Multichoice, Shoprite, Woolworths, Superbalist etc to share CX lessons at CEM Africa in November

CAPE TOWN, South Africa - Oct. 12, 2021 - PRLog -- ustomer experience (CX) experts from some of the most recognised and successful brands on the continent, including Multichoice, Woolworths, Shoprite, Superbalist, African Bank, DHL and Rand Merchant Bank, will share their successes, failures and lessons learnt during the next edition of CEM Africa Summit, taking place from 10–11 November 2021.

* CEM = Customer Experience Management

"CX is about managing the end-to-end journey that a customer experiences with a brand or solution that makes them feel heard and understood—from touchpoint through to advocacy—of a brand, a company, a solution and more," says Shannon Mackrill, co-founder of the CEM Africa Summit.

According to Mackrill, over the last three to four years the importance of the customer has grown in this very specialised segment of consumer marketing: "The movement towards the gig economy and on-demand solutions has helped shape customer expectations of companies. This puts brands to the test, increases competition and forces them to perform better."

He says the biggest lesson that the market has learnt during the COVID-19 pandemic is "that your customer can change in a heartbeat. It is not this thing or ideal that is constant. Your customers' needs change as technology and expectations do, and so should a brand or a business. The consequence will be falling behind and losing customers."

ROI is key
November's CEM Africa Summit will gather heads of CX, marketing, MDs, owners of companies or business units. "Essentially anyone who has an interest in their customers," says Mackrill. "They attend to expand their knowledge and more specifically to learn from others who have faced challenges or successes in managing their own customers experience, practical insights and real examples from those who are entrenched within the industry. ROI is key, as well as demonstrating the power that great CX has on customer retention and creation."

Honest retellings of CX experiences
The CEM Africa Summit has been around for a decade and has played a leading role in South Africa's customer experience journey and has connected thousands of CX professionals over the years.

States Mackrill: "We are proud of having been at the cradle of this discipline, way before CX was a consideration, let alone a job title; and until today it is still an event that helps shape the way people think about and engage CX in their daily work lives and has been essential to push the boundaries of understanding and shaping the experience a customer has with a particular product, solution and company."

Confirmed CEM Africa sponsors so far include freshworks, Infobip, Insider, Rogerwilco and Verint.

To register and access the full programme, click here: https://cemafricasummit.com