CX Jul 2024 Day 2

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08:30 remove 09:15
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Human-Centric Design Thinking

Thumbnail Moses Duma (MBA,HPS, CCXP,FCXP)

Emphasize the importance of human-centric design principles in crafting exceptional customer experiences. Explore methodologies such as design thinking, empathy mapping, and user experience (UX) research to understand and address the underlying needs and emotions of customers.

09:15 remove 10:00
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Hyper-Personalized Marketing Automation

Thumbnail Tebogo Legodi

Discuss strategies for leveraging marketing automation tools and techniques to deliver hyper-personalized campaigns and promotions tailored to individual customer preferences and behaviors. Explore the intersection of data-driven targeting, dynamic content generation, and automated workflows to drive engagement and conversions. 

10:00 remove 10:15
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Coffee/ Tea Break

10:15 remove 11:00
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"Total Experience"

Thumbnail Yugeshree Frylinck, CXPA

"Total Experience": Businesses are moving from Customer Experience to Total Experience to ensure we see the customer holistically, enhance business operations, break down the silos and use technology to seamlessly weave the Customer Experience (CX), the Employee Experience (EX), the User Experience (UX), and the Multi Experience (MX). We will discuss, “Why the change to Total Experience?” and, “How the Customer experience teams can evolve their relationships with the rest of the business”.

11:00 remove 11:45
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How do we establish competitive advantage?

Thumbnail Rob Fleming

Find out how the greatest organisations have consistently delighted their Customers to establish competitive advantage • Your product can be copied • Great Service is expected and only delivers Customer Satisfaction • Digital solutions enhance efficiency but do not delight the Customer

11:45 remove 12:15
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Ethical AI and Responsible Data Usage

Thumbnail 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.

12:15 remove 13:00
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Networking Lunch Break

13:00 remove 13:45
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Digital Identity and Personal Data Ownership

Thumbnail Mandla (Basani) Mbasane

Address emerging trends in digital identity management and personal data ownership, particularly in the context of increasing concerns around privacy and data protection. Discuss technologies such as decentralized identity, self-sovereign identity, and zero-knowledge proofs, and their implications for customer trust and control over personal information. 

13:45 remove 14:30
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Neuroscience and Customer Behavior Analysis

Thumbnail Trent Rossini

Explore the intersection of neuroscience and customer experience, leveraging insights from brain science to understand and influence consumer behavior. Discuss methodologies such as neuromarketing, biometric monitoring, and neurofeedback, and their applications in optimizing product design, marketing strategies, and customer engagement tactics.

14:30 remove 15:15
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Continuous Learning and Adaptation in CX

Thumbnail Vilashni Vandayar

Discuss strategies for building a culture of continuous learning and adaptation in customer experience management, leveraging feedback loops, experimentation, and iterative improvement cycles. Explore organizational frameworks such as agile, lean, and design sprints, and their application to CX innovation and optimization efforts.


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