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Deon Scheepers

Chief Customer Officer at Pivotal Data

Building the Customer Experience Centre of the Future

The unstoppable rise of customer expectations, converging with greater access to data and technological possibilities has created a defining era in customer experience. The proliferation of digital channels has led to an increase in customer interactions and made it more difficult for organisations to provide a seamless customer experience (CX) across channels. With traditional conversations with human agents now seen as reactionary, the hype surrounding new customer engagement methods such as AI, chatbots and social media is at a peak.

This session includes:

  • Insights on customer engagement trends
  • Identify what you have to consider to survive and thrive when everything around you is continuously changing in the “New Digital World”.

Bio

Deon Scheepers is the Chief Customer Officer at Pivotal Data. In this capacity, he collaborates closely with internal sales teams, channel-partners and customers to demonstrate how technology solutions can resolve customer service challenges, achieve business objectives, improve customer experience and drive digital transformation strategies.

Deon has worked on large scale customer experience projects across a range of vertical sectors and contributed to the industry in technical, sales, managerial and consulting roles over the past three decades. He is an accomplished contact centre professional and customer experience thought leader.

Company Profile

Pivotal Data is a multi-faceted, integrated managed services provider. We help organisations of all sizes solve complex business challenges by implementing, maintaining and managing digital solutions that simplify complexity and create agile, customer-centric organisations. Our unrivalled technical competencies and skills span a comprehensive range of progressive ICT solutions, which we provision over secure, IP-enabled infrastructure to deliver measurable outcomes. This equips us with the capabilities to provide a clear roadmap for digital transformation enablement through a practical step-by-step process. We are passionate about partnering with our customers to transform them into digitally empowered, future-ready businesses.

www.pivotaldata.co.za

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