Orange: Except when you don’t. Because, sometimes, you won’t. And will you succeed? Yes! You will, indeed! The 3 E’s of CX

Strategic priorities can be are set to embrace new trends and behaviours of CX.

  • Change will continue and continue to accelerate- how to ride the tide
  • No Second chance to make a first impression
  • Ensure Consistence across all touchpoints
  • Bring the experience to life
  • Redefining the role of face-face channels

Presenter: Sudhir Juggernath

Sudhir Juggernath, a technologist with a passion for customer experience, an all-rounder when it comes to Telecommunications and IT, but more specifically Unified Communications, Collaboration and Contact Centres. He began his successful career in this field 21 years ago – Installing, Commissioning, Architecting, Designing, Consulting and selling PBX’s, Unified Communications, ACD’s, Contact Centres, IVR’s, Diallers etc.  He has been instrumental in many cloud / hosted Contact Centre strategies, solution design and architectures, from as early as 2010.

Sudhir has gained extensive Global Industry experience and knowledge through the likes of Siemens, Atio, Neotel, BT Global Services, Dimension Data and Orange Business Service, the latter 3 being global leaders in the Contact Centres in their respective ways.

Sudhir has worked with the very best of technology vendors in the field of Unified Communications and Contact Centres like Cisco, Avaya, Genesys, Interactive Intelligence, Microsoft and Siemens.



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.


Tel: 010 003 0020