• Exceeding customer expectations and creating a memorable experience beyond satisfying needs
• Understanding and anticipating customer needs, being responsive, and consistently delivering exceptional service
• 5 Biggest CX Fails, and How Can we Fix It
  

How does CX drive customer decisions? This panel of experts will look at the drivers for customer satisfaction and draw out a priority list. How to build a competitive advantage in a market that is price-sensitive, socially conscious and impatiently looking for the next big thing.

Nothing like a healthy debate that measures the CX factor against other purchase drivers like price, positioning and convenience.

Many brand leaders talk about personalisation but few are able to implement it. Why is personalisation such a challenge? This session will show rather than tell the audience about what it takes to bake personalisation into the experience.

• How to give customers a tailored experience and what it looks like backend
• Toeing the line in a privacy-first landscape, and the cookieless future
• Leveraging artificial intelligence to do the hard work, and add operational scale

Tracking changing customer preferences through data analysis is a valuable strategy for businesses to stay agile and responsive to evolving market trends. But are we asking the right questions?

• Understanding what CX leaders need to look for in the data
• Speaking the same language as the data science team
• Finding insights and acting on them

Does CX investment count towards the bottomline? Business stakeholders are impatient to know how, and CX leaders are under pressure to build their case. 

This session will talk about measuring the Return on Investment (ROI) on Customer Experience (CX) investments as a critical metric. Does CSAT need an upgrade?  Let’s open for debate.

Keep a lookout for signs and symptoms. By adopting a more balanced approach to customer acquisition and retention, businesses can reduce the "leaky bucket" effect. This session will be a guide to CX in alignment with the business plan to create a more sustainable and profitable customer base.

Technology investment is rarely a one-person decision. What do leaders in data, infrastructure, finance, and customer experience need to agree on when making the right choice? 

• What is in the CX tech stack, factors to consider when choosing solutions
• Onboarding teams, setting up metrics to judge success and measuring CX or business outcomes. 
• The pilot phase, what to look for and how to optimise 
• How to use tech to help you grow, and grow with your business

Under PoPIA it is the Responsible Party that bears the compliance burden and accordingly the consequences of non-compliance, which may include the risk of fines. But the reward is valued much higher than the risk in this case. South Africa is at a tipping point, in many ways, first-movers who not only prioritise customer data safety but pave the way for how consumers feel about brands having access to their data, will win customer share of hearts and wallets. 

• Third-party operators, and anonymised data compliance      
• Consent management and the evolving global data laws
• Baking privacy into products and rhetoric

How does one train LLMs to mimic brand voice while carrying a conversation to a resolution? It’s all about training your chatbot or virtual assistant to stick to the script or deviate within reasonable boundaries.

Conversational AI creates the opportunity to upsell, cross-sell and inject data, and read real-time sentiment scores into machine-human interactions.

This fireside chat will talk through the business opportunities and guardrails that CX leaders need to be aware of.

Enough talk, let’s act on integrating Generative AI into the CX function. The speaker will talk about infrastructural and team alignment to make the most of LLMs and its impact on CX goals. 

• Using AI to make everyone a data maestro  
• Connecting the data dots to action personalisation in real-time
• Adding scale via automation for better response time

Dealing with large volumes of calls, high operational costs, and higher attrition? The answer may lay in how your agents feel about the organisation. The speaker will share a guide to elevating customer service training and instilling a customer-centric mindset throughout your organisation. Can technology help automate mundane tasks, accelerate triage and get the most from your agents? Empower employees  to handle diverse customer interactions, resolve issues, and reduce call resolution significantly.

Transformation is a two-way stream. Upstream integration involves harmonising customer data from diverse sources, such as marketing, sales, and product teams. On the other hand, downstream integration ensures that customer interactions and feedback are effectively communicated across departments, enabling a unified approach to address customer needs. This session will talk about;

• The wealth of data generated by customer service teamsCross-functional collaboration to identify areas for improvement, and drive innovation
• Addressing the challenge of business unit (BU) walls