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a walk down memory lane...
2007 saw many intriguing presentations by key industry, and branding, leaders. Do you remember:
- Clem Sunter, Anglo American Chairman’s Fund
- Kevin Utian, Nandos
- Gidon Novick, Kulula.com
- and the unforgettable Geno Church, Brains on Fire, United
States of America
› have a look at Geno's blog
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Co-located with Contact Centres World Africa 2008
This year we are pleased to offer you the opportunity to zone into the core of your customer interactions - the call centre. We present Contact Centres World Africa 2008 from 18 - 22 August.
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Programme
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21 August 2008 - Customer Management World Africa 2008
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8.30am | Chairperson’s opening remarks
Justin Nurse, Director, Laugh it Off, South Africa
| | TRENDS & INTERNATIONAL BEST PRACTICE |
| 8.45am | Keynote address: Customer management as the cornerstone of your business processes
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How to create a passionate fan base from within your organisation, and how to embrace the fans you already have
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How to adopt ‘The Fan Cycle’ and practical tools on how to implement within your organisation
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Where to look for fan-based opportunities and the process to engage them
Geno Church, Chief Inspirational Officer, Brains on Fire, United States of America
| 9.15am | Keynote address: Trend watching for successful and
profitable return on customer investment
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How do organisations need to flex and adapt to the rapidly changing needs of the 21st century customer?
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Bringing your customers back to life through relevant experiences
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Making relevant and efficient service a reality
Andrew Miller, Director, Idea Engineers, South Africa
| 9.45am | U-Turn: Create your own conference agenda
This is your turn to un-conference your conference experience! Personalise your learning by telling us the top 5 concerns that keep you awake at night – and nominate, from all the speakers and delegates present, who would give you the best answers!We will aggregate everyone’s votes – and announce the topics and speakers for the U-Turn discussion.
| 9.50am | Morning refreshments
| 10.15am | Making the most of free advice – the customer always
knows best!
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What are your customers saying about you?
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Using real-time customer feedback to enhance your service
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Inserting customer feedback into the heart of your strategy
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Driving retention feedback through customer acknowledgement
Moshe Sohaba, Chief Executive Officer, Dontgo, South Africa
| 10.45am | Panel discussion: Onward in the quest for satisfaction – is it in vain?
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Focus on the customer – who is your customer and what are they up to?
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What does customer satisfaction actually mean in implementation terms?
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Ensuring flexibility in your operations
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What are your current challenges?
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Success stories from the panel
Kgomotso Lekola, General Manager in charge of New Markets, Mutual & Federal, South Africa
Mso Gumbi, Customer Services Head, DHL International (PTY) Limited, South Africa
Moshe Sohaba, Chief Executive Officer, Dontgo, South Africa
| | MULTICHANNEL INTERACTION INITIATIVES |
| 11.15am | Next generation marketing: Google – enhancing the digital
customer experience!
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Evolution of customer expectations – advertising for the user,not too the user
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What does the future of customer interactions look like?
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Online tools that create platforms for brand immersion vs. simply brand presentation
Stafford Masie, Country Director, Google, South Africa
| 11.45am | Networking luncheon
| 12.45pm | 8 steps to an exceptional customer experience
- Establish a knowledge foundation
- Empower customers
- Empower frontline employees
- Offer multi-channel choice
- Listen to your customers
- Design seamless experiences
- Engage proactively
- Measure and improve continuously
Mike Smith, Vice President Channels and Public Sector, Europe, Middle East and Africa,
RightNow Technologies, United Kingdom
| 1.15pm | Case study: Adding a human face to the customer experience through ‘blogging’
- Integrating blogging with (CRM) customer relationship management
- Online reputation management
- Putting your reputation on the line for the sake for your customer
- Understanding your customers and meet them at a level where they relate
Rob Stokes, Managing Director, Quirk eMarketing, South Africa
| 1.45pm | Things that keep you awake at night
| 2.30pm | Afternoon refreshments and speed networking
| | EMBRACING THE ‘EXPERIENCE’ IN CUSTOMER EXPERIENCE |
| 3pm | Case study: Ensuring a maximised customer experience
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Taking an depth look at customer processes
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How to keep your customers on their toes
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Thinking out of the box when it comes to customer management
Mso Gumbi, Customer Services Head, DHL International (Pty) Limited, South Africa
| 3.30pm | Keynote address: Customer as a listener
Jeremy Mansfield, Radio Personality, 94.7 Highveld Stereo, South Africa
| 4.15pm | Panel discussion: A focus on customer centricity – the good, the bad and the honest
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Exploring the truth about our customers
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The intricacies of handling each customer as an individual
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Effectively serving customers and overcoming the ‘fickle’ element
Tim Meara, Head of Customer Care, iBurst, South Africa
Pumi Sithole, Head of Customer Care, Neotel, South Africa
Adrienne Swift, Head of Operations, eBucks, South Africa
Yaron Assabi, Chief Executive Officer, Digital Solutions Group, South Africa
| 5pm | Chairperson’s closing remarks and close of conference
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Justin Smith
Author, Facebook Marketing Bible, United States of America
Stafford Masie
Country Director, Google, South Africa
Jeremy Mansfield
Radio Personality, 94.7 Highveld Stereo, South Africa
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