The anticipated Customer Experience Management Africa Summit will be held in Cape Town from 2 to 3 August 2012 at the African Pride 15 on Orange Hotel. The event will bring together Africa’s industry leaders, and provide a unique platform to build relationships, share ideas and most importantly, to do business. The summit is produced and hosted by international business-to-business conferencing company, Kinetic Events.
Companies that compete within the customer experience industry consistently outperform their peers. When taking conducting a more in-depth analysis into the motivation behind this challenge; it will not matter what your enterprise claims your organisation’s brand to be, it inevitably comes down to your customers determining your real brand by what they experience when dealing, both directly and indirectly, with you. The customer will communicate the best and worst experiences to not only their family, but their friends and colleagues, resulting in the increasingly industry trend that is ‘word of mouth’. If the customer service experience is not consistent with what you claim, your brand messaging will be relegated to a mere slogan.
Today’s smart organisations understand that the contact centre is a strategic asset for delivering customer experiences that will inevitably grow the enterprise; the bottom line is that what happens in the contact centre can either build stronger customer relationships and ultimately advocacy. On the negative; those contact centre experiences can break down or even destroy vital customer-brand relationships. To be successful, every person, process and technology within your organisation needs to be aligned with the reality that the contact centre is possibly the most critical tool you have for delivering exceptional customer experiences.
The daily challenge of breathing life into your brand and maintaining a returning consumer is at the forefront of industry debate among senior executives and customer service process model engineers. Although consumers are increasingly demanding instant gratification and complete satisfaction through enterprise interaction, a consumer rendered satisfied may not necessarily be a loyal brand advocate. Understanding the fundamental values of your customers’ voice and enterprise communication strategies will ensure your business promise is effectively communicated and fulfilled through the eyes of the end-user.
The CEM Africa Summit is set to explore technological industry advancements currently available, assisting your enterprise in adopting customer experience techniques which allow you to differentiate your brand within the industry.
For more information, to register to attend, comment or photographs, visit www.cemafricasummit.com or contact Shaunei Meintjes on +27 21 555 0866 or [email protected]. Follow @ITLeadersAfrica and @KineticEventsSA on Twitter for daily updates and news feeds.