Customer Experience Transformation Conference

today March 5, 2025my_locationNH Johannesburg Sandton

Background

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:

  1. Innovative Technologies: Explore cutting-edge technologies shaping the future of customer experience, including AI, machine learning, and advanced analytics.
  2. Human-Centric Design: Delve into the importance of empathy and human-centric design in creating meaningful customer interactions.
  3. 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.
  4. Omnichannel Strategies: Uncover successful omnichannel approaches that seamlessly integrate online and offline touchpoints to provide a cohesive customer journey.
  5. Employee Engagement: Recognize the pivotal role of engaged and motivated employees in delivering exceptional customer experiences.
  6. 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:

  1. Knowledge Enrichment: Acquire in-depth knowledge about the latest trends, strategies, and technologies shaping the customer experience landscape.
  2. Networking Opportunities: Connect with industry leaders, experts, and like-minded professionals, fostering valuable relationships that can propel your career or business forward.
  3. Practical Insights: Gain practical insights from real-world case studies and best practices, providing actionable takeaways that can be implemented in your organization.
  4. Innovative Solutions Showcase: Explore a curated showcase of innovative solutions and technologies that can revolutionize your approach to customer experience.
  5. 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
Past Speakers
Location

The NH Hotel
in Sandton, Johannesburg

Past Sponsors
Background
Program
Select arrow_drop_down
08:00 remove 08:30
keyboard_arrow_down
Background

Welcome Speech

Thumbnail Nicky Verd

Welcome Speech by Your MC: Nicky Verd; Digital Futurist, Kickass Author, Keynote Speaker, Tedx Speaker | Bridging the Gap Between People and Technology

08:30 remove 09:15
keyboard_arrow_down
Background

Harnessing AI to Accelerate Customer Centric Products

Thumbnail 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
keyboard_arrow_down
Background

Keynote: Creating Customer loyalty in a VUCA world

Thumbnail 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
keyboard_arrow_down
Background

Coffee/ Tea Break

10:30 remove 11:15
keyboard_arrow_down
Background

The Role of Data Analytics in Shaping Customer Journeys

Thumbnail Trent Rossini

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

11:15 remove 12:00
keyboard_arrow_down
Background

The Future of Customer Service: Chatbots, Virtual Assistants, and Beyond

Thumbnail Dawood Patel

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

12:00 remove 13:00
keyboard_arrow_down
Background

Networking Lunch Break

13:00 remove 13:45
keyboard_arrow_down
Background

Partnering in Customer Experience Management

Thumbnail Yugeshree Frylinck, CXPA

As customer expectations continue to evolve, companies are increasingly seeking partnerships that enable them to deliver seamless, personalized, and meaningful interactions with their customers. Collaborating with external organizations or technology providers help to enhance customer interactions. These partnerships enable businesses to leverage advanced tools, data insights, and expertise to create seamless, personalized experiences. The goal is to improve customer satisfaction, loyalty, and business growth through strategic collaboration.

13:45 remove 14:30
keyboard_arrow_down
Background

How do we establish competitive advantage?: Find out how the greatest organisations have consistently delighted their Customers to establish competitive advantage

Thumbnail Rob Fleming

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

14:30 remove 15:15
keyboard_arrow_down
Background

Voice of the Customer: Collecting and Acting on Feedback Effectively

Thumbnail Johann Van Tonder

Strategies for leveraging customer feedback to drive improvements and innovation.

08:30 remove 09:15
keyboard_arrow_down
Background

Omnichannel Strategies: Integrating Digital and Physical Touchpoints

Thumbnail Clint Payne CCXP, ACXP

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

09:15 remove 10:00
keyboard_arrow_down
Background

Design Thinking: Revolutionizing Customer Experience Through Creativity:

Thumbnail Dieketseng Shabangu

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

10:00 remove 10:30
keyboard_arrow_down
Background

Coffee/ Tea Break

10:30 remove 11:15
keyboard_arrow_down
Background

Future Trends in Customer Experience: What to Expect in the Next Decade

Thumbnail Marnitz van Heerden

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

11:15 remove 12:00
keyboard_arrow_down
Background

Remote Work Is Killing Customer Experience! Here’s How to Save It

Thumbnail Aki Kalliatakis, ECXO, CXSA

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

12:00 remove 13:00
keyboard_arrow_down
Background

Networking Lunch Break

13:00 remove 13:45
keyboard_arrow_down
Background

Personalization vs. Privacy: Navigating the Trade-Offs:

Thumbnail Nickey Mannya

Strategies for balancing personalized experiences with respecting customer privacy.

13:45 remove 14:30
keyboard_arrow_down
Background

Innovations in Customer Experience for Emerging Markets:

Thumbnail Palesa Nhlapo

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

08:30 remove 09:00
keyboard_arrow_down
Background

Arrival and Tea Break

09:00 remove 09:45
keyboard_arrow_down
Background

Fundamentals of a VOC Program

Thumbnail Yugeshree Frylinck, CXPA

- 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.

09:45 remove 10:30
keyboard_arrow_down
Background

Determining Program Performance

Thumbnail Yugeshree Frylinck, CXPA

- 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.

10:30 remove 11:15
keyboard_arrow_down
Background

Optimizing your VOC Program

Thumbnail Yugeshree Frylinck, CXPA

- 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.

11:15 remove 11:30
keyboard_arrow_down
Background

Tea Break and connect

11:30 remove 12:15
keyboard_arrow_down
Background

Identifying Action Plans and Project Development Opportunities

Thumbnail Yugeshree Frylinck, CXPA

- 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.

12:15 remove 13:00
keyboard_arrow_down
Background

Enhancing Business Stakeholder KPIs with VOC Results

Thumbnail Yugeshree Frylinck, CXPA

- 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.

13:00 remove 14:00
keyboard_arrow_down
Background

Lunch Break and connect

14:00 remove 14:30
keyboard_arrow_down
Background

Ensuring Accuracy and Interpretation of Metrics

Thumbnail Yugeshree Frylinck, CXPA

- 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.

14:30 remove 15:00
keyboard_arrow_down
Background

Best Practices and Global Trends in VOC

Thumbnail Yugeshree Frylinck, CXPA

- 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.

15:00 remove 15:30
keyboard_arrow_down
Background

The Evolution of Digital Consumer Engagement - AI and Data Analysis Interpretations

Thumbnail Yugeshree Frylinck, CXPA

• Understanding the role of artificial intelligence (AI) and advanced data analytics in enhancing VOC programs. • AI and other cutting-edge technologies provide unprecedented avenues for engaging with customers on a more personal level, ensuring they feel truly understood.

Details
Begin March 5, 2025 H 08:30
End March 7, 2025 H 15:30
Location NH Johannesburg Sandton
Related events

NEWSLETTER

    By subscribing to this newsletter, you agree to our Privacy Policy.

    The Professional Development Hub

    Background
    Hi, how can I help?