CX Day 1

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08:45 remove 09:00
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Welcome Speech

Thumbnail Rosaria Cedras

Welcome Speech by Your MC: Rosaria Cedras

09:00 remove 09:45
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The Future of Customer Support

Thumbnail Dolly Mphahlele

Automation and Human Collaboration: Explore the evolving landscape of customer support, emphasizing the balance between automation and human interaction to provide efficient, empathetic, and personalized customer service.

09:45 remove 10:30
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Voice and Conversational Interfaces in Customer Service

Thumbnail Francois van der Merwe

Thumbnail Greg Serandos

Delve into the impact of voice and conversational interfaces, such as chatbots and virtual assistants, on customer engagement, satisfaction, and problem resolution.

10:30 remove 11:00
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Coffee/ Tea Break

11:00 remove 11:45
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Augmented Reality (AR) and Virtual Reality (VR) in Customer Experiences

Thumbnail Adi Stephan

Discuss the innovative use of AR and VR technologies to create immersive and interactive customer experiences, especially in industries like retail, real estate, and tourism.

11:45 remove 12:30
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Data-Driven Insights

Thumbnail Clint Payne CCXP, ACXP

Understand the power of data in deciphering customer behavior, preferences, and expectations, and learn how to leverage this information for enhanced customer experiences.

12:30 remove 13:30
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Networking Lunch Break

13:30 remove 14:15
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The Role of 5G in Transforming Customer Engagement

Thumbnail Resham Sivnarain

Investigate how the rollout of 5G technology is impacting customer experiences, particularly in terms of faster connectivity, improved mobile experiences, and new possibilities for real-time interactions.

14:15 remove 15:00
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Data Ethics and Privacy in Customer Experience

Thumbnail Dr. Sizwe Gwala

Address the challenges and opportunities associated with collecting, managing, and leveraging customer data while maintaining ethical standards and ensuring customer privacy.


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    The Professional Development Hub


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