ITWeb CX Summit 2021 Webinar

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Agenda

Agenda

09:00

Welcome and scene-setting

Eldon Phukuile , Senior Partner: Customer Experience Practice, The CX Group| Board Chairperson,, Customer Experience South Africa (CXSA)

09:10

International Keynote Address: How to digitally transform with the customer in mind

Steve Towers , (ACXC, CPPC), CEO & Founder, BP Group

09:50

How the COVID-19 pandemic led to the rise in Tele-health

10:30

Break

11:00

Panel Discussion: How customer experience forms an integral part of every organisation’s digital transformation journey

11:40

The need for enhanced cyber-security for the digital customer to have peace of mind.

12:10

Keynote Address: How to handle data transparency and data privacy to inspire customer confidence and trust

Track 1: Technologies driving CX centred digital transformation

13:35

Chairman's welcome

Eldon Phukuile , Senior Partner: Customer Experience Practice, The CX Group| Board Chairperson,, Customer Experience South Africa (CXSA)

13:40

Leveraging cloud technologies for enhanced and effortless CX

14:10

The rise of chatbots and virtual assistants

14:40

Break

15:10

CX/Call centre automation with AI, ML and IoT

15:40

The rise in contactless and self-services

16:05

Wrap-up and close of conference

Eldon Phukuile , Senior Partner: Customer Experience Practice, The CX Group| Board Chairperson,, Customer Experience South Africa (CXSA)

Track 2: Nurturing a companywide CX culture

13:35

Chairmans Welcome

13:40

The role of analytics in enhancing Employee Experience (EX)

14:10

How Omni-channel CX has become a non-negotiable customer expectation.

Veronica Onoja-Babayemi , Vice President & Customer Experience Director, Airtel Network Limited

14:40

Break

15:10

How to adjust and adapt to the accelerated rate of digital disruption as a CX professional?

Estie van Der Watt , Executive Manager: Customer Experience, LAWtrust

15:40

Breaking down siloes and nurturing a companywide customer-centric culture

16:05

Wrap-up and close of conference from the Chairman