Date/TimeDate: 01/08/2018 - 02/08/2018
Time: 8:00 am - 6:00 pm
7th Annual Customer Experience Management Africa Summit
Business Led Customer Experience
1 – 2 August 2018 | Cape Town
CEM Africa is a meeting place for CX professionals and innovative CX solution providers. The show takes place on the 1-2 August 2018 at the state of the all new CTICC 2 in Cape Town, where like-minded customer experience experts and the top CX solution providers gather for an informative and educational summit with the common goal of improving customer experience across Africa. The event will provide a platform for like-minded CX professionals to showcase their industry knowledge as well as solutions to better the customer’s perception of the brand.
Generating a real return on CX initiatives
The 2018 edition of CEM Africa will focus on customer experience from a business led perspective. Understanding the need for clear and measureable returns and an accelerated impact on revenue growth, the summit themes are framed to facilitate these outcomes.
Driving Customer Emotions
Although brands may be liked or trusted, most fail to align themselves with the emotions that drive their customers’ most profitable behaviours. Some brands by nature have an easier time making such connections, but a company doesn’t have to be born with the emotional DNA of Disney or Apple to succeed. This session will investigate best practice applications of emotional motivators, story-telling to link emotions and creating consistency and relevance when driving customer emotions.
Customer centricity is an organisation wide prerogative and responsibility. True outside-in-cx is authentic, relevant and bound to the company purpose. This session dives into the practical application of customer centricity, how to tie emotion, measurement and data together in a workable strategy and how to prepare your employees to handle it all.
Extracting Value from Data
The rapid development of technology in CX has failed to produce a corresponding return. Much of this has to do with an over-prioritization on technology as opposed to the insights that it generates. Extracting value from data will examine how to draw the most out of your data and bring your CX strategies to life. This session will cover best practice case studies and how to leverage technology intelligently to get a more efficient and valuable return on investment.
It is clear that measurement is a key factor in allocating company resources and justifying investment in CX. Knowing where to focus and how to construct measureable initiatives is a major pain point for CX professionals. This session will explore what to measure and how to identify correlations between CX initiatives and business objectives to create a measurable customer experience strategy that delivers real business results.
Introducing the CEM Leadership Council
In an effort to ensure that CEM constantly and consistently offers the finest CX content on the continent we have created a council of CX leaders that will assist in keeping our summit at the forefront of customer experience. The Leadership Council consists of a select group of CX professionals who have been involved in the event for a number of years. Their guidance is our commitment to a more fruitful, knowledgeable and enjoyable experience at this year’s summit.
Prof. Adre Schreuder, CEO & Founder, Consulta & Sacsi
Mike Joubert , Founder, Billy Bo Group
Diane Magers, CEO, CXPA (USA)
Chantel Botha, Customer Experience Consultant, BrandLove
Julia Alfedt, Customer Experience Specialist, BrandUnion
Email: firstname.lastname@example.org / email@example.com
Twitter handle: @CEMAfricaSummit & @KineticEventsSA
Twitter hashtag: #CEM18