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?