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?

Francis Sirus

Regional Head-Africa

Freshworks

Udaya Kumar

Manager, Customer Success

Zoho

Ubong Nkanta

Head Of Customer Experience

Hygeia HMO

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

Osakuade Ifeoluwa

Founder & CEO

NEO360 Africa

Veronica O. Onoja

Customer Experience Director

Airtel Nigeria

Okenla Christiana

Head, Customer Experience & Advocacy

IpNX Nigeria Limited

Oladimeji Opeseyitan

Customer Experience Manager

9Mobile

Ivy Ikpeme-Mbakwem

Chief Experience Officer

Africa Prudential Plc

Kolawole Oyeyemi

Head of Customer Experience

MTN Nigeria

Femi Olaiya

Head of CX Tools, Process and Projects, Sub Saharan Africa

DHL Express

Our Partners

Associate Sponsors

CX Round Table Partner

Media Partners

Conference Location

Lagos, Nigeria

Hotel Information

Update Soon

Contact


Address

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

Reach us on: +91 8049521553

Write to us: [email protected]