{"id":204851,"date":"2021-10-12T16:26:49","date_gmt":"2021-10-12T14:26:49","guid":{"rendered":"https:\/\/mypr.co.za\/?p=108645"},"modified":"2021-10-12T16:26:49","modified_gmt":"2021-10-12T14:26:49","slug":"multichoice-shoprite-woolworths-superbalist-and-others-to-share-lessons-in-customer-experience-cx-at-cem-africa-in-november","status":"publish","type":"post","link":"https:\/\/www.myza.co.za\/press\/multichoice-shoprite-woolworths-superbalist-and-others-to-share-lessons-in-customer-experience-cx-at-cem-africa-in-november\/","title":{"rendered":"Multichoice, Shoprite, Woolworths, Superbalist and others to share lessons in customer experience (CX) at CEM Africa in November"},"content":{"rendered":"
<\/a>
\u201cCovid pandemic showed that your customer can change in a heartbeat\u201d Photo: CEM Africa Summit<\/figcaption><\/figure>\n

Customer experience (CX) experts from some of the most recognised and successful brands on the continent, including Multichoice, Woolworths, Shoprite, Superbalist, African Bank, DHL and Rand Merchant Bank, will share their successes, failures and lessons learnt during the next edition of CEM Africa Summit, taking place from 10\u201311 November 2021.<\/p>\n

* CEM = Customer Experience Management<\/p>\n

\u201cCX is about managing the end-to-end journey that a customer experiences with a brand or solution that makes them feel heard and understood\u2014from touchpoint through to advocacy\u2014of a brand, a company, a solution and more,\u201d says Shannon Mackrill, co-founder of the CEM Africa Summit.<\/p>\n

According to Mackrill, over the last three to four years the importance of the customer has grown in this very specialised segment of consumer marketing: \u201cThe movement towards the gig economy and on-demand solutions has helped shape customer expectations of companies. This puts brands to the test, increases competition and forces them to perform better.\u201d<\/p>\n

He says the biggest lesson that the market has learnt during the COVID-19 pandemic is \u201cthat your customer can change in a heartbeat. It is not this thing or ideal that is constant. Your customers\u2019 needs change as technology and expectations do, and so should a brand or a business. The consequence will be falling behind and losing customers.\u201d<\/p>\n

ROI is key
November\u2019s CEM Africa Summit will gather heads of CX, marketing, MDs, owners of companies or business units. \u201cEssentially anyone who has an interest in their customers,\u201d says Mackrill. \u201cThey attend to expand their knowledge and more specifically to learn from others who have faced challenges or successes in managing their own customers experience, practical insights and real examples from those who are entrenched within the industry. ROI is key, as well as demonstrating the power that great CX has on customer retention and creation.\u201d<\/p>\n

Honest retellings of CX experiences
The CEM Africa Summit has been around for a decade and has played a leading role in South Africa\u2019s customer experience journey and has connected thousands of CX professionals over the years.<\/p>\n

States Mackrill: \u201cWe are proud of having been at the cradle of this discipline, way before CX was a consideration, let alone a job title; and until today it is still an event that helps shape the way people think about and engage CX in their daily work lives and has been essential to push the boundaries of understanding and shaping the experience a customer has with a particular product, solution and company.\u201d<\/p>\n

He adds: \u201cAs always we look forward to honest retellings of leading companies\u2019 customer-related experiences and projects. If they failed, how they failed and why. If they succeeded, explanation of their recipe for success. Panel discussions and keynotes, no death by power point, just real people telling real stories.\u201d<\/p>\n

He continues, \u201cthis sentiment was a tough sell in the early years, however, nowadays it is essential in the vision and growth of a company. We have also seen CX shift to include employee experience as a means of manifesting good customer experience.\u201d<\/p>\n

The 25+ CX experts in the CEM Africa Summit programme line-up include:
\u2022 AutoTrader: George Mienie, CEO
\u2022 Dischem: Lynne Blignaut, Group Loyalty and Customer Rewards
\u2022 CX Visionary: Steve Towers, Process Management & CX enabler
\u2022 Rand Merchant Bank: Mumbi Odambe, Head of CX and Design
\u2022 Rand Water: Kamohelo Potloane, Head of Customer Experience Development
\u2022 Shoprite Group of Companies: Kia Abbott, Rewards Programme Manager
\u2022 South African Tourism: Debbie Damant, Head Visitor Experience
\u2022 Superbalist: Brenda Zuma, Customer Service and Operations Manager
\u2022 Woolworths: Hanz Rauch, Head of Digital Online Products
\u2022 African Bank: Eloise Boezak, Head Customer Experience
\u2022 Multichoice: Clint Payne, Senior Manager, Customer Experience
\u2022 Majid Al Futtaim Group: Qaalfa Dibeehi, Dean of Customer Experience Leadership Institute<\/p>\n

Confirmed event sponsors so far include freshworks, Infobip, Insider, Rogerwilco and Verint.<\/p>\n

How to join them?
CEM Africa returns via a world-class virtual event platform offering access to the live keynotes, panel discussions and the agenda. Attendees will be able to engage with the speakers and participate in Q&A sessions, polls and surveys. They can also contact exhibitors via chat or video call, exchange business cards with other participants and download brochures. Register and access the full programme online.<\/p>\n

About CEM Africa
CEM Africa is the largest online CX event on the continent and is organised by Kinetic Events, which is a partner of The Vuka Group (formerly Clarion Events Africa).<\/p>\n

Dates and location:
Dates: 10\u201311 November 2021
Venue: Online<\/p>\n

CLICK HERE to submit your press release to MyPR.co.za<\/a>.<\/p>\n

Pages: Page <\/span>1<\/span> Page <\/span>2<\/a><\/div>\n

Source: MyPR.co.za<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"

\u201cCovid pandemic showed that your customer can change in a heartbeat\u201d Photo: CEM Africa Summit Customer experience (CX) experts from some of the most recognised and successful brands on the continent, including Multichoice, Woolworths, Shoprite, Superbalist, African Bank, DHL and Rand Merchant Bank, will share their successes, failures and lessons learnt during the next edition […]<\/p>\n","protected":false},"author":1,"featured_media":204852,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","ngg_post_thumbnail":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2}},"categories":[4584,9021],"tags":[3257],"class_list":{"0":"post-204851","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-africa-news-2","8":"category-mypr","9":"tag-mypr","10":"entry"},"jetpack_publicize_connections":[],"jetpack_featured_media_url":"https:\/\/www.myza.co.za\/press\/wp-content\/uploads\/2021\/10\/multichoice-shoprite-woolworths-superbalist-and-others-to-share-lessons-in-customer-experience-cx-at-cem-africa-in-november.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts\/204851","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/comments?post=204851"}],"version-history":[{"count":0,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/posts\/204851\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/media\/204852"}],"wp:attachment":[{"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/media?parent=204851"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/categories?post=204851"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.myza.co.za\/press\/wp-json\/wp\/v2\/tags?post=204851"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}