DIGITAL CUSTOMER EXPERIENCEFORUM
AFRICAN BFSI MARKET
AFRICAN BFSI MARKET
Customers want to access payment industries in the most convenient way and as such, the digital customer experience should give a long lasting impression in wooing them. This improves brand loyalty, repeat purchases and invariably increase profitability base. Although digital customer experience cannot be dealt with, without making reference to digital interfaces, nevertheless, payment industries with the right technology still needs to focus on providing a positive customer experience in order to successfully improve Digital customer experience. Online customers tend to be on the increase and as such, Digital customer experience should be focused on in order to meet the needs and expectations of these customers. Candidly, there has been a massive growth in the digital world and as such, interaction with these institutions’ brands online via digital platforms should not be a hard nut to crack so as to raise the level of digital customer experience to a desirable standard.
Payment industries should flow into the realization that Digital experience platforms helps to identify immediate needs in digital customer experience, improves the accuracy of marketing and customer engagement.
It is germane that institutions seeking to keep pace with industry leaders must embark on an Omni-channel transformation (multi-channel) approach. It should be noted that companies that aim to build a better digital customer experience in B2B need to create or adjust a strategy which must be holistic and company-wide, build a team capable of delivery on strategy and as well use data to drive the digital experience as this will give insights about building the digital experience that will suit the individual needs of customers.
When you build a culture that puts the customer first, leverage new innovations to drive priceless customer journeys, dig deeper into customer data to discover what’s working and what isn’t—that’s when you become the brand they can’t live without. And the brand no competitor can touch.
Digital technologies shall enable most of these institutions key into growth, increased revenue and enable them perform in ways that were impossible with the traditional models and not just the digital-only brands.
The Digital Customer Experience Forum is created for banking and financial service industry executives 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 hub spot for Customer experience professionals and Customer experience solution providers alike who are looking to make tremendous improvement across the African continent. The Digital customer experience forum shall bring to the notice of participants on how to create competitive edges based on unique combinations of digital and physical resources. How new value chains and business opportunities shall be created compared to what the offerings of the traditional businesses shall be discussed in this digital customer experience forum.
This conference will focus on every aspect of Digital Customer experience strategy, design led cultural development and technology selection that will not only ensure customers’ expectations are exceeded in the digital era, but also improve internal processes and drive revenue.
The tracking and diagnosing of potential high level problems within the business sites or applications, facilitation of brand interaction with potential customers amongst others are also not left untouched in this digital customer experience forum.
The conference content has been developed to ensure that it provides value across industries, best evidenced practices for those who are looking to start, accelerate, sustain or reboot their programs and also drive customer-centric strategic change within the organization using latest advancements in data, insight, design-thinking and analytics.
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
Lynet Owuor-Okoth | Head of Customer Experience Department, National Bank of Kenya
Building a Digital CX Team – How, Why, and Results
NATIONAL BANK OF KENYA
Charles Kinyanjui | Head of Digital Integration & E-Commerce, Co-operative Bank of Kenya
Techniques for successful Digital Transformation of the Customer and Employee Experience
CO-OPERATIVE BANK OF KENYA
Diane Korir_Orora | Head of Client Experience, Standard Chartered Bank, Kenya
The Smart Phone: A Useful tool for understanding Consumer Behaviour and Driving More Engaging Experience
STANDARD CHARTERED BANK, KENYA
Catherine Kiriba | Head of Quality Assurance & Service Excellence, Prime Bank, Kenya
Building a Digital CX Team – How, Why, and Results
PRIME BANK, KENYA
Elizaphan Mouko | Head, Electronic Business, GTBank Kenya
Delivering Personalised Digital Customer Service for Today’s Consumers
Kennedy Mubita | Africa Head SC Ventures, Standard Chartered Bank
The Customer Experience Landscape In This Digital Age
STANDARD CHARTERED BANK
Joy A. Namasaka | Senior Manager, Customer Service Delivery, I&M Bank Ltd
Analysing Contact Center Success and Its Strategic Importance in Driving Customer Experience in this Digital Age
I&M BANK LTD
Ubong Nkanta | Head of Customer Experience, Hygeia HMO, Nigeria
Exploring Customer Feedback & Complaint Management Strategies
HYGEIA HMO, NIGERIA
CIO, CDO, CTO, VP, Directors, heads and managers of;
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