South Africa’s leading organisations are enhancing their customer experience (CX) strategies through adopting new technologies while still remaining human-centric.
To help organisations do this, as well as gain CX technology insights, ITWeb is hosting a webinar series on 'Humanising the Digital Experience' on 6 and 7 October. Attendees will learn how to enhance their organisation's agility to meet customer demands and navigating a changing marketplace.
On day two, the first keynote address, ‘How to realise ROI in your CX initiative’, will be presented by Yugeshree Frylinck (CXPA), customer experience officer managing consultant, strategist and founder at The CX Group. According to her, practically every business leader today knows the importance of delivering a great CX, yet there’s a huge gap between knowing this and having the ability to deliver on it.
Frylinck will address this issue and explain how to build the business case for a CX initiative.
Marnitz van Heerden, head: Group Customer at Hollard, will discuss making a digital experience human and will present several case studies and other examples to show how this theory is practically implemented.
Ricardo Saltz Gulko, MD and founder of Eglobalis Information, will be presenting on ‘How to reignite the human experience through change, innovation, complexity, and simplicity in order to regain adoption and growth'. It is his view that we live in a state of chaos and that personally, and professionally, we all have, and will continue to experience the disruption that chaos brings. However, he says we can combat professional chaos through adopting simplification, embracing change and adaptability and refocusing our efforts on CX and EX.
Pieter van Eyssen, principal solution consultant at Genesys, says the average conversion rate from qualified lead is only about 2% because businesses are drowning in data and are not using the human touch in a smart way. In his talk titled ‘Sell faster and more to your digital customer’, he will discuss how AI can help by predicting outcomes and triggering engagements.
Pranen Reddy, executive head: eCommerce Enterprise, at Vodacom, will give a talk on ‘The big difference between a multi-channel and a omni-channel approach to CX'. He says while everyone is familiar with terms such as CX, UX and UI, they often struggle to translate off a whiteboard into execution. He will discuss the base principles on business intention, the approach to creating the experience, what businesses will need to do, and why this matters.
‘How to build experiences in a legacy environment’ is the talk to be presented by Maja Smith, customer experience manager at Ford Motor Company SA. For her, the question is are legacy organisations able to transform as fast as our customers are transforming or will they get left behind? She will argue that the ‘legacy’ in legacy organisations may need to be unbundled before impactful CX can take effect.
Other sessions for the day include ‘Delivering personalised service with data analysis’, a Case Study on ‘Using customer analytics to enhance customer experience’ and ‘The role of new technologies in enhancing CX Session’.
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