Why is cx transformation VIRTUAL SUMMIT

As countries worldwide continue to manage the impact of the COVID-19 crisis, survival remains top-of-mind for businesses in every market. Businesses that emerge from the lockdown period more or less intact will have a second problem - how to regain traction in a recessionary environment and reengineering CX to suit the current situation.

Planning for the coming days using targeted and actionable customer insights will be the key for businesses to hit back faster post-COVID.

In this conference, led by top CX experts from around the world will discuss future of CX, benefits of using insights from data to create seamless CX, latest advancements in CX with machine learning and Artificial intelligence. Most importantly leading CX through a disruptive crisis

Customer Experience (CX) data collection and analysis is baked into the operation of most businesses. Maximum business-benefit comes from mastering the art of using insights from this data to create seamless experiences where customers feel valued, heard and validated.

Turning information gained from new technology like artificial intelligence, machine learning and image recognition into innovations that improve the customer experience will gain businesses a competitive advantage in the coming months and years.

Top Priority for Enterprises to Invest in Customer Experience even in an economic downturn According to Everest Group Survey.

Event Features

Delivering new customer experiences has become the centrepiece of many enterprises’ strategies to achieve sustainable growth. In fact, our research indicates that 89% of enterprises are using digital technologies to redefine customer experience, allocating as much as 30-35% of their marketing budget to experience design. And this share is expected to increase to 50-55 by 2022.

- Everest Group

Key Topics

Key Takeaways

  • Leadership: Understand the importance of customer-centric leadership to drive customer experience (CX) culture from within. Learn to lead CX through this disruptive crisis and how to emerge as a winner post lockdown.
  • Strategy: Understand the importance of investment in people, process and planning before investing in technology.
  • Technology: Learn how to unify customer data across all your internal systems to engage with customers across all touchpoints.
  • Learn: Stay one step ahead of the customer by understanding and realistically delivering what tomorrow’s customers want - today!
  • Capture more value from NPS and from other options that suit your business needs.
  • Drive value to the customer through social media to create a lasting impression.


  • Job Titles
  • CXO's
  • CCO
  • Country Heads
  • Regional Heads
  • Directors
  • SVP
  • EVP
  • VOC’s
  • Departments
  • Customer Experience
  • Marketing
  • Contact centre
  • Digital Transformation
  • Data and analytics
  • Digital Transformation
  • IT
  • Customer Service
  • What’s different
  • Live Audience polling with Gamification
  • Post Event PPT’s and report
  • Live Recording of the Session

Envisioned Speakers

Mumbi Odame

Conference Chairperson

Rand Merchant Bank

Sachin Bhatia

Co-Founder & Global Sales & Marketing Head


Yugesh Frylinck

Chief Experience Officer

The CX Group

Marc Emert

Solutions Specialist

SAP Customer Experience

Pieter van Eyssen

Principal Solution Consultant


Sheila Mugusia

Chief Manager CX

Kenya Revenue Authority

Ivy Ikpeme-Mbakwem

Chief Experience Officer

Africa Prudential Plc

Christiana Okenla

Head, Customer Experience & Advocacy - ipNX Retail

ipNX Nigeria Limited

Femi Olaiya

Head of CX Tools, Process and Projects

Sub Saharan Africa

Kolawole Oyeyemi

General Manager Customer Experience

MTN Nigeria

Dorothy Jumba

Head of Customer Experience

HF Group, Kenya

Edna Maritim

Head of Marketing, E-Commerce and Customer Experience

Vivo Woman and Shop Zetu

Roland Naidoo

Head of Customer Experience

HF Group, Kenya

Seema Dhanani DeSouza

Deputy Director, Group Customer Experience

NCBA Bank Kenya PLC


Gold Sponsors

Series Sponsors

Series Media Partners

Time Session

12:00 PM - 12:05 PM

12:05 PM - 12:15 PM

12:15 PM - 12:35 PM

12:35 PM - 12:55 PM

Sell Faster and More to your Digital Customer

Pieter van Eyssen, Principal Solution Consultant, Genesys

1:00 PM - 01:25 PM

“How to build an Intelligent Enterprise in an Experience Economy”

Marc Emert, Solution Specialist, SAP Customer Experience

01:25 PM - 02:10 PM

CXO Panel:

Discussion on current CX disruptions and strategies adopted to navigate through current challenges.


Sachin Bhatia, Co-Founder, Global Sales & Marketing Head, Ameyo


Ivy Ikpeme-Mbakwem, Chief Experience Officer, Africa Prudential Plc

Femi Olaiya, Head of CX Tools, Process and Projects, Sub Saharan Africa, DHL Express

Edna Martim, Head of Marketing, E-Commerce and Customer Experience, Vivo Woman and Shop Zetu

Seema Dhanani DeSouza, Deputy Director, Group Customer Experience, NCBA Bank Kenya PLC

02:10 PM - 02:30 PM

Time Session

12:00 PM - 12:05 PM

12:05 PM - 12:15 PM

12:15 PM - 12:35 PM

12:35 PM - 12:55 PM

12:55 PM - 01:25 PM

Are Contact Centers Relevant as CX Transforms in Post-COVID era?

Sachin Bhatia, Co-Founder & Global Marketing & Sales Head, Ameyo

01:25 PM - 02:10 PM

CX Panel:

Reinventing customer experience in a post-COVID virtual world

  • Opportunities to create CX during COVID
  • Ways to adapt to the new normal
  • Building capabilities for fast-changing environment
  • Keeping a check on real-time changing Customer preferences


Yugesh Frylinck, Chief Experience Officer, The CX Group


Sheila Mugusia, Chief Manager CX, Kenya Revenue Authority

Okenla Christiana, Head, Customer Experience & Advocacy - ipNX Retail, ipNX Nigeria Limited

Roland Naidoo, Head of Customer Operations Support, MultiChoice South Africa

Dorothy Jumba, Head of Customer Experience, HF Group, Kenya

02:10 PM - 02:30 PM

CX Round Table:

Leading CX through the disruptive crisis

  • How can CX leaders play a role in leading through this crisis
  • Planning for next-generation CX operations
  • Maintaining consistent experience across multiple channels
  • Listening to customers across all channels and redesigning CX

02:30 PM



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+91 72592 98786

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