Never leave customer experience to chance – CEM Africa Summit kicks off next week in the Mother City!
The anticipated Customer Experience Management Africa Summit will be held in Cape Town from 2 to 3 August 2012. The event will bring together Africa’s industry leaders, and provide a unique platform to build relationships, share ideas and most importantly, to do business. The summit is produced by international business-to-business conferencing company, Kinetic Events.
As contact centres have become more complex and customers more demanding, your customer-facing employees, regardless of experience or knowledge, are expected to deliver personalised, positive experiences in every customer interaction. Yet complex processes, silos of knowledge, multiple communication channels and a host of disparate, disconnected applications often result in sluggish and ineffective service in the contact centre. These industry challenges spark topical debate among peers, enquiring in to what is needed to bring your customer experience management strategy to life resulting in a realistic and fully operational model that grows your business while improving operational results.
Harnessing the social media monster, the CEM Africa Summit is set to explore customer experience management platforms. The diversification and growth of social media has caused a potentially ‘scattered’ message for consumers, that of the marketer and that of the now ‘nomadic’ consumer, who, with videos, photos, tweets and posts, have become the strongest touch- point in brand advocacy; or not, as the case may be. Businesses who do not take a more streamlined approach to engaging these individuals stand to get lost in the messaging ‘noise’.
The summit will look at outsourcing customer experience management services versus in-house performance. In the ever-developing world of customer service experience management processes, opportunities and technologies; the coined term of the season for consolidation are resulting in many contact centres moving closer to home as outsourcing remains the road-less-travelled. Embracing the expanding opportunities of outsourcing business processes results in many beneficial enterprise improvements including the most popular of ‘pull-factors’ being the time-saving advantage which allows staff to focus more on other business processes performed in-house.