CX March 2025 Day 1

Nicky Verd

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

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.

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

Trent Rossini

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

Clint Payne CCXP, ACXP

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

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.

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

Johann Van Tonder

Strategies for leveraging customer feedback to drive improvements and innovation.