Nicholas Geza

Business Development and Marketing Head at Knowledge Integration Web Events

Mark Drummond

Co-Founder: Neural Sense Neuromarketing - Neuroscience driven marketing research | Co-Founder: - Create more emotive, memorable & effective ads with neuroscience
09:00 - 09:45

Neuromarketing and Consumer Behavior: Dive into the psychology behind consumer decision-making and how marketers can leverage neuromarketing insights to optimize strategies.


  • Psychological Triggers: Explore the subconscious factors that influence consumer choices, including emotions, memories, and sensory experiences, to understand how these triggers impact decision-making.
  • Brain Imaging Techniques: Delve into the use of neuroimaging tools like fMRI and EEG to study brain responses during shopping experiences, enabling marketers to identify which stimuli engage specific regions of the brain.
  • Behavioral Economics: Examine the principles of behavioral economics that reveal how cognitive biases and heuristics shape consumer behavior, allowing marketers to design strategies that align with these tendencies.
  • Designing Persuasive Campaigns: Learn to craft marketing messages, visuals, and experiences that resonate with consumers on a subconscious level, fostering a deeper connection and increasing the likelihood of conversions.
  • Personalization and Experience: Utilize neuromarketing insights to tailor products, services, and interactions to individual preferences, creating a personalized consumer journey that enhances engagement and drives brand loyalty.

Jordan Seke

CRM Advocate, Strategist and change manager at University of the Witwatersrand
09:45 - 10:30

AI-Powered Personalization Strategies: Explore how artificial intelligence is reshaping customer experiences through personalized content, recommendations, and interactions


  • Enhanced Customer Insights: AI-driven personalization harnesses data analytics to gain deep insights into customer behaviors, preferences, and purchase history, enabling businesses to tailor experiences to individual needs.
  • Dynamic Content Generation: AI enables the automatic creation of personalized content, such as product recommendations, emails, and website elements, ensuring that each interaction resonates with customers on a personal level.
  • Real-time Adaptation: With AI-powered personalization, businesses can adjust content and recommendations in real time based on user actions, optimizing engagement and conversion rates throughout the customer journey.
  • Hyper-Personalized Recommendations: AI algorithms analyze vast amounts of data to provide highly accurate product or content recommendations, increasing the likelihood of cross-selling, upselling, and repeat purchases.
  • Seamless Omni-channel Experiences: AI-driven personalization strategies unify customer experiences across various touchpoints, from websites and mobile apps to social media and physical stores, creating a cohesive and tailored journey.

Rob Fleming

Director at Incrementum
11:00 - 11:45

How do we establish competitive advantage?

  • Your product can be copied
  • Great Service is expected and only delivers Customer Satisfaction
  • Digital solutions enhance efficiency but do not delight the Customer


Find out how the greatest organisations have consistently delighted their Customers to establish competitive advantage

Suze Bouwer

Marketing Enabler, Coach and Content Creator. Owner of | MARKETING MADE AS SIMPLE as A,B,C
11:45 - 12:30

Content Marketing is the only Marketing there is!


  • The significance of content marketing in the digital marketing landscape.
  • The importance of knowing your target audience and creating content that resonates with them.
  • Content Types
  • Content Distribution
  • Future Trends in Content Marketing

Dolly Mphahlele(MBA)

Head of Business Intelligence and Datawarehousing at FirstRand Group Treasury
13:30 - 14:15

Data Privacy and Compliance: Address the evolving landscape of data privacy regulations and best practices for marketers to ensure compliance while delivering targeted campaigns.


  • Regulatory Awareness: Stay updated on data privacy laws such as GDPR, CCPA, and other relevant regulations to understand their requirements and implications for marketing activities.
  • Consent Management: Implement robust consent mechanisms that allow individuals to provide informed and explicit consent for data collection and usage. Provide clear options for opting in or out of data sharing.
  • Data Minimization: Collect and retain only the data necessary for marketing purposes. Minimize the scope of data collected to reduce potential privacy risks and ensure that data usage aligns with the intended marketing activities.
  • Transparency and Communication: Maintain transparency about data collection, usage, and sharing practices. Clearly communicate your privacy policy and practices to customers, ensuring they understand how their data will be used for marketing purposes.
  • Data Security: Implement strong data security measures to safeguard the collected information from unauthorized access, breaches, and misuse. Regularly assess and update your security protocols to mitigate potential vulnerabilities.

Carmen Murray

CEO at Carmen Murray Communications | Systems Thinker|Podcaster|Numerologist | Netnographer | Keynote Speaker | Educator | Juror | Award-winning Digital Marketer | Meltwater- Top Women in Tech in Africa| Author|Diversity & Inclusion Torchbearer|
14:15 - 15:00

Sustainability and Green Marketing: Examine the role of sustainable practices and ethical considerations in digital marketing campaigns, resonating with environmentally conscious consumers.


  • Incorporating Eco-Friendly Messaging: Integrate sustainable messaging into digital marketing campaigns to highlight environmentally friendly practices and products, appealing to consumers who prioritize eco-conscious choices.
  • Transparency and Authenticity: Emphasize transparency about sustainable practices and provide verifiable information to establish credibility and build trust among environmentally conscious consumers.
  • Leveraging Green Certifications: Showcase relevant certifications (e.g., organic, Fair Trade, energy-efficient) in digital marketing materials to validate the eco-friendly claims and assure consumers of ethical considerations.
  • Engagement Through Educational Content: Create informative content about sustainable practices, climate issues, and eco-friendly lifestyles to engage and educate environmentally conscious consumers, positioning the brand as an advocate for positive change.
  • Measuring and Communicating Impact: Utilize data to quantify the environmental impact of the brand’s initiatives and communicate progress towards sustainability goals, enabling consumers to see the tangible benefits of their support.

Lyndon Barends

MD: Group Commercial & Strategy at Arena Holdings
09:00 - 09:45

Neighborhood-Level Targeting: Delve into the concept of hyper-local marketing, where businesses use location-based data to target audiences at a granular neighborhood level


  • Hyper-Local Focus: Neighborhood-level targeting emphasizes pinpointing specific localities, even down to individual neighborhoods, for marketing efforts.
  • Location-Based Data: Businesses utilize geolocation data, demographics, and behavioral patterns to tailor messages and offers to the preferences of a particular neighborhood.
  • Personalized Messaging: By understanding neighborhood characteristics, businesses can craft messages that resonate with the unique needs and interests of residents in those areas.
  • Enhanced Relevance: Hyper-local marketing increases the relevance of ads and promotions, enhancing the chances of engagement and conversion due to the personalized approach.
  • Community Building: This approach fosters a sense of community by highlighting local events, businesses, and concerns, which can foster stronger customer relationships and brand loyalty.

Heidi Patmore

Managing Director at Manjaro Marketing

Tatum Lister

Head of Content at Syte | Content Creation 🧠 | Strategic Brand Manager | Creative Direction | Creative Production | Content Marketing | TikTok Marketing

Nicole Manana

Brand, Marketing + Communications Specialist | IAB Certified | Bookmark Awards Judge

Michael Harf

Owner of Syte, South Africa's largest TikTok agency |

Emma Odendaal

Content Strategy Director at DENTSU CREATIVE, IAB Content Marketing Committee Chair
09:45 - 10:30

A Panel Discussion on TikTok and Short-Form Video Marketing: Analyze the explosive growth of TikTok and other short-form video platforms, and discuss strategies to effectively integrate them into marketing campaigns.


  • Engaging User Experience: Short-form video platforms like TikTok offer highly engaging, easily digestible content that appeals to the fast-paced digital consumption habits of today’s users.
  • Viral Potential: The platforms’ algorithm-driven content discovery mechanisms enhance the potential for videos to go viral, leading to rapid and widespread brand exposure.
  • Global Reach: TikTok’s international popularity and expansion into diverse markets provide a unique opportunity to reach global audiences with varying demographics and interests.
  • User-Generated Content (UGC): Short-form video platforms thrive on user-generated content, enabling brands to tap into user creativity and participation for authentic marketing campaigns.
  • Influencer Culture: The rise of influencers on TikTok and similar platforms has created avenues for brands to collaborate with influential creators, leveraging their reach and credibility.

Michelle Matthee

Customer Success Manager at Chat Inc | 🪄Magic Maker. 🦄Client Success Unicorn. 🥷WhatsApp Marketing Ninja. 🚀
11:00 - 11:45

Mastering Conversational Customer Experience (CX), Marketing, and ECommerce on WhatsApp


  • Harnessing the Conversational Power of WhatsApp: Learn how to unlock the potential of conversational customer experience and marketing using WhatsApp. Discover strategies to create a dynamic and engaging dialogue with your customers, ensuring seamless communication at every touchpoint in the customer journey.
  • Elevating Customer Engagement and Trust: Explore a customer-centric approach to boost lead generation, drive customer activations, and enhance engagement through personalized content on WhatsApp. We’ll delve into the secrets of building trust and delivering delightful experiences that will strengthen customer loyalty.
  • Maximizing Revenue Expansion: Discover how the WhatsApp Business API can serve as a revenue expansion catalyst. We’ll explore best practices, offering insights on how to utilize WhatsApp’s automated responses, quick replies, and chatbots to nurture meaningful connections and drive business growth.
  • Introducing Shopping, Carousels, and Flows: Stay at the forefront of WhatsApp’s ever-evolving features. Get a first-hand look at the latest additions to the WhatsApp Business API, including shopping capabilities, carousel messages, and chat flows. Learn how to leverage these tools to create interactive and engaging customer experiences that lead to increased sales and conversions.
  • Sparking Valuable Conversations with Chat Inc: We’ll provide practical guidance on implementing conversational customer experiences on WhatsApp. Uncover the strategies that can help your business stand out and leave a lasting impression, all while maximizing the potential of WhatsApp’s Business API for marketing and eCommerce.

Fred Beunink

Managing Director at pivot2connect | Creating a Powerful Online Presence for Business Owners over Fifty
11:45 - 12:30

AR and VR Marketing: Explore the creative use of augmented reality (AR) and virtual reality (VR) to create immersive brand experiences and boost engagement


  • Immersive Brand Experiences: Leverage AR and VR to immerse customers in unique and memorable brand experiences, allowing them to interact with products and services in a virtual environment.
  • Enhanced Engagement: Increase customer engagement by providing interactive and dynamic content through AR and VR, encouraging users to spend more time with your brand and fostering a deeper connection.
  • Interactive Product Visualization: Enable customers to virtually try and experience products before purchase through AR, allowing them to see how items fit into their lives, leading to more informed buying decisions.
  • Innovative Storytelling: Utilize AR and VR to tell compelling brand stories in new and innovative ways, transporting customers into narratives that resonate emotionally and build stronger brand loyalty.
  • Data-Driven Insights: Gather valuable data on customer behaviors and preferences within AR and VR experiences, helping refine marketing strategies and tailor offerings to specific customer segments for higher conversion rates.

Darryl Comley-White

Founder of Market Magnet Consulting | Marketing and Web Strategist
13:30 - 14:15

Marketing Automation Beyond Email: Showcase advanced automation techniques that extend beyond email marketing, including chatbots, AI-driven content generation, and lead nurturing.


  • Chatbot Integration: Implement interactive chatbots on your website and messaging platforms to engage users in real-time conversations, answer queries, and guide them through the customer journey.
  • AI-Driven Content Creation: Utilize artificial intelligence to generate personalized and relevant content, such as blog posts, social media updates, and product recommendations, enhancing customer engagement and driving conversions.
  • Lead Nurturing Workflows: Develop sophisticated lead nurturing workflows that adapt to individual user behaviors and preferences, delivering targeted content and offers at the right moments to move prospects through the sales funnel.
  • Behavioral Tracking and Segmentation: Employ advanced tracking mechanisms to monitor user behavior across various touchpoints, enabling precise segmentation for tailored marketing campaigns and enhancing overall customer experiences.
  • Multi-Channel Automation: Extend automation efforts across multiple communication channels, including social media, SMS, and push notifications, maintaining consistent messaging and engagement strategies throughout the customer lifecycle.


Mike Saunders

Chief Executive Officer at Digitlab | International Conference Speaker and Author - Making Digital Human Again
14:15 - 15:00

Hyper-Personalization with Zero-Party Data: Explore the concept of zero-party data and how it enables marketers to deliver highly personalized experiences without relying heavily on third-party data


  • Zero-Party Data Defined: Zero-party data refers to information that individuals willingly and explicitly share with businesses or organizations. This data includes preferences, interests, and intentions, offering insights directly from the source.
  • Enhanced Personalization: Utilizing zero-party data allows marketers to craft tailored experiences that accurately reflect individual preferences and needs, fostering deeper customer connections and engagement.
  • Reduced Dependence on Third-Party Data: As privacy concerns and data regulations grow, reliance on third-party data diminishes. Zero-party data enables marketers to maintain personalization without infringing on privacy rights or facing potential data restrictions.
  • Authentic Customer Relationships: Gathering zero-party data promotes transparency and trust. By directly requesting information from customers, brands show commitment to understanding their audience, resulting in more authentic and lasting relationships.
  • Customized Offerings and Content: With zero-party data insights, marketers can create products, services, and content that precisely match customer desires, significantly improving the likelihood of conversions and customer satisfaction.

Grant Lapping

Digital Executive at +OneX
09:00 - 09:45

Predictive Customer Analytics: Showcase how predictive analytics are being used to anticipate customer behavior and needs, enabling proactive and anticipatory service.


  • Anticipating Trends: Predictive customer analytics leverages historical data to identify patterns and trends in customer behavior. This enables businesses to anticipate future preferences, needs, and purchasing patterns, facilitating proactive planning.
  • Personalized Experiences: By analyzing past interactions and transactions, predictive analytics helps tailor customer experiences. This customization enhances engagement, as businesses can recommend relevant products, services, and offers that align with individual preferences.
  • Churn Prevention: Identifying early signs of customer dissatisfaction or decreased engagement is crucial. Predictive analytics can pinpoint potential churn risks, allowing businesses to intervene with targeted retention strategies, such as personalized offers or outreach.
  • Optimized Marketing Campaigns: Anticipating customer behavior empowers marketers to fine-tune campaigns. Businesses can deliver messages at the right time and through the preferred channels, boosting response rates and campaign effectiveness.
  • Demand Forecasting: Predictive customer analytics aids in accurate demand forecasting. This ensures businesses maintain optimal inventory levels and resource allocation, preventing shortages and minimizing excess inventory costs.

Paula Sartini

Chief Executive Officer at BrandQuantum
09:45 - 10:30

Omnichannel Integration: Examine strategies for seamless integration of customer interactions across various channels, ensuring a consistent experience.


  • Unified Customer Journey: Create a cohesive experience by aligning customer interactions across all touchpoints – from social media and websites to physical stores – ensuring customers perceive a unified brand message.
  • Consistent Messaging: Deliver a harmonized brand message and voice regardless of the channel, ensuring that customers receive the same information and experience regardless of where they engage with your brand.
  • Real-time Data Sharing: Enable seamless data flow across channels, allowing customer interactions to be tracked and shared in real time, empowering your team to provide more personalized and informed assistance.
  • Channel Flexibility: Give customers the freedom to switch channels during their journey without losing context. This adaptability enhances convenience and improves overall satisfaction.
  • 360-Degree View: Develop a comprehensive understanding of customer behaviors and preferences by integrating data from different channels. This insight enables targeted engagement and proactive problem-solving.

Nickey Mannya

Client Services Director of Technology at Wunderman Thompson South Africa
11:00 - 11:45

Voice Commerce and Smart Assistants: Explore the rise of voice-based interactions and how smart assistants are changing the way customers engage with brands.


  • Voice-First Interaction: Voice commerce is revolutionizing customer engagement by enabling users to interact with devices and make purchases using natural spoken language, making the shopping process more intuitive and convenient.
  • Hands-Free Convenience: Smart assistants like Amazon’s Alexa and Google Assistant have made shopping hands-free, allowing users to add items to their carts, check product details, and complete transactions without the need for screens or physical input.
  • Personalized Shopping Experience: Smart assistants analyze user preferences and behavior to offer personalized product recommendations, enhancing the shopping journey and increasing customer satisfaction.
  • Seamless Integration: Brands are integrating voice commerce into various platforms, including smart speakers, smartphones, and even vehicles, creating a seamless shopping experience that adapts to users’ preferences and contexts.
  • Evolving Customer Engagement: Smart assistants go beyond transactions, providing customer support, order tracking, and even proactive alerts. This new dimension of engagement strengthens brand-customer relationships and builds trust.

Mumbi Odame, CCXP

Head: Client Experience and Human-Centered Design at Rand Merchant Bank
11:45 - 12:30

CX Automation and Human Touch: Examine the balance between automation and human interaction in customer experiences, ensuring that technology enhances rather than replaces genuine human connections.


  • Harmonious Blend: Strive for a seamless integration of automation and human interaction to create a balanced and efficient customer experience ecosystem.
  • Efficiency and Consistency: Automation streamlines routine tasks, ensuring consistent responses and faster resolutions, while freeing up human agents to focus on complex queries that require empathy and nuanced understanding.
  • Personalization Through Data: Utilize automation to gather and analyze customer data, enabling human agents to provide personalized recommendations and solutions that resonate with individual preferences and needs.
  • Empathy and Emotional Connection: Human touch brings emotional intelligence and empathy to interactions, allowing agents to understand and address customers’ emotions, building rapport and trust that technology alone can’t replicate.
  • Complex Problem Solving: Reserving human intervention for intricate issues ensures intricate problem-solving, critical thinking, and adapting to unique situations, demonstrating the value of human expertise.

Aki Kalliatakis, ECXO, CXSA

Managing Partner at The Leadership LaunchPad
13:30 - 14:15

Post-Pandemic CX Strategies: Analyze how customer behaviors and expectations have changed in the wake of the pandemic and what strategies brands are employing to adapt.


  • Shifted Priorities: Customer priorities have changed post-pandemic, focusing more on safety, convenience, and value. Brands are responding by emphasizing hygiene protocols, contactless experiences, and flexible purchasing options.
  • Digital-First Approach: The pandemic accelerated digital adoption. Brands are prioritizing seamless online experiences, investing in user-friendly interfaces, AI-powered chatbots, and personalized recommendations to cater to customers’ digital preferences.
  • Hybrid Engagement: A hybrid model of interaction has emerged, blending online and offline touchpoints. Brands are creating cohesive experiences, allowing customers to seamlessly transition from digital platforms to physical locations, providing consistency and convenience.
  • Enhanced Personalization: Customer data is harnessed to deliver hyper-personalized experiences. Brands are leveraging insights to tailor product recommendations, content, and communication, fostering stronger connections with customers.
  • Empathy and Transparency: Brands are demonstrating empathy by acknowledging the challenges customers faced during the pandemic. Transparent communication, clear refund/return policies, and genuine concern for customers’ well-being are building trust and loyalty


Darryl Marcus

VP Sales Africa at LivePerson
14:15 - 15:00

The Gen AI Parenting Guide: Raising a Healthy, Well-Adjusted AI for Customer Engagement


There’s a real sense of urgency and enthusiasm to discover the best uses of generative AI for customer engagement. But with great power comes great responsibility. As this field continues to grow, it’s essential to understand the impact it can have on our businesses and customers. In this session, we’ll navigate the unique challenges and opportunities of deploying generative AI in today’s most popular customer engagement channels. Walk away with the insights, tools and techniques to leverage this cutting-edge technology to drive better business outcomes in a safe, trustworthy and meaningful way.