Customer Experience in the 4IR Webinar. 12 & 13 November 2020. Post Covid-19 Learning Era

Improve CX with the latest trends on customer experience management

Customer experience (CX) management is at the top of CEOs’ agenda and the core part of organization’s digital transformation program. Leaders across every part of the organization are claiming to place experience at the center of their strategies, but very often the perceptions of “good” customer service vary greatly between organizations and their customers.Therefore, selecting the right customer experience technologies and new business models that deliver seamless CX, and effective use of data are critical elements of your end-to-end CX strategy, to gain customer trust and achieve desired business goals.
Technical requirements for online sessions: Training will be presented live via Zoom Webinar. You need to have access to either a laptop / desktop including activated webcam, earphones, etc. Internet connection (3G or 4G / LTE) – minimum speed of 3.0 Mbps (up / down).Our Live e-series sessions are based on the science of transformation and features:

  • Interactive features valued by delegates
  • Group discussions with the facilitators and other attendees
  • A direct two-way communication channel with the facilitators
  • Certificate of attendance, much like our on-site trainings
  • Deliver a seamless experience, regardless of the channel a customer chooses to use
  • Improve employee experience to increase the number of internal brand advocates and boost CX
  • Develop a clear CX vision in your organization
  • Understand how to use the latest CX tech and trends, like artificial intelligence, to deliver a fantastic experience
  • Unlock the real business value in your customer data
  • Elevate CX through customer journey design and monitoring
  • Provide personalized customer interaction across a multichannel environment
  • Design B2C and B2B digital customer experience strategies with “moments of truth”
  • Customer Experience Manager
  • Customer Experience Director
  • Head of Marketing
  • Marketing Manager
  • Marketing Director
  • CX Specialist
  • CX Manager
  • Customer Support
  • Customer Services Manager
  • CIO’s,
  • COO’s,
  • CTO’s,
  • Chief Data/ Digital officer,
  • VPs/ Directors/ heads of AI
  • IT managers,
  • Customer Operations,
  • Operations manager,
  • Consumer / Customer Care,
  • Customer support,
  • Call centre managers,
  • Marketing,
  • Consumer Relations,
  • Technology business partner,
  • Customer Support,
  • Customer experience,
  • Customer Journey Managers

Day 1 (12 November 2020)

  • Session 1. 09:00: 09:30 Moving the CX needle: Shifting organisational culture to be customer focused
  • Session 2. 09:30-10:00 Ownership of the customer experience: Where does CX fit in an organisational structure?

10:00- 10:30 Coffee/ Tea Break

  • Session 3. 10:30-11:00 CX maturity model: Where do you sit?
  • Session 4: 11:00-11:30 The Age of Agility: Evolving the Customer Experience

11:30- 12:00 Lunch Break

  • Session 5. 12:00-12:30 Finding the sweet spot between digital and face-to-face CX
  • Session 6. 12:30-13:00 It’s a personal experience, no two are the same: An individualised approach to understanding the customer journey

Day 2 (13 November 2020)

  • Session 1. 09:00: 09:30 The predicted progression of CX over the next 10 years
  • Session 2. 09:30-10:00 Culture 2025: Forecast your future customers

10:00- 10:30 Coffee/ Tea Break

  • Session 3. 10:30-11:00 Digital identity and access management: Encouraging a frictionless customer experience
  • Session 4: 11:00-11:30 Meet Customers on their Channel of Choice: Private messenger, WhatsApp, Text and more

11:30- 12:00 Lunch Break

  • Session 5. 12:00-12:30. A snapshot of customer data use: Applications, complications and advantages
  • Session 6. 12:30-13:00 Emerging CX trends | What do organisations need to know?


    Knowledge Integration Web (Pty) Ltd is the leading provider in Southern Africa of strategic conferences, training courses and customised training solutions which are highly focused on issues facing industry across areas of IT, law, finance, business, human resources, insurance, telecommunications, financial services, securities, real estate, construction, tax, pensions and benefits, marketing, Communication, Air Transport and health care on a day-to-day basis.


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