati, Janice Docherty, Jerome Abt,
Data Scientist, CISO, Client Experience Manager: Centre Performance
University of Sasol Unsecured Lending: Retail Team Leader,
Witwatersrand and Business Banking, Danone SA
Nedbank
Joshua Knight, Keith Chetty, Linda Were, Lizette Akker,
Jet Customer Head of Operations, Manager – Customer CX Design Lead,
Strategic Analyst, JB Sports Botswana Service, RMB
Edcon Sanlam Kenya
Marilyn Rukande-Apata, Marnitz van Heerden, Matshego Namane, Michelle Ashen-Abrahams,
Customer Operations Head: Group Customer Customer Experience People & Brand,
Manager South Africa, and Group Marketing, and Design Consultant, MUA Insurance
Shell Downstream South Hollard ABSA Acceptances (Pty) Ltd
Africa (Pty) Ltd
www.Customer360Africa.comCX: The New Battleground for Differentiation
Michelle Bardenhorst, Nancy (Reddy) Moodley, Niren Mungar-Ram, Nomty Malevu,
CXPA Head of Customer Head: Analytics Enablement, Head of Customer Service,
Experience & Digital, ABSA Corporate & SA Taxi
Nissan South Africa Investment Bank
Penelope Khuzwayo, Portia Lindi Simelane, Rya-Mari Muller, Shane Petersen,
Customer Insights- Loyalty Group Manager; IT Business development Head of Customer
and Service Manager, Governance & resilience, and Growth, Operations,
Sun International Liberty Group SA FNB International Shell
Shouneez Baghas, Sjeanne Cawdry, Thulani Dlamini, Tshepo Motshegoa,
General Manager Head of Client Experience, Chief Operating Officer Group CIO,
Customer Experience, Rand Merchant Bank – CIB Africa Corporate, 3Sixty Global Solutions
Ster Kinekor ABSA Group
Vimal Singh, Wilma Burger, Yugeshree Frylinck,
Platform Lead: Global Business Project Manager, CXPA
Markets Data Analytics, CompSol
Rand Merchant Bank
www.Customer360Africa.comCX: The New Battleground for Differentiation
“Networking, insightful presentations, and some “The themes and content was really valuable in
controversial debate during Q&A’s. Always terms of customer experience foundation and
stretching the boundaries of thoughts around fundamentals as well as the future of CX, big data
customer experience. A well organised event.” and AI.”
Jan-Adriaan De Villiers, COO, Digital Planet Victor Musiwa, CX Specialist, MultiChoice Namibia
“The Customer 360 Africa conference provided “I love how organised the event was, the
real-world examples of how Customer Experience information shared was really powerful and
initiatives are transforming organisations. The insightful. Truly a game-changer!”
programme focussed on practitioner opportunities
and challenges and avoided the “trap” of being a Megan Oelofse, Marketing and Design Associate,
vendor marketing platform.” ATG Digital
Antonie Fourie, Senior Manager: Client
Experience, Product and Research, SA Home “I valued the opportunity to network and interact
Loans with other Customer Experience Practitioners
as well as thought leaders in the field/industry.
Presentations from the delegates were a great
“It was great to learn how other organisations source of insight! Thank you and well done to
practically deal with the quest for improved Corinium for an insightful conference!!”
customer experience.”
Ephraim Sebopela, Senior Manager: Customer
Haddon de Waal, Manager: Customer Experience, Experience Design and Management, Transnet
AVBOB SOC Pty Ltd
www.Customer360Africa.comCX: The New Battleground for Differentiation
Agenda
Focus Day Option 1 – Call Centre Strategy Day: 31 March 2020
[Please note: there are 2 options you can choose for the Focus Day]
7:30 Registration Opens
8:30 Welcome & Opening Remarks
8:40 Reserved for Focus Day Partner
9:10 Half Day Workshop:
New Age Contact Centre - Creating “Effortless” Experiences for our Customers
Eloise Boezak, Head of Customer Experience, African Bank
• Reinvention of the service contact centre
• Reconfiguration of the back office incorporating of some 4IR builds
• Career Pathing done right (High Impact and focused training)
11:10 Morning Tea & Networking
11:40 • Workforce Optimisation in an unconventional way increasing capability of response
• 24 by 7 call centre operating model in a newly transactional world
• The shift from a cost centre to a profit centre (sales through service)
12:40 Reserved for Focus Day Partner
13:10 Lunch & Networking
Two options for the afternoon session
14:10 Site Visit: African Bank Call Centre Workshop: Risk Management In The 4TH Industrial
Revolution: Sustainable Client Experience Practices
Take this opportunity to visit a world class Contact
centre and see how they are doing things differently. This workshop and masterclass will provide client
experience and insurance professionals with critical
This is limited to 15 people.
insights, skills and tools that will contribute to their
continuing professional development. Insurance
professionals who are required to stay abreast
of trends and insights will earn CPD point(s) for
attending this masterclass.
This workshop aims not only to address the
importance of client experience within the context of
the global need for sustainable business practices,
but will also empower delegates with researched self
and business risk management tools to navigate the
4th Industrial Revolution.
The workshop aims to stimulate dialogue with client
experience and insurance professionals to contribute
towards the global vision for the year 2045 with
South African voices; to increase understanding
of the threats to that future; and to drive collective
action to realize that vision.
This event will award 2 CPD points for insurance
professionals.
Michelle Ashen-Abrahams, People & Brand, MUA
Insurance Acceptances (Pty) Ltd
16:30 Close of Focus Day
www.Customer360Africa.comCX: The New Battleground for Differentiation
Focus Day Option 2 – Customer Journey Mapping & Design
Thinking Workshop: 31 March 2020
08:30 Welcome & Opening Remarks
08:40 Workshop 1: Customer Journey Mapping
This workshop is facilitated by the CXPA and is allocated with CPD Points.
11:10 Morning Tea & Networking
11:40 Workshop 1 Continues
12:40 Reserved for Focus Day Partner
13:10 Lunch & Networking
14:10 Workshop 2: Design Thinking
This workshop is facilitated by the CXPA and is allocated with CPD Points.
15:00 Afternoon Tea & Networking
15:30 Workshop 2 Continues
16:30 Close of Focus Day
www.Customer360Africa.comCX: The New Battleground for Differentiation
Main Conference Day 1:
1 April 2020
7:30 Registration Opens
8:30 Welcome & Opening Remarks
8:40 Lead Partner Presentation
9:10 Keynote Presentation: How to Hit the Ground Running When Taking On a New CX Lead Role
There is an increase in the roles of CX manager, Heads and Executives in South Africa. A lot of CX leads
struggle with showing results and an impact in the first 90 days of taking on a new CX role and this is
detrimental to the future of a CX role / capability within the organisation.
• Become a super star during the first 90 days of your new CX lead role
• The new CX executive’s first 90 days toolkit to success
• The first 90 days – showing results and delivering an impact as a new CX lead
Marnitz van Heerden, Head: Group Customer and Group Marketing, Hollard
9:40 Case Study: Customer Service Isn’t a Department, Its Everyone’s Job
• Aligning your internal culture with the way you want to be perceived so you fulfill your brand promise
naturally
• Scaling and improving your implementation, customer on boarding, and technical support, to improve
your internal efficiencies
• Getting the entire company to think about ‘customer experience’ so that all internal decisions are made
with the customer in mind
Nomty Malevu, Head of Customer Service, SA Taxi
10:10 Case Study: Using Design Thinking to Create Exceptional Customer Experience
• Dissecting the combination of design thinking and agile marketing to meet the needs of today’s device-
agnostic customer
• Deriving deep insights into customer needs and wants when applying design thinking principles
• Realising the promised value - driving implementation and showing value creation to get continued
support for your CX initiatives
Christopher Lloyd, Head of: Digital Disruption & Enablement, Technology & Architecture, Alexander Forbes
10:40 Deciding which Parts of the CX Journey to Digitize in Order to Drive More Focus for Greater Value and
Change
• What role does design play in creating an end-to-end customer experience?
• Why it makes sense to focus innovation around people and expectations
• Customer experience and user experience as essential components of a digital strategy
• Creating actionable points from values and ideas that lead to innovation
Adri Lubbe, Head of Omni channel and User Experience, African Bank
11:10 Morning Tea & Networking
11:40 Reserved for Sponsor
www.Customer360Africa.comCX: The New Battleground for Differentiation
12:10 Case Study: The importance of effective communication in Customer Experience
• Why is communication so important to customers?
• Using Customer Journey Mapping to identify gaps in communication
• Principles you should adhere to when communicating with customers
• Is no communication better than communicating an undesired message?
Janice Docherty, Client Experience Manager: Unsecured Lending: Retail and Business Banking, Nedbank
12:40 Identifying the Actionable Customer Insights You Need to Dramatically Improve Customer Retention and
Growth
• Identifying the obstacles to customer retention and growth
• What is the true cost of customer loss and the value of retention?
• Addressing the common misbelief that because you have a great product or service that retention will
follow naturally
• Measuring customer service to discover the make-or-break factors that impact retention
Byron Vather, Sales and Marketing Director, Alpha Shipping Agency (PTY) LTD
13:10 Associate Partner Presentation
13:40 Lunch & Networking
STREAM A STREAM B STREAM C:
Digitizing Journeys Data & Compliance Trends, Analysis and Insights
(This stream will cover self (This stream will cover the
–service, online interfaces, transparency of the client’s journey
automated decision rules) and include GDPR & POPIA)
14:40 Stream Partner Presentation Stream Partner Presentation Stream Partner Presentation
15:10 Case Study: Using the Force Case Study: How Analytics Can Case Study: How Senior Leaders
towards Digital Channels, and Help with Customer Experience Create an Ethos that Delivers
keeping Employees Engaged from a Retail Point of View Excellent Client Experience in a
Customer Centric Transformation
• Sharing the Shell case study • How does the data-driven
- a Model of Transformation in SA
on digital conversion and approach assist with
Financial Institutions
accelerating the change discovering, analysing and
• Understanding the digital influencing your customers’ Sjeanne Cawdry, Head of Client
channel “force” and tipping journeys Experience, Rand Merchant Bank
point for the organisation and • The benefits of customer
customer journey analytics across
• Creating and sustaining marketing and customer
the employee journey and experience
engagement around digital • Understanding customer
success behaviour and engage with
individual customers on a
Shane Petersen, Head of personal level at scale
Customer Operations, Shell • Formulating a strategy to
overcome challenges facing
African retailers
Joshua Knight, Jet Customer
Strategic Analyst, Edcon
www.Customer360Africa.comCX: The New Battleground for Differentiation
15:40 Case Study: How to Choose What is GDPR & POPIA’s Impact Case Study: Customer Retention
the Right Tech, So That Your on Delivering Exceptional Through A Purposed Journey
Customer Will Choose You Customer Experience?
• How relevant are industry
Clint Payne, Program Manager: • Examining how General Data standards? The old age 80/20
Customer Experience, Multichoice Protection Regulation (GDPR) rule
is designed to increase • Understanding customer
safeguards around consumer needs through mind-walking
data • Becoming a purpose-filled
• How can you ensure brand to enable customer
compliance with the majority retention
the queries raised by GDPR • From Customer Service
bring channelled through the Excellence to Customer
Customer service teams Service with a Purpose
• Putting data protection
Jerome Abt, Call Centre
first and achieving GDPR
Performance Manager, Danone SA
compliance when it comes to
customer experience
Portia Lindi Simelane, Group
Manager; IT Governance &
resilience, Liberty Group SA
16:10 Case Study: The Partnership of Case Study: Trusted Customer The CX Landscape is Undergoing
Journey Mapping and Business Journeys – Securing Your Such Severe Changes - Does AI
Process Modelling – Does this Customer Information Provide the Solution?
work? Itumeleng Makgati, CISO, Sasol • How AI can assist in getting a
• Looking at the relationship faster real-time understanding
between BPM and the of your customers
Customer Experience • How Machine learning,
• How Customer Journey natural-language
Mapping can be used understanding and natural-
together with other ways language processing can help
of modelling analyse customer sentiment
• Can the combination of BPM and customer feedback at
and CX provide better insight scale
into the customer’s feelings • Deciding whether to build or
and motivations buy an AI solution
• Showing the flow from the • How to track and measure
customer perspective so success
that you can design from the
Goodness Nkuna, Digital
outside in Intelligent Automation Business
Lizette Akker, CX Design Lead, Lead, Sanlam
RMB
16:40 Cocktail Function & Networking
17:30 Customer360 Africa Awards
www.Customer360Africa.comCX: The New Battleground for Differentiation
Main Conference Day 2:
2 April 2020
7:30 Registration Opens
8:30 Welcome & Opening Remarks
8:40 Associate Partner Presentation
9:10 The Partnership of Journey Mapping and Business Process Modelling
• Looking at the relationship between BPM and the Customer Experience
• Can the combination of BPM and CX provide better insight into the customer’s feelings and motivations
• Showing the flow from the customer perspective so that you can design from the outside in
Matshego Namane, Business Efficiency Consultant, Absa Short-Term Insurance
9:30 Case Study: A Data-Driven Approach to Customer Centricity – Defining a Measurement Framework
• How do we define key dimensions to measure customer centricity?
• What are the benefits of measuring these CX dimensions?
• How does CX metrics and measurements enable pro-active customer engagement and an optimised
service design
• Formulating a data-driven customer centric strategy to overcome challenges in a Pan-African context
Niren Mungar-Ram, Head: Analytics Enablement, Absa Corporate & Investment Bank
9:50 Case Study: Create and Deliver Exceptional Client Experience
• Client experience (value-add) vs client service (cost to serve)
• Client experience as a competitive advantage
• Integrated service model- delivering customer experience
Thulani Dlamini, Chief Operating Officer, CIB Africa Corporate
10:10 Case Study: Valuable Learnings, Tips and Tricks in Upgrading EX in Your Organisation
• Identifying the critical elements in creating a strong company culture and better working environment
• Looking at the crucial aspects that an organisation must consider to gain good insight into the problems
affecting Employee Experience
• The direct impact that your EX has over your customer experience
Penelope Khuzwayo, Customer Insights- Loyalty and Service Manager, Sun International
10:30 Morning Tea & Networking
11:00 Associate Partner Presentation
11:30 Case Study: RMB Global Markets Data Analytics Journey: Successes and Learnings.
Vimal Singh, Platform Lead: Global Markets Data Analytics, Rand Merchant Bank
www.Customer360Africa.comCX: The New Battleground for Differentiation
12:00 Case Study: Pepsi Co. - Gaining the Customers Trust through Customer Experience
• VUCA storms that have occurred in the past and how they manifested/what elements characterized
them
• Companies that have historically been able to survive a VUCA storm and how they survived it i.e.
understanding what customer metrics/market metrics these companies used to ensure that they stated
relevant within their environment and to their consumers in order to survive the storm
• What the current VUCA storm looks like and what we could learn from others that have gone before us
• What indicators to look out for/how to listen to our customers to stay relevant for when the storm settles
Bali Msibi, Senior Market Insights Analyst, Pepsi Co.
12:30 Associate Partner Presentation
13:00 Lunch & Networking
STREAM D STREAM E
B2B & B2C Customer Experience (This stream will Employee Experience – CX From the Inside Out
cover the CX between Customers, Employees and
Investors)
14:00 Stream Partner Presentation Stream Partner Presentation
14:30 Case Study: Bridging the gap – B2B2C Marketing: Case Study: How To Create Brand Advocates by
How to Achieve a Seamless Customer Experience Utilising The Voice of the Employee
Across Diverse Audience Groups • How to create your own brand advocacy
• One customer experience for all, across a programme
multitude of audiences, comprised of many • Reviewing how the virtual world has transformed
personas – is it even possible? the traditional word-of-mouth approach to
• Ensuring brand appeal across these varying marketing
segments is equally challenging, considering • How can brand advocacy improve the
different race, gender and cultural biases performance of your company
• At the end of the day, is it about a ‘ONE
Deirdre Moore, Chief Brand Office, Just Property
SIZE FITS ALL’ marketing approach? Or is
Head Office
‘CUSTOMISED TO ONE’ the way to go?
Colette van Dyk, Executive Head of Marketing,
Alexander Forbes Group Services
15:00 Case Study: Building Sustainable Relationships Deciding which Parts of the CX Journey to Digitise
with Customers by Living Your Brand Promise in Order to Drive More Focus for Greater Value and
Change
• How African Bank is bringing our brand promise
of Advancing Lives to life for our customers • What role does design play in creating an end-
• How understanding your customers gives you to-end customer experience?
the edge • Why it makes sense to focus innovation around
• Powerful connections build bullet proof people and expectations
relationships • Customer experience and user experience as
essential components of a digital strategy
Eloise Boezak, Head of Customer Experience, • Creating actionable points from values and ideas
African Bank
that lead to innovation
Rya-Mari Muller, Business development and Growth,
FNB International
15:30 Afternoon Tea & Networking
www.Customer360Africa.comCX: The New Battleground for Differentiation
16:00 Discussion Group: Why Brands And Businesses Case Study: Client Experience in the minds and
Must Prioritise Customer Experience At A Strategic hearts of staff, sharing:
And An Operational Level • A systemic approach for bringing together
With all the options available to them, today’s research results and business execution
customers have little to no brand loyalty and will go • A communication hub for staff involvement
wherever they are treated best. If organisations do • Recognition and reward that inspire delivery
not prioritise CX at a strategic and operational level
Hanneke Loots, Snr Operational Manager: SPF
will they survive in this new economy?
Client Contact Centre : Call Centres and Client Care,
Moderator: Shouneez Baghas, General Manager Sanlam
Customer Experience, Ster Kinekor
16:30 Discussion Group: What Is The Perceived Vs The Discussion Group: B2B: How Can You Change Your
Actual Impact Of RPA To The Customer And Why Business And Customer Experience By Staring
Automation Is Unavoidable And Necessary Internally First?
Organisations have seen a lot of value through This session will allow for different perspectives on
their adoption of RPA in that it allows employees to how one can change internal customer service and
contribute strategically and creatively to enterprise what the impact will be on external customer service.
goals by removing repetitive manual tasks but what
is the actual impact of RPA on the customer?
17:00 Close of Conference
www.Customer360Africa.comCX: The New Battleground for Differentiation
Sponsorship Marketing & Booking
Queries Queries
Keneilwe “Keni” Malotle Rachel Paterson
Sponsorship Director: MEA Corinium Marketing Manager: MEA
Global Intelligence rachel.paterson@coriniumgroup.com
keneilwe.malotle@coriniumgroup.com 083 764 4587
082 606 4771
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