Mark Angus

CEO & managing editor, Knowledge Executive

Networker, researcher and strategist, Mark Angus is the CEO and managing editor of Knowledge Executive, a Pan African-to-global research and media firm. Knowledge Executive has been operating in the media and research sector for 25 years.

Since its inception in 1993, Mark has overseen the publication of magazines such as PC World Zimbabwe, PC World Southern Africa, Knowledge Executive Business Process Outsourcing (BPO) Journal, Microsoft Africa Magazine and IBM Africa Magazine. The company has also published commissioned research reports on behalf of the International Data Corporation (IDC), IBM for East, West and Southern Africa, Innovation Group, Servest, AdCorp, Genesys and BPeSA.

Mark has directed the creation and production of various syndicated qualitative surveys and quantitative reports, including the 2017-2018 Finance & Accounting Outsourcing Market Intelligence Survey, the 2018 Human Resource Outsourcing & Employee Experience Market Intelligence Survey and the 2015-2016 Knowledge Executive Business & Market Insights for BPO, Contact Centres, Marketing & Social Businesses.

Mark has presented as a strategist, editor, researcher and futurist at many global conferences and events, including for organisations such as the IDC, the Luxury Marketing Council, Marketing Mix, Customer Experience World and IBM. He has also moderated and event managed (with his team) global webinars and events for organisations such as Deloitte, Dimension Data, Innovation Group, SPi CRM, Calabrio, WNS and Ryan Strategic Advisory.

In addition to his background in publishing and marketing, Mark has extensive experience and qualifications in journalism, market research, digital and content marketing, and mass media communications. He is a published author of children’s books, with a fictional children’s series currently under review.

Mark Angus will be speaking on the following topic:

15:15

Genesys Cloud Transformation Contact Centre Survey

Mark will reveal the latest results of this forward-looking survey (commissioned by Genesys) that confirms that the deployment of cloud-computing technology in the African contact centre industry is growing and maturing with organisations adopting hosted, virtual and Contact-Centre-as-a-Service (CCaaS) solutions. However, a lot of work still needs to be done for further transformation to take place. Join this session for a deep dive intoCloud Transformation in African Contact Centres, Employee Engagement, Customer Engagement, Pain Points & Challenges and Technology Service Provider Requirements.