Dennis Omondi Otieno
Team Leader, Customer Experience
Stanbic Bank Kenya
10:00 AM Discussing how banks in Kenya could overcome interest capping issues by generating profits through digital transformation
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.
9:00 AM Morning Panel Discussion: Doing it in-house or outsource? What makes the most business sense?
One of the constant debates among call centre and customer experience managers is whether or not to keep customer contact centres in-house – or, to have them outsourced to BPOs. This session will thus visit the debate, addressing the most important considerations that must be had before making a decision. The presentation will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?