Customer Service Symposium

https://cssymposium.co.za/

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Event Details

This symposium promises to be an enriching experience, offering insights and strategies to enhance customer service and elevate customer experiences. Each topic allows you to listen to a 30-minute presentation from the keynote presenter, followed by a 30-minute panel discussion. This format ensures that the topic receives all the attention it deserves and allows the audience to walk away with a wealth of education and understanding.


There are 8 topics that will be discussed using this format. Additionally, there are 2 - 15-minute opening addresses that set the tone for the day, 4 - 30-minute keynotes delivered by our sponsors showcasing the latest technology and solutions, and 6 - 1-hour workshops per day, each offering a unique educational experience for the delegates.

Agenda

  • August 29, 2024

  • August 30, 2024

August 29, 2024

Main Schedule

7:00 AM - 8:00 AM
Registration
8:15 AM - 8:30 AM
Opening Address
Linda Remke (Founder and Owner at EVEOLVE and Hello Coach) Topic: Evolving CX Excellence through the Speed of Trust Description: It emphasizes the crucial role of TRUST in customer experience (CX) excellence and highlights the importance of educating, aligning, and empowering employees to cultivate trust effectively.
8:30 AM - 9:00 AM
Sponsor Keynote
Topic: (TBA) Description: (TBA)
9:00 AM - 9:30 AM
Keynote 1
Antonia Oakes (Executive :Customer Experience, Old Mutual Insure) Topic: How AI empowers brands to deliver personalised, seamless CX journeys that foster loyalty and satisfaction Description: (TBA)
9:30 AM - 10:00 AM
Panel Discussion 1
Topic: How AI empowers brands to deliver personalised, seamless CX journeys that foster loyalty and satisfaction
Chair: Dave Hobbs (Head of Customer Success: CX Experts)
Panelists: Popi Kunene (Chief Operation Officer, MGOZA NNP), Candice Pitts (Executive Program and Operations Management, Cognozco), Mark Pillai (General Manager, Tforge)
Dave Hobbs (Head of Customer Success at CX Experts)
Dave Hobbs
Popi Kunene (Chief Operating Officer at MGOZA NNP)
Popi Kunene
Mark Pillai (General Manager at Tforge)
Mark Pillai
Candice Pitts (Executive Program & Operations Manager at Cognozco)
Candice Pitts
10:00 AM - 10:15 AM
Network Break
10:15 AM - 10:45 AM
Keynote 2
Kamani Naidoo (Managing Director and co Founder of SKAI (Pty) Ltd.) Topic: The Impact of Motherhood on the Business Description: (TBA)
10:45 AM - 11:15 AM
Panel Discussion 2
Topic: The Impact of Motherhood on the Business
Chair: Shaun Naidoo (Co-Founder and Account Director at SKAI (Pty) Ltd.)
Panelists: Zinzile Luthuli (Advisory Board Member, University of Pretoria), Athenkosi Afolabi (Client Relationship Manager/Director, Great Stars Academy), Debi (Certified Customer Experience Professional (CCXP): XMize Solutions(Pty)Ltd)
Athenkosi Afolabi (Client Relationship Manager at Great Star Academy)
Athenkosi Afolabi
Zinzile Luthuli (Advisory Brand Member at University of Pretoria)
Zinzile Luthuli
Shaun Naidoo (Co-Founder and Account Director of SKAI)
Shaun Naidoo
Debi Potgieter (Certified Customer Experience Professional at CXXP)
Debi Potgieter
11:15 AM - 12:15 PM
Power Session
12:15 PM - 1:30 PM
Lunch
1:30 PM - 2:00 PM
Sponsor Keynote
Topic: (TBA) Description: (TBA)
2:30 PM - 3:00 PM
Keynote 3
Landi Jac - (Chief Executive Officer: the Circle of Excellence) Topic: DIMENSIONAL DEAL-MAKING: The Art of Negotiation Description: * How to create a irresistible deal for your customers * Understand the power of a positive persuasion * Overcome your customers' resistance to change
3:30 PM - 4:00 PM
Panel Discussion 3
Topic: DIMENSIONAL DEAL-MAKING: The Art of Negotiation
Chair: Professor Adrรฉ Schreuder (Professor Coach & Author: Schadrรฉ Consulting)
Panelists: Asiya Swaleh(General Manager Sales & New Business Development, Fulcrum Group (Pty) Ltd), Neven Hendricks (Director of Delphi Capital International Partners @ ISSC/ CA(SA), Petunia Dube (Business Development Manager, SynergERP)
Petunia Dube (Business Development Manager at SynergERP)
Petunia Dube
Neven Hendricks (Director of Delphi Capital International Partners at ISSC)
Neven Hendricks
Professor Adrรฉ Shreuder (Professor Coach & Author at Schadrรฉ Consulting)
Professor Adré Shreuder
Asiya Swaleh (General Manager Sales & New Business Development at Falcrum Group)
Asiya Swaleh
4:00 PM - 4:30 PM
Keynote 4
Dr (HC) Yolanda Petersen (Chief Executive Director of [beget] Group) Topic: Daily Pressure how womenโ€™s mental health plays a pivotal role in the success of an organisation Description: * The Great Reset: Mindset Shift & Alignment.(Growth mindset and Leadership Mentality). * Women in leadership: Essentials for long-term success. * Balancing Act: career, family, children.
4:30 PM - 5:00 PM
Panel Discussion 4
Topic: Daily Pressure how womenโ€™s mental health plays a pivotal role in the success of an organisation
Chair: Nadia Solomon (Head of Customer Experience: Vumatel)
Panelists: Nthabeleng Lentsoane (Head of Marketing & PR, The South African Institution of Civil Engineering), Ashleigh Blandin de Chalain (Corporate Training and Communications Specialist: EAG (English Access Gauteng), Olga Molebale (Chairperson, Women in Tourism)
Ashleigh Blandin de Chalain (Corporate Training and Communication Specialist at EAG)
Ashleigh Blandin de Chalain
Nthabeleng Lentsoane (Head of Marketing & PR at The South African Institution of Civil Engineering)
Nthabeleng Lentsoane
Olga Molebale (Chairperson at Women in Tourism)
Olga Molebale
Nadia Solomon (Head of Customer Experience at Vumatel)
Nadia Solomon
5:00 PM - 5:30 PM
Wellness Session
5:30 PM - 6:00 PM
Light Break (Sound Check)
6:00 PM - 9:00 PM
Gala Evening
A night with Tina Turner (Featuring Melany Kuyk)

Speakers

Athenkosi Afolabi (Client Relationship Manager at Great Star Academy)

Athenkosi Afolabi

Client Relationship Manager at Great Star Academy

Prashanthi Akaloo (Tech and Culture Solutions Consultant at Innovation Dynamics)

Prashanthi Akaloo

Tech and Culture Solutions Consultant at Innovation Dynamics

Lizette Akker (Portfolio Head Community Engagement at CXSA)

Lizette Akker

Portfolio Head Community Engagement at CXSA

Shouneez Baghas (Head of Client Experience at Rands Merchant Bank)

Shouneez Baghas

Head of Client Experience at Rands Merchant Bank

Dave Beniamin (Founder & CEO of Interact RDT)

Dave Beniamin

Founder & CEO of Interact RDT

Ashleigh Blandin de Chalain (Corporate Training and Communication Specialist at EAG)

Ashleigh Blandin de Chalain

Corporate Training and Communication Specialist at EAG

Grace Brown (Head of Customer Experience and Client Service at JSE)

Grace Brown

Head of Customer Experience and Client Service at JSE

Petunia Dube (Business Development Manager at SynergERP)

Petunia Dube

Business Development Manager at SynergERP

Hilรกrio Fiandeiro (Principle Consultant at ContactCentreSmart)

Hilário Fiandeiro

Principle Consultant at ContactCentreSmart

Shaun Fourie (Account Director of QuestionPro)

Shaun Fourie

Account Director of QuestionPro

Jacinta Gitau (Sales Director of CX- ECEMEA)

Jacinta Gitau

Sales Director of CX- ECEMEA

Neven Hendricks (Director of Delphi Capital International Partners at ISSC)

Neven Hendricks

Director of Delphi Capital International Partners at ISSC

Dave Hobbs (Head of Customer Success at CX Experts)

Dave Hobbs

Head of Customer Success at CX Experts

Landi Jac (Chief Executive Officer at The Circle of Excellence)

Landi Jac

Chief Executive Officer at The Circle of Excellence

Popi Kunene (Chief Operating Officer at MGOZA NNP)

Popi Kunene

Chief Operating Officer at MGOZA NNP

Nthabeleng Lentsoane (Head of Marketing & PR at The South African Institution of Civil Engineering)

Nthabeleng Lentsoane

Head of Marketing & PR at The South African Institution of Civil Engineering

Zinzile Luthuli (Advisory Brand Member at University of Pretoria)

Zinzile Luthuli

Advisory Brand Member at University of Pretoria

Emma Marsay (CX Consultanting Manger at IQbusiness Insights)

Emma Marsay

CX Consultanting Manger at IQbusiness Insights

Olga Molebale (Chairperson at Women in Tourism)

Olga Molebale

Chairperson at Women in Tourism

Mpho (Mnguni) Mpofu (Consumer Insights Specialist at Beyond Insights South Africa)

Mpho (Mnguni) Mpofu

Consumer Insights Specialist at Beyond Insights South Africa

Kamani Naidoo (Managing Director and Co Founder of SKAI (Pty) Ltd))

Kamani Naidoo

Managing Director and Co Founder of SKAI (Pty) Ltd)

Lawandan Naidoo (SDM/Key Accounts Manager at iSSC)

Lawandan Naidoo

SDM/Key Accounts Manager at iSSC

Shaun Naidoo (Co-Founder and Account Director of SKAI)

Shaun Naidoo

Co-Founder and Account Director of SKAI

Magaree Naraidoo (Group CIO at Safety SA)

Magaree Naraidoo

Group CIO at Safety SA

Antonia Oakes (Executive: Customer Experience at Old Mutual Insure)

Antonia Oakes

Executive: Customer Experience at Old Mutual Insure

Mumbi Odame (Head of Client Experience and Design at Rand Merchant Bank)

Mumbi Odame

Head of Client Experience and Design at Rand Merchant Bank

Dr (HC) Yolanda Petersen (Chief Executive Director of [beget] Group)

Dr (HC) Yolanda Petersen

Chief Executive Director of [beget] Group

Mark Pillai (General Manager at Tforge)

Mark Pillai

General Manager at Tforge

Candice Pitts (Executive Program & Operations Manager at Cognozco)

Candice Pitts

Executive Program & Operations Manager at Cognozco

Debi Potgieter (Certified Customer Experience Professional at CXXP)

Debi Potgieter

Certified Customer Experience Professional at CXXP

Linda Remke (Founder and Owner of EVEOLVE and Hello Coach)

Linda Remke

Founder and Owner of EVEOLVE and Hello Coach

Kendall Rynders (Experience Champion (Customer, User and Employee) at CUETA)

Kendall Rynders

Experience Champion (Customer, User and Employee) at CUETA

Professor Adrรฉ Shreuder (Professor Coach & Author at Schadrรฉ Consulting)

Professor Adré Shreuder

Professor Coach & Author at Schadrรฉ Consulting

Nadia Solomon (Head of Customer Experience at Vumatel)

Nadia Solomon

Head of Customer Experience at Vumatel

Cathy Stadler (Managing Partners at MACS Group Global)

Cathy Stadler

Managing Partners at MACS Group Global

Ilana Steyn (Director of Company Partners (Pty) Ltd))

Ilana Steyn

Director of Company Partners (Pty) Ltd)

Asiya Swaleh (General Manager Sales & New Business Development at Falcrum Group)

Asiya Swaleh

General Manager Sales & New Business Development at Falcrum Group

Reynhardt Uys (Co-founder & MD of Fringe Studios)

Reynhardt Uys

Co-founder & MD of Fringe Studios

Arshaad Yousuph (Senior Consultant at Interact RDT)

Arshaad Yousuph

Senior Consultant at Interact RDT

David Zimmerman (Seasoned Account Exective at Glue Up)

David Zimmerman

Seasoned Account Exective at Glue Up

Selina de Freitas (CX Service Line Lead at Ipsos)

Selina de Freitas

CX Service Line Lead at Ipsos

Documents

Sponsors and Partners

Discover and connect with other attendees.

Crafting Women Leadership In CX Day 1 + Day 2 Pass

Booking Registration fee for Day 1 + Day 2 Pass

R 5 500.00 per Delegate (excl.VAT)

Standard PriceR 5,500

Crafting Women Leadership In CX Day 1 Pass

Booking Registration fee for Day 1 Pass

R 3 500.00 per Delegate (excl.VAT)

Standard PriceR 3,500

Crafting Women Leadership In CX Day 2 Pass

Booking Registration fee for Day 2 Pass

R 2 500.00 per Delegate (excl.VAT)

Standard PriceR 2,500

Venue

Venue

Chartwell Castle Events Venue, B&B & Restaurant
Hood Rd (Cnr. Watercombe) 1
Johannesburg, Gauteng, South Africa

Contact us

For additional event or venue information, please send an email to yania@phoenixevents.co.za

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