Conference Day One: Tuesday, 22 August 2017
8:30 am - 8:55 am Registration, refreshments and networking
8:55 am - 9:00 am Chairman’s welcoming remarks
DIGITAL TRANSFORMATION OF CUSTOMER SERVICE
9:00 am - 9:30 am Evolving into an interactive engagement centre to serve customers across integrated digital and telephony channelsEddy Victor, Head of Contact Experience,Airtel Networks Kenya Ltd
The role of the contact centre is changing. It is no longer simply focused on sales and/or servicing but also on exploiting opportunities to deepen customer engagement. Learn about new digital strategies on how to increase customer engagement by offering a differentiated experience that integrates the human touch within digital channels. Combine the right channel strategy and proactive contact by guiding customers to the most appropriate channel for their query and how to improve customer satisfaction and sales revenue through the use of digital channels. You will also discover how to exploit cross-selling opportunities with personalised and tailored offers in the customer’s chosen digital channel, as well as illustrating how changing customer behaviour is evolving today’s contact centre.
Eddy VictorHead of Contact Experience
Airtel Networks Kenya Ltd
9:30 am - 10:00 am Reviewing how an interactive engagement centre enables faster resolution of customer issues to reduce operational costsRose Kamau, Head of Service Automation and Projects,Airtel Africa
Traditionally, reducing cost to serve or sell was the key objective of most contact centres. Recently however, leading companies are also embracing opportunities to engage more with their customers in order to deepen the relationship, increase advocacy and differentiate themselves from their competitors. Digital tools can increase engagement by integrating the human touch in a digital experience. In addition, although some tools are higher cost than voice, their effectiveness in resolving customer queries and means that overall, they play a key role in managing costs.
Understand how embracing digital will provide a unique opportunity to gain a significant competitive advantage in your organisation as well as analyse what technologies are being used, how agent roles are being shaped and what strategies are being adopted to drive customer engagement.
Rose KamauHead of Service Automation and Projects
10:00 am - 10:30 am Discussing how banks in Kenya could overcome interest capping issues by generating profits through digital transformationDennis Omondi Otieno, Team Leader, Customer Experience,Stanbic Bank Kenya
Banks in Kenya have received an interest capping of 4%, banks need to adapt to new strategies such as the implementation of digital platforms to overcome the challenge of revenue generation.
This session will highlight the importance of system integration and CRM being integrated as well as various tools to re-shape and re-think revenue generation in banks through customer service.
Dennis Omondi OtienoTeam Leader, Customer Experience
Stanbic Bank Kenya
10:30 am - 11:00 am Networking break and refreshments
11:00 am - 11:30 am Evaluating the latest contact centre technologies such as ‘chatbots’ and key strategies on building successful omni-channel experiences to ensure quality in your contact centre
Internet of Things (IoT) and omni-channel service: Learning how valuable data is collected, stored, and used to reduce customer effort and increase customer engagement.
11:30 am - 12:00 pm Digitisation of contact centres: rolling out live chat strategies for successdeBBie akwara, Director- Customer Experience Management, Founder and CSO,Bridge International Academies, Neetch Company
Explore the planning and execution of live chats including staffing, training, measuring success and ensuring ideal customer experience.
Looking to launch chat support? Gain insights, best practices and lessons to ensure successful customer engagement. Review how your company can not only manage various channels —but improve bottom-line in the process.
deBBie akwaraDirector- Customer Experience Management, Founder and CSO
Bridge International Academies, Neetch Company
12:00 pm - 1:00 pm Networking lunch break
1:00 pm - 1:30 pm Panel discussion: Omni-channel routing and reporting - what, where, why, and how?Oluseyi Folaranmi, Vice President, Customer Experience,Konga Bernard Chege, East Africa Call Center Manager,UAP – Old Mutual Group Ijeoma Okeke, Head of Contact Center,Etisalat Nigeria
Omni-channel is all the buzz. Undoubtedly, you want to properly manage email, chat, text, and more.
But the what, where, why, and how are not so simple! This session will dive into the role of various systems, including the ACD and CRM, and how they work together - or are colliding! This session will explore integration challenges and what omni-channel routing and reporting means for other tools like quality monitoring and workforce management. And no technology discussion is complete without the cloud, so this session will go there too.
Oluseyi FolaranmiVice President, Customer Experience
Bernard ChegeEast Africa Call Center Manager
UAP – Old Mutual Group
Ijeoma OkekeHead of Contact Center
1:30 pm - 2:00 pm Developing and deploying an after-service telesales programme using customer data to determine customer behavioural patterns, spend logic, and intelligence to better improve the company bottom lineIjeoma Okeke, Head of Contact Center,Etisalat Nigeria
Customer engagement is where the heart is. Data-driven marketing offers industry leaders the opportunity to increase their market growth, while shaping customer satisfaction. This session will explore the importance of not just collecting data but will dig deep on how to monitor the dynamic behaviour of your customers. Identify behavioural outliners and patterns, to enhance the company bottom line.
Ijeoma OkekeHead of Contact Center
2:00 pm - 3:00 pm Interactive roundtable session
The following session will feature a series of interactive group discussions set in a roundtable format each for 15 minutes. There will be a maximum of 4-6 group leaders who will introduce a concept/case study to the participants followed by an interactive discussion and live feedback.
Interactive group discussions are an excellent opportunity to get straight to the point and ask the questions that you want to know the answers to. The group format also provides an excellent opportunity for networking
Roundtable 1: Evolving into an interactive engagement centre to serve customers across an integrated digital and telephony channels and ensure faster resolution of customer issues to reduce operational costs
Roundtable 2: Digitisation of contact centre support channels to improve effectiveness and efficiency across all touch points and reduce turnaround time.
Roundtable 3: The evolution of the call centre: Examining the new trends in customer service
3:00 pm - 3:00 pm End of conference day one
The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to
replace the speaker with a speaker with equivalent insight. For the most up-to-date programme, please visit the event website.