Better CEM to meet demand
BUSINESS| May 14, 2012, 11:37 a.m.
A summit to be held in SA in August aims to identify, differentiate and understand customer experience management to meet demands.
Customer experience management defines the importance of operations and processes focusing on the individual needs of the customer. More organisations are focusing on the importance of this experience; to improve customer experiences with strategy, interpretation of technology, business process models, brand management and CEO commitment for customer retention, growth and profitability by recognising the vital aspects of the complete experience offered to their clients.
The much anticipated Customer Experience Management Africa Summit, hosted by international business-to-business conferencing company, Kinetic Events, to be held in Cape Town during August, will bring together Africa’s industry leaders, and provide a unique platform to build relationships, share ideas and most importantly, to do business.
Industry giant Alan Winde, Minister for Finance, Economic Development and Tourism in the Western Cape will open the 2 day summit that covers all elements from first contact customer communication processes through to the point of purchase; with the amalgamation of the human touch with technological innovation. Network with Africa’s thought leaders in the Industry; including Gareth Pritchard, CEO of Business Process Outsourcing South Africa and Alastair Tempest, COO of the Direct Marketing Association of South Africa.
The strategic invitation-only summit will feature interactive discussions, exclusive networking receptions, assisted business meetings and expert-led workshops to explore technological advances currently available, assist in adopting key customer experience techniques to differentiate your brand, and identify and understand the different concepts of CEM, for sustainability, growth, profit and sales efficiencies.
Shannon Mackrill, Kinetic Events says, “Customers are not just looking forward to a relationship with any brand; they are also looking for an engaging experience. CEM captures what a customer already knows about a company, and uses that information for future predictions to meet expectations and better experiences, ensuring customer retention, growth and profitability.
Customers have more than one option when it comes to products or services, and any product or service is as good as its competitor, but what sets them apart is the customer experience; with the brand as well as the offering. CEM targets those interactions and focuses on influencing customer behaviour.”
For more information, visit www.cemafricasummit.com
MORE BUSINESS NEWS
MasterCard grants Unified Payments acquiring licenseMasterCard has granted an acquiring license to Unified Payment Service Limited, a leading payments service provider, in a move expected to broadly increase the acceptance of MasterCard payment cards in Nigeria. Read More
MTN Business backs emerging ICT entrepreneursMTN Business has embarked on a long-term supplier development programme that will empower young, black entrepreneurs to take their place at the forefront of South Africa’s evolution to a knowledge-based economy. Read More
CNN, MultiChoice launch 20th African Journalist AwardsCNN International and MultiChoice this week officially launched the CNN MultiChoice African Journalist 2015 Awards. Read More
Cokodeal.com aims to revive ‘made in Nigeria’Cokodeal.com, describing itself as Africa’s largest medium for business exposure, is aiming to boost Nigerian manufacturers through greater online exposure. Read More
Leading African airline adds new payment optionsASKY, the leading airline in West and Central Africa, has partnered with PayGate and booking engine SITA to offer web-based booking to its customers for the first time. Read More
Francis Dufay takes the reins of Jumia in Côte d’IvoireE-commerce firm Jumia has formalised the appointment of Francis Dufay at the head of its subsidiary in Côte d’Ivoire. Read More
MTN Uganda rewards women entrepreneursThe 2015 edition of MTN Women in Business Awards have seen Mrs. Barbara Ofwono, the proprietor of Victorious Schools, scoop the overall Award of MTN Women in Business SME CEO of the year. Read More
Microsoft 4Afrika launches Biz4Afrika online SME hubMicrosoft 4Afrika used the opening of the Connected East Africa event in Diani, Kenya today to launch Biz4Afrika, an online hub providing Kenyan small and medium enterprises (SMEs) with access to locally relevant information and promote trade. Read More
BTCL, SA’s Vodafone seal partnershipBotswana Telecommunications Corporation Limited (BTCL) and South African based Vodafone have signed a non-equity partnership agreement. Read More
Mascom Derby horse race extravaganza for BotswanaMascom is doing it again this year with its annual Mascom horse racing event which has been on the Mascom calendar for at least 10 years. Each year during the Easter holidays, Botswana’s leading mobile telephony provider gets people to Botswana’s tourist resort of Maun for the race. Read More
FEATURED STORYe-commerce space untapped, says phonekings head
E-commerce is the future, says the head of a new online electronics mall launched in Nigeria. Tayo Olusanya spoke to Kokumo Goodie in Lagos.
BEST READ NEWS
IN DEPTHVillagers get solar training at Barefoot College
The Botswana Human Resource Development Council (HRDC) has seconded seven semi-illiterate mostly Ngwatle villagers for a six month solar electrification training course at the famed Barefoot College in India.