CX TRANSFORMATION WEBINAR SERIES BY

13 May 2020, 11 AM - 12:00 Noon RSA Time

WINNING IN THE EXPERIENCE ECONOMY - COVID 19 IN CONTEXT BY

Joseph Kanyua

Joseph Kanyua


Joe takes care of Customer Experience and Innovation domains at SAP East/West Africa. A seasoned technology and business professional, Joe is passionate about helping brands thrive in the experience economy. He brings superb experience to the job, having advised hundreds of businesses, both local and international on customer experience evolution in particular, and technology in general. Joe is a graduate of both Kenyatta University (First Class Honours in Computer Science) and the University of Liverpool (MSc. Computer Science). While not in the very serious corridors, he loves travelling ( now suffering from cabin fever ), motor sports, soccer & outdoors. Joe also loves writing on topical and current issues, engaging his audience on a plethora of social media platforms. Beyond that, Joe is a polished speaker, highly respected among industry peers. You don’t want to miss his insights and perspectives in the upcoming Webinar.

Focussed Industries

  • Banking & Financial Services

  • Telecom

  • Insurance

  • E-commerce

  • Supply Chain & Logistics

  • Government Institutions

  • Manufacturing

  • Airlines & Hospitality

  • Healthcare

Target Audience

  • Heads of CX, IT, Digital Transformation

  • VP's SVP's of Contact Centre, Customer Experience, Customer Service

  • HOD's Directors of Marketing, Customer Operations

Panel Session - How To leverage CX during and post COVID-19 Challenges

PANELIST

Seema DeSouza

Seema DeSouza


Seema DeSouza Deputy Director Customer Experience NCBA Group, Seema supports all of the bank’s customer-facing activities. Seema has had a banking career that spans across 22 years. Her career stretches across bank operations in the early formative years of her working life followed by several business roles within the personal, corporate and transactional banking arena and finally culminates in the Customer Experience arena. She has been responsible for handling several key launch and change projects within her career including launching the personal banking arm of the business for NIC Bank titled “MOVE”, rolling out the first CBA Smart Branch model and transforming the CBA Call Center into a more connected customer channel. She was also responsible for setting up the entire Customer Experience pillar at CBA by ensuring that the CX ethos was weaved in to the fabric of all products, processes, channels and people supported by an effective quality assurance model. Currently, she is handling the largest CX project of her career as she drives a successful seamless integration post the merger of NIC and CBA to form NCBA Bank.



Seema DeSouza

Rudeon Snell


Rudeon Snell, Senior Director, Intelligent Enterprise Solutions, SAP Futurist, Strategist, Business Transformation Leader. I drive the SAP Intelligent Enterprise Solutions Business across Europe, Middle-East and Africa, as part of the Global SAP Intelligent Enterprise Solutions Line of Business, reporting into the Global VP for SAP Intelligent Enterprise Solutions. I focus on leading cross functional teams that help customers transform their businesses and accelerate their journeys towards becoming truly Intelligent Digital Enterprises, enabled by SAP. My goal is to bring together the entire SAP ecosystem and its experience with deep business process and industry knowledge, advanced design thinking with differentiating Intelligent Technology capabilities such as Artificial Intelligence (AI), Machine Learning (ML), Internet of Things (IoT), Blockchain (BC), Advanced Analytics and Big Data, all powered through the SAP Cloud Platform (SCP) with the focus on driving organisational business outcomes that influence the top and bottom line of the enterprise



Seema DeSouza

Veronica O Babayemi


Veronica O Babayemi, Director CX, Airtel Africa, Nigeria.
A result-oriented senior executive with global leadership experience in effectively aligning initiatives with strategic business direction.
Currently the Customer Experience Director for Airtel Africa in Nigeria. She was previously the country operations Director for Airtel Africa in Tanzania which included Customer experience across Airtel showrooms, Sales and Distribution and Marketing. She has grown over the last 18years in a diverse corporate environment which includes Telecoms and Financial Services. Her key focus area is driving corporate profitability through excellent customer service delivery.
Veronica is an alumnus of Harvard Business School Boston Massachusetts and Warwick Business School, Coventry United Kingdom

CX Webinar Series By SAP

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