Why Customer Experience Africa DigiConference

With a penetration rate of over 70%, the increase of digital technology and its adoption in Africa have caused a shift in customer expectations – according to a study by GSMA. Yet, while companies in the region have made progress in expanding their digital capabilities, customers are still not satisfied, requiring more improvement in CX especially in key sectors such as banking, healthcare, retail, and e-commerce.

The changing customer behavior and increased expectations have made it a necessity for companies to adopt new strategies to engage customers, acquire new solutions and services to retain clients and ensure customer happiness. However, due to some key challenges such as policies, lack of real-time data collection, system integration and data privacy, companies are struggling with achieving customer happiness and optimal satisfaction.

In light of this, Customer Experience Africa DigiConference – 04th August 2021 is hosted to bring together regional customer experience experts, senior executives, key stakeholders, and technology consultants, leading CX digital transformation projects across Africa to discuss the region’s vision, trends and challenges faced by different key sectors and explore cutting edge technologies that can help in achieving customer experience excellence.

200+

Attendees

50+

Decision makers from Regional Central Banks and BFSI Sector

15+

Speakers and Panellists

10+

Countries represented

5+

Media Partners

Meet the Advisory Committee

Femi Osinubi

Partner, West Africa Technology Leader, PwC Nigeria

Patrick Quantson

Head, Digital Transformation, Stanbic Bank Ghana

Bharat Soni

Chief Information Security Officer (CISO), Guaranty Trust Bank PLC – Nigeria

O’ Bukola Ajetunmobi

Chief Information Officer, Providusbank Plc – Nigeria

Speakers

Adewale Oyeniyi

Vice President – Operations, Foodlocker, Oyo, Nigeria

Bolanle Abiodun

Head of Customer Experience, Jumia, Nigeria

Morka Emmanuel

Chief Information Officer, Access Bank, Ghana

Manzi Ivan

Head of Sales, Marketing & Customer service, African Queen No.1 Distributor Ltd, Uganda

Marshy Nel

Head of Information Communication Technology, ICT Authority, South Africa

Nnenna Ijeoma Okeke

Chief Customer Experience Officer, SV Gaming Limited, Nigeria

Rosettie Koech

Head of Customer Experience, d.light, Uganda

Stanley Mwangi Chege

Group Chief Information Officer, Jubilee Insurance, Kenya

Samir Ahmed

Director of Corporate Customer Experience, Planning & Design, WE Telecom, Egypt

Sylvia Gichohi

Chief Customer Officer, Institute of Service Excellence, Kenya

Judith Bogonko

Group Head of Customer Experience and Innovation, APA Insurance Limited, Kenya

Who Will Attend Customer Experience 2021 Africa DigiConference?

CEO’s, Chiefs, VP’s, Directors, Heads and Specialists from the following departments:

  • Customer Experience
  • Customer Service Excellence
  • Innovations
  • Digital Transformation
  • Smart and e-Services
  • Technical Department
  • Contact Center
  • Data Privacy
  • New Technology
  • Information Technology
  • Infrastructure

Countries Participating

  • South Africa
  • Nigeria
  • Algeria
  • Morocco
  • Kenya
  • Uganda
  • Angola
  • Ghana
  • Ethiopia
  • Guinea
  • Ivory coast
  • Tunisia
  • Namibia
  • Democratic Republic of Congo
  • Zimbabwe

Why Why get involved?

Get in front of your target market

Get access to the entire spectrum of BFSI industry leaders and decision makers leading their organisation’s technology strategy

Gain project insights

Get first-hand insights into which payment technologies the BFSI sector is evaluating for current and future investment from across the middle east and Africa region and spot opportunities earlier 

Generate strong leads

Learn which projects are going forward and influence decision makers and stand a chance of being shortlisted for upcoming digital projects

Raise your brand awareness

Opportunity to position your brand as one of the leading companies in the sector helping BFSI organizations understand and define their key needs and requirements

Who Should Exhibit & Sponsor?

API Technology Solution Providers

Core Digital Banking

Network and Application Security

Data Integration and Analytics Service Providers

Conference Program

TIME CONFERENCE PROGRAM 10:00 AM WAT (West Africa Time)
Meeting Room Opens
11:00 Meeting room opens 
11:01 Great Minds Group welcome remarks
11:05 Opening Panel: Overview of Africa’s vision and strategy to advance the digitalisation of customer experience and achieve user excellence

  • Analysing the market and ever-changing customer trends and needs
  • Embracing CX strategies to accredit organisations implementing change for better user experience
  • Creating a fundamental shift in the era of digital change to achieve customer happiness
  • Analysing the role of expectation economy that can create content for customer experience at every basic touch point model
  • Developing business models against disruptive technologies for a superior customer experience
  • Identifying accurate process automation technologies for organisations to ensure user data privacy

Panelists:

  • Morka Emmanuel, Chief Information Officer, Access Bank, Ghana
  • Stanley Mwangi Chege, Group Chief Information Officer, Jubilee Insurance, Kenya
  • Marshy Nel, Head of Information Communication Technology, ICT Authority, South Africa
  • Sylvia Gichohi, Chief Customer Officer, Institute of Service Excellence, Kenya
12:05 Keynote Presentation 1
Jennifer Jemedafe, Founder & CEO, Retention Concierge
12:20 Panel discussion 2: Reengineering the digital customer experience technologies to achieve customer excellence

  • Evaluating the effectiveness of a digital customer service strategy
  • Identifying effective intelligent technologies that can capture, utilise real-time feedback and achieve optimal user satisfaction
  • Integrating manpower and effective process automation to ensure capturing of customer feedback across different contact centers
  • Exploring potential uses of AI, RPA, NPS and CRM to measure customer journey and attain customer satisfaction
  • Adopting a data-driven operating model to boost customer loyalty and drive business using advanced analytics and feedback tools

Panelists:

  • Adewale Oyeniyi, Vice President – Operations, Foodlocker, Oyo, Nigeria
  • Samir Ahmed, Director of Corporate Customer Experience, Planning & Design, WE Telecom, Egypt
  • Rosettie Koech, Head of Customer Experience, d.light, Uganda
  • Judith Bogonko, Group Head of Customer Experience and Innovation, APA Insurance Limited, Kenya
13:15 Panel discussion 3: Unlocking omnichannel and digital CX potential

  • Identifying tools to implement a seamless, consistent and first-rate customer journey across all channels
  • Analysing your online and offline experiences to identify if they provide the same level of satisfaction
  • Balancing multiple touchpoints and aligning content, design, governance, and systems throughout the customers’ journey to optimise CX excellence
  • Overcoming challenges of sentiment analysis and omnichannel environment
  • Implementing the right omnichannel strategy to ensure a smooth user experience in the buying process

Panelists:

  • Bolanle Abiodun, Head of Customer Experience, Jumia, Nigeria
  • Manzi Ivan, Head of Sales, Marketing & Customer service, African Queen No.1 Distributor Ltd, Uganda
  • Nnenna Ijeoma Okeke, Chief Customer Experience Officer, SV Gaming Limited, Nigeria
  • Aidah Nalwadda Kasana, CX Consultant, Uganda
14:00 Closing remarks end of DigiConference

Conference Format

Sponsors & Partners

Media Partners

Sponsorship Opportunities

We have a diverse range of sponsorship opportunities available. A member of the sponsorship team will work with you to create a bespoke package to suit your business objectives. For more information email partnerships@gmevents.ae or call +971 4 568 7800

Primary Free of charge
Solution Provider 200 USD + 5% Tax 210 USD