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Ask Afrika

The talk addresses key issues currently facing CX professionals, including:

  • In a world where data is ubiquitous, what should we be measuring for impact, both from the customer and shareholder view? 
  • Should we be looking into more accurate or precise data or is it rather about granularity for impact? 
  • We talk about empathy and emotion, but are we losing the human touch in a world where robots and machines dominate the conversation?
  • Do we have the right leadership skills to drive successful CX initiatives and what should authentic CX leadership look like?
  • The new Maslow and what it means for your CX strategy
  • The passivity – engagement continuum and how it links to customer and employee experience
  • Who should be responsible and accountable for leading CX strategy development and implementation?

ABOUT THE CCMG

The CCMG is the Professional Body of the Contact Centre industry in South Africa and represents over 2,006 Contact Centres, 22,500 top and middle managers and 10,000 agent level individuals. The CCMG contributes to the professional growth of businesses and professionals within the Contact Centre industry, providing a forum for knowledge sharing and networking to empower and transform its members, while building on service excellence and continuous improvement within the industry.

JOHANNESBURG
Tel: 010 003 0020

CAPE TOWN
Tel: 021 856 3871

info@ccmg.org.za