• Nairobi, Kenya.

CONFERENCE

DIGITAL CUSTOMER EXPERIENCEFORUM

AFRICAN BFSI MARKET

  • June 10th, 2020
  • June 11th, 2020
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Days
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Anand Mohan
Anand Mohan

COO & Managing Director, Digital Business
Techno Brain

Catherine Kiriba
Catherine Kiriba

Head of Quality Assurance & Service Excellence
Prime Bank, Kenya

Charles Kinyanjui
Charles Kinyanjui

Head of Digital Integration & E-Commerce
Co-operative Bank of Kenya

Daniel Oparison
Daniel Oparison

Head, Brand Strategy, Marketing & Customer Experience
Pagatech Limited

Elizaphan Mouko
Elizaphan Mouko

East Africa Business Head
Flutterwave Inc.

George Bodo
George Bodo

Director
Callstreet
-
Kenya Country Rep.
Augusto&Co

George Njuguna
George Njuguna

Director, Information Technology (CIO)
Safaricom Plc

Jobes Ochieng
Jobes Ochieng

Head of Microfinance Business
Letshego Kenya Limited

Joy A. Namasaka
Joy A. Namasaka

Senior Manager, Customer Service Delivery
I&M Bank Ltd

Judith Bogonko Juma
Judith Bogonko Juma

Group Head of Customer Service
APA Apollo Group

Julius Wanyaga
Julius Wanyaga

Head Of Digital Banking
FCMB Bank

Kennedy Mubita
Kennedy Mubita

Africa Head SC Ventures
Standard Chartered Bank

Dr. Lucy Kiruthu
Dr. Lucy Kiruthu

Adjunct Faculty in Management & Strategy
US International University-Africa
-
Strategy and Customer Development Director
Evolve Business Ltd, Kenya

Nnenna Ijeoma Okeke
Nnenna Ijeoma Okeke

Chief Customer Experience Officer
SV Gaming

Ubong Nkata
Ubong Nkata

Head of Customer Experience
Hygeia HMO, Nigeria

James Wainaina
James Wainaina

Senior Presales Specialist - Business Analytics
SAP

Muthoni Mutonyi
Muthoni Mutonyi

Senior Manager, Products and Research Organization
National Bank of Kenya

Diane Korir_Orora
Diane Korir_Orora

Head of Client Experience
Standard Chartered Bank, Kenya

Annepeace Alwala
Annepeace Alwala

Head of Customer Experience and Care
MultiChoice Group

Lynet Owuor-Okoth
Lynet Owuor-Okoth

Head of Customer Experience Department
National Bank of Kenya

Dorothy Jumba
Dorothy Jumba

Head of Customer Service
HF Group

Robert Kariuki
Robert Kariuki

Channels and Digital Banking Specialist
Sidian Bank Limited

Abraham Muthogo Kamau
Abraham Muthogo Kamau

Chief Executive Officer
Miradi Capital

Catherine Mukami Aloo
Catherine Mukami Aloo

Customer Experience Manager
Interswitch Group

Hartnell Ndungi
Hartnell Ndungi

Chief Data Officer
Barclay Bank of Kenya (Absa Group)

Lorna Makau-Cheruiyot
Lorna Makau-Cheruiyot

Senior Manager - Service Experience and Compliance Manager
KCB Bank Group

Abhijit Akerkar
Abhijit Akerkar

Head of Applied Sciences, Business Integration
Lloyd Bank Group

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EVENT SUMMARY

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.

Read more

PARTNERS

  • Attendees
    50+
  • Date
    June 10th, 2019
Event Details

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

Meeting Summary
  • Exclusive 2 Days – Case Studies, Panel Discussions, Interactive Round Table Discussions, Networking and Experience Exchange
  • 25+ Enthusiastic Speakers – Industry Leading Companies and Thought Leaders
  • Attendees – Limited Number, High-level Participation
  • Engaging agenda and powerful presentation
  • More than 10 hours of networking time
  • Strategic 1:1 Meetings
Key Topics And Discussions
  • Embracing Customer Experience Innovation in This Digital Age
  • Building Digital Capabilities to Serve Next Generation Customers
  • Achieving Strategic Return on Investment for CX Excellence
  • Exploring the Big Data and Predictive Analytics in the Omni channel Era
  • Designing Personalized Experiences and Blending the Right Technologies for Effective CX
  • The Customer Experience Landscape in This Digital Age
  • Amongst other captivating topics
Schedule

Lynet Owuor-Okoth | Head of Customer Experience Department, National Bank of Kenya

INTERACTIVE PANEL DISCUSSION DAY 1

Lynet Owuor-OkothBuilding a Digital CX Team – How, Why, and Results

  • What Are The Strategies For Building A Formidable CX Team?
  • Why is Building a Strong Team Necessary in a CX Delivery?
  • What are the High Level Tactics and Strategies That Have Worked In Other Industries?
  • Implementing CX As A Cornerstone Of Business Strategy Across The Corporate Footprint

NATIONAL BANK OF KENYA

Charles Kinyanjui | Head of Digital Integration & E-Commerce, Co-operative Bank of Kenya

CASE STUDY DAY 1

Charles KinyanjuiTechniques for successful Digital Transformation of the Customer and Employee Experience

  • How Are Organizations Successfully Navigating Digital Transformation?
  • Going Beyond Technology – How Do Managers And Executives Engage Their Teams In Different Ways
  • Build A Better Intranet As The Backbone Of A Digital Workplace
  • How To Get Low-Tech Employees Digitally Engaged

CO-OPERATIVE BANK OF KENYA

Diane Korir_Orora | Head of Client Experience, Standard Chartered Bank, Kenya

Interactive Round Table Discussion DAY 2

The Smart Phone: A Useful tool for understanding Consumer Behaviour and Driving More Engaging Experience

  • The Mobile Life and Banking Activity
  • How has Mobile Change the Way People get things Done?
  • Functionality and Design for Mobile Commerce
  • Driving Home More Engaging Experience with the use of Mobile Phones

STANDARD CHARTERED BANK, KENYA

Catherine Kiriba | Head of Quality Assurance & Service Excellence, Prime Bank, Kenya

INTERACTIVE PANEL DISCUSSION DAY 1

Catherine KiribaBuilding a Digital CX Team – How, Why, and Results

  • What Are The Strategies For Building A Formidable CX Team?
  • Why is Building a Strong Team Necessary in a CX Delivery?
  • What are the High Level Tactics and Strategies That Have Worked In Other Industries?
  • Implementing CX As A Cornerstone Of Business Strategy Across The Corporate Footprint

PRIME BANK, KENYA

Elizaphan Mouko | Head, Electronic Business, GTBank Kenya

CASE STUDY DAY 1

Elizaphan MoukoDelivering Personalised Digital Customer Service for Today’s Consumers

  • How to Personalize Digital Platforms for Effective CX Delivery
  • What does todays Customer’s Service Requires?
  • Communicating effectively – What are the Tools and Channels?
  • How To Ensure Continued Brand Loyalty With A Proactive Customer Success Program

GTBANK KENYA

Kennedy Mubita | Africa Head SC Ventures, Standard Chartered Bank

CASE STUDY DAY 1

Kennedy MubitaThe Customer Experience Landscape In This Digital Age

  • How Can Technology Be Harnessed To Enable New Business Models?
  • What Is The Timing Requirement to Stay Ahead In This Age?
  • How Can Organisations Attract and Retain the Right Talent To Enhance CX Innovation?
  • How Will Customers Benefit from The Disruption To Come?

STANDARD CHARTERED BANK

Joy A. Namasaka | Senior Manager, Customer Service Delivery, I&M Bank Ltd

CASE STUDY DAY 2

Joy A. NamasakaAnalysing Contact Center Success and Its Strategic Importance in Driving Customer Experience in this Digital Age

  • Appraising the Roles of Contact Centers in Providing Customer Experience
  • Influencing The Cost And Efficiency Of Contact Centers To Drive Business Performance
  • Championing Customer Centricity And The Role Of The C-Suite In Enabling Customer Focused Investments
  • How to Effectively Scale Up Your Contact Centers in the Digital Age

I&M BANK LTD

Ubong Nkanta | Head of Customer Experience, Hygeia HMO, Nigeria

CASE STUDY DAY 1

Ubong NkataExploring Customer Feedback & Complaint Management Strategies

  • Self Help Customer Service – Go nor No Go
  • Improving Customer Experience through Consistency
  • Unpacking Digitized Contact Center Ideals –People, Processes & Technology
  • Models for successful feedback and complaint management strategies

HYGEIA HMO, NIGERIA

Key Learning Benefits
  • Be Equipped with skills to design personalised customer experiences which translate into real journeys
  • Learn to embrace innovative and disruptive Customer Experience strategies
  • Translate customer experience improvements into clear business value for your organisation and customers
  • Learn how to turn the voice of the customer into actionable insight
  • Keep up with the most innovative trends of fintech companies
  • Get updated on the technology implementation concerns for the Digital Customer Experience practices.
  • Network with industry-colleagues from banking and financial services industry and build trusted relationships.
Reasons to attend
  • Gain insights into the African market and its enormous potential
  • Expand your network of top-level business contacts
  • Promote your business in Africa and internationally
  • Hear from enthusiastic speakers with powerful presentation
  • Use this exceptional platform for discussions and debates about then industry challenges
  • Benefit from our matchmaking and 1:1 meeting
  • Join our panel discussions, world cafe, interactive workshops, networking, strategic meetings and round tables discussion
Who should attend

CIO, CDO, CTO, VP, Directors, heads and managers of;

  • Customer Experience
  • Retail Banking
  • Mobile Banking
  • Digital Banking
  • ATM Operations
  • Technology / Innovation
  • Data
  • Marketing
  • Digital Sales
  • Payments
  • Digital Marketing
  • Customer Insights
  • Process Excellence
  • Customer Experience
  • Multichannel Engagement
  • Customer Interaction
  • Customer Relationship Management
  • Customer Development
  • Customer Value Management
  • Customer Satisfaction
  • Customer Centricity
  • Customer Connectivity
  • Customer Solutions
  • Customer Excellence
  • Customer Operations
  • Multichannel Strategy
  • Multichannel Excellence
  • Digital Experience
  • Customer Journey
  • Customer Analytics
Explore

Explore our Event & Matchmaking App and Improve your Interaction at MJDvent Conference
Schedule your meetings in advance!

At the MJDvent conference you can request and organize your appointments by using a matchmaking app. Through the networking tool, each participant can create an individual profile. Guided by categories and keywords, attendees can search, find and approach interesting contacts. There will also be a networking area provided at the event of the conference. Your profile data and the details you provide are visible exclusively for registered participants within the event. You will oversee the information you would like to present and to whom. Our matchmaking app will be activated approximately one month prior to the conference and you will be notified vie e-mail as soon as you can start using the matchmaking App and can then set up your personal profile.

Venue

We will confirm the venue approximately 4-6 weeks before the event to ensure we find the most suitable space because numbers can vary dramatically. There will be a discounted accommodation rate for conference attendees

DIGITAL

CUSTOMER EXPERIENCE FORUM
$ 499
  • 2 DAYS CONFERENCE
  • END USER PACKAGE
  • ONLINE DOCUMENTATION
MJDVent

DIGITAL

CUSTOMER EXPERIENCE FORUM
$ 1299
  • 2 DAYS CONFERENCE
  • SERVICE PROVIDER PACKAGE
  • ONLINE DOCUMENTATION
MJDVent

DIGITAL

CUSTOMER EXPERIENCE FORUM
$ 199
  • PRESENTATION
  • DOCUMENTATION
MJDVent

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