Digital Customer Experience Forum 2020





Join 50+ top delegates at the Digital Customer Experience Forum 2020!

More than 50 leaders in the Banking, Financial Service and Insurance industry in Africa and beyond will gather in Nairobi, Kenya, between the coming June, to discuss efforts aiming to promote the new age CX techniques and various disruptive innovations in the customer experience landscape across BFSI in Africa.

With the financial services sector undergoing a major transformation over the past few years, it is increasingly difficult for companies to keep up with the demands of today’s customers. It has been estimated that by 2020 85% of customer interactions and relations will be automated, increasing pressure for the BFSI market to embrace digital customer experience, including self-service, automation, apps and social media. Above all, the sector is undergoing a race to truly understand their customers by leveraging customer insight into something actionable whilst complying with increasing regulatory scrutiny and striving to meet ever-rising customer expectations.

Digital Customer Experience Forum which is scheduled to hold 10th – 11th June 2020 in the city of Nairobi, Kenya is created for customer/client experience executives and enthusiast in the banking and financial service industry who want to learn about innovative technology for engaging and growing their customer base. It aims to align African customer experience with Global Best Practice. The event is a hubspot for Customer Experience professionals and Customer Experience solution providers alike who are looking to make tremendous improvement across the African continent.

This conference will focus on every aspect of Digital Customer Experience strategy, design-led cultural development and technology selection that will not only ensure customer’s expectations are exceeded in the digital era, but also improve internal processes and drive revenue. You will learn to embrace cutting-edge new technologies & digitalisation applications which balance the human touch, truly understand customer needs, optimise seamless, multi-channel customer journeys which deliver bottom-line results, leverage key data insights & the voice of the customer & put the customer genuinely at the heart of business strategies & culture. 

Some of the confirmed speakers for the event include George Njuguna / Director, Information Technology (CIO) / Safaricom Plc; Julius Wanyaga / Head Of Digital Banking / FCMB Bank; Dr Lucy Kiruthu / Adjunct Faculty in Management & Strategy, US International University-Africa; Strategy and Customer Development Director / Evolve Business Ltd, Kenya; Judy Bogonko Juma / Group Head of Customer Service / APA Apollo Group; Anand Mohan / Managing Director – Digital Business / Techno Brain Group; Ubong Nkanta / Head of Customer Experience / Hygeia HMO, Nigeria; Diane Korir_Orora / Head of Client Experience / Standard Chartered Bank, Kenya; Catherine Kiriba / Head of Quality Assurance & Service Excellence / Prime Bank, Kenya; Lynet Owuor-Okoth / Head of Customer Experience Department / National Bank of Kenya; Dorothy Jumba / Head of Customer Service / HF Group; Abraham Muthogo Kamau / Chief Executive Officer / Miradi Capital; Hartnell Ndungi / Chief Data Officer / Barclay Bank of Kenya (Absa Group); Catherine Mukami Aloo / Customer Experience Manager / Interswitch Group etc.

Join leading experts and industry actors on a holistic and hands-on conference delivery and hear from the best on all practical aspects that you need to know about Digital CX innovations which will transform your organisation given it a new brand.

For more details, visit Facebook & LinkedIn and also follow the link below to register for the event:

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1 Comment
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    Mariam Praise

    Digital marketing is just one way to get your business, products, and services to a large number of the audience out there! Well, I also have a brand and was doing some research on how to get my marketing strategy more effective so this got me here. With this, I say a big thanks for the relevant information that you have here.

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Governance and ICT4D Expert
A governance and ICT4D expert with more than 10 years’ experience in Public Sector Management Reforms and the role of information technology in corporate and government.
General Manager
Currently, Vice President & General Manager for Africa at BBC Studios seconded from London to set up the company’s first African office.
Senior Presales Specialist - Business Analytics
James is currently the Senior Presales Specialist - Business Analytics (covering BI + Predictive Analytics + GRC) at SAP.
Head of Customer Segments, Retail and Business Banking
VP & Head of Customer Segments, Retail and Business Banking at Barclays Bank - Kenya
Head of Quality Assurance, Customer Experience
Head of Quality Assurance, Customer Experience at Commercial Bank of Africa
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He was formerly the regional sales manager and currently occupies the position of the country head of cards – sales.
Head of Customer Experience
An astute change agent with combined proficiency in Strategic business growth, Customer Experience design, Enterprise Customer Feedback Management, Continuous Improvement.
Chief Operating Officer
Charles has worked as a specialist with MTN communication and a director, corporate communication and strategy (West Africa) at Verreaux Technologies Limited.
Chief Customer Experience Officer
Ijeoma is the Chief Customer Experience Officer at SV Gaming (trading as Betking), a disruptor in the Gaming industry in Nigeria.
Awadhesh is currently the CTO, Tydacom and is a renowned expert in Telecom networks, data center management, OFC layout, Antenna design Innovation, UHF/VHF communications, computer networks, managed services operations.

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