CEM Africa Summit concludes
CAPE TOWN – THE third Customer Experience Management Africa Summit has ended in Cape Town where more than 150 professionals in the industry converged.
The CEM Africa Summit provided a platform for the region’s most influential professionals to interact.
Kinetic Events organised the event.
In his opening keynote, Dr Pieter Steyn, Vice President of Customer Research for Barclays Africa discussed the Service Value Chain and its measures and reflected on the importance of the event in stating that ‘customer satisfaction is a lead indicator in revenue growth’.
Prominent author, Stan Phelps, gave attendees tips on how to differentiate and stand out in a sea of “sameness” to customers.
Nicholas Barenblatt, the Group Marketing Manager for Protea Hospitality Group also touched on this theme and stated the importance of leveraging word of mouth by creating innovative signature extras for the customer in his keynote on, “How to make your customers ambassadors for your company.”
The innovation display area enabled attendees to connect with industry providers and peers and indicated that the real value at this event was in the networking.
Other industry providers including Avoxi, Ninzi Connect, InQuba and Interact RDT demonstrated solutions that covered the central themes on the event agenda: Big Data Analytics and the Customer Experience, Measurement in the Contact Centre and Business Process Outsourcing.
– CAJ News
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