Speaker


Omphemetse Sephoti

Omphemetse Sephoti

Principal Specialist: Continuous Improvement and Customer Experience Design, Vodacom

Omphemetse is a qualified Industrial Engineer and has obtained his Master of Philosophy Degree in Engineering Management. He successfully completed his Absa I Lead program through Duke Corporate Education in May 2012.

He has been involved in business process improvement initiatives throughout his career in the manufacturing, supply chain management, banking, and Insurance and Telecommunications sectors. Omphemetse has served in the South African Institute of Industrial Engineering, and has participated in various committees

Omphemetse has gained invaluable experience in the following fields: Operations Management, Continuous process improvement, Supply Chain Management (Transport and Distribution), Business Process Re-Engineering, Engineering Management, Quality Assurance Management and People Management.

Omphemetse is passionate about Innovation, Customer Experience, Total Quality Management and embedment of sustainable solutions within the business operations.

Omphemetse Sephoti will be speaking on the following topic:

12:20
CASE STUDY: How to enhance customer experience design through the usage of Business Process Re-engineering and leveraging RPA capabilities.

During the past couple of years, Vodacom has embarked on a journey of enhancing its Customer Experience (Design Thinking Techniques) by integrating with the robotic process automation (RPA) and other automation solutions where applicable. The discussion will centre on the lessons learnt in the process, and what a relationship between business, business process re-engineering and RPA operations entail.

  • Focusing on user experience and operational excellence as value drivers when implementing Process Improvement Solutions, while leveraging the Chatbot, RPA programs.
  • Using alternative automation to simplify and enhance customer experience etc.

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