CX Jul 2024 Day 1

Rosaria Cedras

Welcome Speech by Your MC

Coogan Pillay

Leveraging AI and Machine Learning: Explore how AI and machine learning algorithms can be utilized to deliver personalized customer experiences at scale. Discuss methods for analyzing vast amounts of customer data to tailor interactions and offerings to individual preferences, increasing customer satisfaction and loyalty.

Celéste Burger

Dive into strategies for integrating multiple channels such as web, mobile, social media, and physical stores to provide a seamless and consistent customer experience across all touchpoints. Discuss technologies and platforms that facilitate omni-channel communication and collaboration.

Paula Sartini

Explore innovative approaches to predictive customer journey mapping, leveraging data analytics and machine learning to anticipate customer behavior and needs at each stage of the journey. Discuss how predictive modeling can enable proactive engagement and personalized recommendations to guide customers towards desired outcomes.

Maele Masibi

Discuss the latest advancements in chatbot and virtual assistant technology, including natural language understanding, conversational AI, and voice recognition. Explore how organizations can leverage these tools to automate customer support, provide instant assistance, and enhance self-service capabilities.

Nickey Mannya

Delve into advanced analytics techniques for capturing, analyzing, and acting upon customer feedback from various sources including surveys, social media, and customer support interactions. Explore how sentiment analysis, natural language processing, and predictive analytics can extract actionable insights to enhance the customer experience.

Riana Smit

Discuss the impact of IoT and connected devices on the customer experience, particularly in industries such as smart home, healthcare, and automotive. Explore how IoT technologies enable real-time monitoring, predictive maintenance, and personalized services based on customer behavior and preferences. 

Dr. Sizwe Gwala

Address concerns surrounding the ethical use of AI and customer data, including issues related to bias, privacy, and data security. Discuss best practices for ensuring fairness, transparency, and accountability in AI-driven customer interactions, and strategies for building trust with customers through responsible data governance.