Presenters:

• Brandon Aitken, Chief Commercial Officer, Webhelp SA
• Mathew Conn, Chief Revenue Officer, Merchants

Facilitators:

• Council member Gareth Pritchard, Chief Marketing Officer, CapeBPO
• Clayton Williams, Chief Executive Officer, CapeBPO

Theme:
Technology and the human touch: how can businesses deliver the best CX solution that creates long-lasting value for both brand and customer in a changing world?

Abstract:
Join us for a virtual tour of two of South Africa’s most successful CX organisations, Merchants and Webhelp. Specialising in the delivery of exceptional customer experience through enhanced human interaction, augmented by digital solutions and technology, both companies continue to lead the market in driving the solutions for now and the future.

A tour of their sites and solutions in the vibrant city of Cape Town will not only give an insight into state-of-the-art contact centres, it will also provide a rare opportunity to understand how to create long-lasting value by embracing technology without losing the human touch.

COVID-19 resulted in significant challenges and impacts. However, it also created new ways of working and the opportunity to enhance the traditional delivery model. South Africa became a successful case study on how to continue and grow CX Operations through a period which resulted in many regions being closed down. The team will share the insight and success during this period and provide a view into what it means for the future of CX and operational delivery.

Agenda:

• Introductions
• Site tour
• Presentation on CX solutions in a changing world
• Q&A