Why the event

Customer experience is the new battleground many companies lack agile, responsive customer relationship mechanisms to match their growth ambitions. Customer experience programs are often seen as a cost, rather than a way to build value.

The customer data and insights organisation collect should not only be used for overall strategies and product development. Organisations need to leverage on this data to foster their day to day interactions with the market.

Few Surveys reveal only 60 percent of organisations leverage on customer data; Offering a great customer experience is not only inclined to a range of services and a good relationship framework. Organisations need to be able to analyse the customer lifestyle, trends, hobbies and behaviours. An organisation that takes this into consideration is able to identify services that are customised to a specific customer. Analysis of the customer data and benchmarking will drive innovation and disruptions. This will optimise product development. There is sharp contrast as organisations surveyed revealed that 85 percent of organisations surveyed use customer data when forging the company overall strategy. It was also revealed that 15 percent do not use customer data when forging strategy.

Customer expectations are being redefined every day and the ability to meet basic expectations is table stakes. We are increasingly being offered experiences that are highly customized, whether it is companies like Amazon who provide variety of delivery of goods at lightning fast speeds, or services like Spotify that are able to understand musical preferences and tailor playlists. Personalization at scale will continue to grow as a trend that will enable distinctive and memorable experiences.

The most successful companies will be those that put the customer at the heart of everything they do. It is positive to see that customer experience leaders are influencing other departments including product design and marketing. However, for companies to truly succeed a documented strategy and process of information sharing is critical

Event Highlights

  • One day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy
  • Focused talks on CX by inspirational thought leaders
  • Special focus on Call-centres , which form an important part of CX
  • A Special focus on Digital and Technology the most relevant subset of CX today
  • Learning's from managing CX in a digital pure play model
  • Focus on technologies like AI and VR to promote better CX
  • Measuring CX in different models
  • Understanding how to drive profitability of your CX initiatives

Why should you attend?

  • Learn from the region's top CX and contact center experts
  • Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
  • Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

Who should attend?

Job Titles

  • CXO's
  • Country Heads
  • Regional Heads
  • VP
  • EVP
  • SVP
  • Directors
  • Heads

Enterprises

  • Customer Experience
  • Contact centre
  • Data and Analytics
  • Digital Transformation
  • IT
  • Customer Service Quality
  • Customer Service
  • VOC

Be part of the West Africa's only CX and Contact Center event hosting more than 100 top CX and Contact Centre experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

Who will you meet?

  • Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
  • Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
  • Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

  • Artificial Intelligence
  • Big Data & Analytics
  • Business Intelligence and Reporting
  • Business Process Management
  • Customer Experience Management
  • Customer Experience Consultants
  • Customer Journey Mapping
  • Customer insight
  • Data Quality Enhancement
  • Customer Satisfaction monitoring
  • Employee Engagement
  • Loyalty and Rewards
  • NPS
  • Outsourced Call Centres
  • Predictive Analytics
  • Robotics and Process Automation
  • Social Media Management
  • Software and IT
  • VOC
  • Voice of Employees

Who's Speaking?

Hartley Chuba

Head Analytics, Customer Experience Group

Access Bank

Ubong Nkanta

Head Of Customer Experience

Hygeia HMO

Oluseyi Folarnmi

VP Customer Experience

Cars45

Uti Ellu Head,

Customer Engagement,

Allianz Nigeria

Mayowa Adebayo,

Chief Marketing Officer,

Wakanow

Jerôme Jean-Angèle

Account Executive

Zendesk

Joshua Chibueze

Co-founder & CMO

PiggybankNG

Olanrewaju Ogundojutimi

Head Customer Experience

Transport Services Limited

Uzo Mkparu

Group Head - CR

Customer Analytics & Insights

Ali Shabdar

Regional Director M

Zoho

Osakuade Ifeoluwa

Founder & CEO

NEO360 Africa

Our Partners

Associate Sponsor

CX Round Table Partner

Media Partners

AGENDA

Contact us for speaking opportunities

Time Session

8:00 - 09:10

09:10 - 09:15

09:15 - 09:30

09:30 - 09:50

09:50 - 10:10

10:10 - 10:30

10:30 - 11:00

11:00 - 11:45

Panel Session

Having CX as Part of your Organization Core Strategy differentiator amidst market disruption

  • Measuring ROI for your CXO
  • Embracing disruption and implementing continuous innovation across multiple touch points to facilitate your customer
  • Rethinking solutions from Customer viewpoint rather than the traditional product centric view
  • Involve multiple stakeholders to understand and address the need to have CX as part of your core Business strategy
Panelist

Uti Ellu, Head, Customer Engagement,
Allianz Nigeria

11:45 - 12:10

Focal Point: ROX (Return on Experience)

  • Revisiting customer experience and adding employee experience to the mix
  • Digital transformation in the context of customer experience
  • Implementing and measuring experience-related metrics across the business
  • Bringing everyone onboard and getting ready for change
Speaker

Ali Shabdar, Regional Director M,
Zoho

12:10 - 12:30

Focus Panel Session Start Ups

Is CX the Game Changer or the Key Enabler of Success in Startups ?

Moderator

Mayowa Adebayo, Chief Marketing Officer,
Wakanow

Panelists

Joshua Chibueze, Co-founder & CM,
PiggybankNG

Osakuade Ifeoluwa, Founder & CE,
NEO360 Africa

12:30 - 1:15 PM

Panel : Contact Centre – A powerful tool to transform the success of a brand in today’s digital world

  • Leveraging your human touch advantage at the call centre to enable empathetic conversations
  • Managing negative experiences & turning them around to positive ones
  • Giving customer-facing teams the training they need to treat each customer interaction with care and empathy
  • Exploring new age technologies like AI, RPA and Chatbots to assist customer 24*7, while also ensuring seamless experience across the channels, using one customer view
  • Transforming customer service to resolve queries faster and more cost-effectively
Panelists

Ubong Nkanta, Head Of Customer Experience,
Hygeia HMO

1:15 - 2:15 PM

2:15 - 3:00 PM

Round Table Discussions

  • Discussion 1 - Blending CX with Technology
  • Discussion 2 - Kick Starting a CX focused culture within the organisation
  • Discussion 3 - Engaging Customers on Social media

3: 00 - 3:20 PM

3: 20 - 3:40 PM

3:40 - 4:00 PM

Does your Data & analytics contribute to CX and eventually your bottom line?

  • Data and insights for a superlative CX Translating the dark and untouched data to business value
  • Infusing customer insights into the organisation to promote customer connectedness
Speaker

Uzo Mkparu, Group Head - CR,
Customer Analytics & Insights

4:00 - 4:30 PM

4:30 - 5:15 PM

Round Table Discussion

  • Discussion - 1 AI, Chat Bots Vs The Human Touch
  • Discussion - 2 Customers your Brand Ambassadors
  • Discussion - 3 CX in your Team's DNA , What the Role of HR

5:15 - 5:45 PM

Time Session

10: 30 - 1:30 PM

2:30 - 5:30 PM

Conference Location

Lagos, Nigeria

Hotel Information

The Continental, Lagos

Contact


Address

B2-306 Elita Promenade
JP Nagar 7th phase
Bangalore 560078

Reach us on: +91 8049521553

Write to us: [email protected]