Expert keynote speakers on board at the 2014 CEM Africa Summit

This year’s CEM Africa Summit will provide a platform for the region’s CX leaders to interact and bring together experts from leading organisations to address topical industry challenges. Dr Pieter Steyn the VP of Customer Research for Barclays Africa will share his insights in a keynote on The Service Value Chain and its Measures. Dr Steyn will also be joined by Klaus Lombardozzi, Customer Service Excellence Manager for Shell SA and Johan Etsebeth the National Head of Solution Delivery for Santam to take part in a panel that will discuss the practical means toMeasure your organisation’s performance from your customer’s perspective, not your competitor’s.

Ica van Eeden the Group GM of Customer Experience and Engagement for Sun International will also share her insights on Big Data Analytics and the Customer Experience in a keynote that will highlight how the right analysis of big data can result in greater insight into customer behaviour and the touch points that really impact customer experience.

No stranger to customer experience, Ica has been critical to the implementation of 7 large scale CRM projects for companies such as FNB, RMB Private Bank, eBucks, and WellPoint (US). She also assisted the Department of Trade and Industry with the strategic positioning of South Africa in the BPO and Customer Contact Centre space.

In addition to speaker sessions, the 2 day CEM Africa Summit will play host to a number of workshops to be delivered by Microsoft and returning gold sponsor, Interactive Intelligence amongst others. Attendees can select workshops with the solution provider of their choice and these sessions are designed to maximise Q&A time with the audience and give attendees the opportunity to raise their questions with IT experts and peers alike.

Attendees will also be able to discover and compare the latest IT developments available for all scopes of CX needs in the innovation display area. Providers such as InQuba and Ninzi will be showcasing their solutions and will have a team of experts on hand to discuss and exchange ideas with attendees.

Join us to find out more at the 3rd edition of The CEM Africa Summit on the 13-14 May 2014 in Cape Town. You can also continue the discussion on Kinetic’s Linkedin group for this event: Customer Experience Management Africa.

Sign up to become a delegate and take part in 2014’s most important discussion on Customer Experience. The 2014 CEM Africa Summit is taking place in Cape Town on the 13-14 May 2014.

Visit or contact Marcia van Jaarsveld on+27 21 555 0866 or [email protected] Follow @KineticEventsSA on Twitter for daily updates. #CEMAfrica

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Expert keynote speakers on board at the 2014 CEM Africa Summit