CX March 2025 Day 2

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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.

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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
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Coffee/ Tea Break

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Customer Experience Metrics: Measuring Success Beyond CSAT:

Thumbnail Dr. Sumarie Schreiner (DBA, CCXP)

Discussing alternative metrics and KPIs for assessing the impact of customer experience strategies.

11:15 remove 12:00
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Customer Experience in a Remote and Hybrid Work Environment:

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

12:00 remove 13:00
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Networking Lunch Break

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Personalization vs. Privacy: Navigating the Trade-Offs:

Strategies for balancing personalized experiences with respecting customer privacy.

13:45 remove 14:30
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Innovations in Customer Experience for Emerging Markets:

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

14:30 remove 15:15
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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.

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    The Professional Development Hub

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