Why the event

Customer experience is the new battleground Many companies lack agile, responsive customer relationship mechanisms to match their growth ambitions. Customer experience programs are often seen as a cost, rather than a way to build value.

The customer data and insights organisation collect should not only be used for overall strategies and product development. Organisations need to leverage on this data to foster their day to day interactions with the market.

Few Surveys reveal only 60 percent of organisations leverage on customer data; Offering a great customer experience is not only inclined to a range of services and a good relationship framework. Organisations need to be able to analyse the customer lifestyle, trends, hobbies and behaviours. An organisations that takes this into consideration is able to identify services that are customised to a specific customer. Analysis of the customer data and benchmarking will drive innovation and disruptions. This will optimise product development. There is sharp contrast as organisations surveyed revealed that 85 percent of organisations surveyed use customer data when forging the company overall strategy. It was also revealed that 15 percent do not use customer data when forging strategy.

Customer expectations are being redefined every day and the ability to meet basic expectations is table stakes. We are increasingly being offered experiences that are highly customized, whether it is companies like Amazon who provide variety of delivery of goods at lightning fast speeds, or services like Spotify that are able to understand musical preferences and tailor playlists. Personalization at scale will continue to grow as a trend that will enable distinctive and memorable experiences.

The most successful companies will be those that put the customer at the heart of everything they do. It is positive to see that customer experience leaders are influencing other departments including product design and marketing. However, for companies to truly succeed a documented strategy and process of information sharing is critical

Event Highlights

  • Two day event covering all the aspects related to CX in the region- The people, process, technology, culture, strategy
  • Focused talks on CX by inspirational thought leaders
  • Special focus on Call-centres , which form an important part of CX
  • A focus Day on Digital and Technology the most relevant subset of CX today
  • Learning's from managing CX in a digital pure play model
  • Focus on technologies like AI and VR to promote better CX
  • Measuring CX in different models
  • Understanding how to drive profitability of your CX initiatives

Why should you attend?

  • Learn from the region's top CX and contact center experts
  • Get access to most innovative CX and contact center technologies implemented which has transformed various organizations
  • Explore CX and contact center strategies, roadblocks, success stories from cross industry experts

Who should attend?

Job Titles

  • CXO's
  • Country Heads
  • Regional Heads
  • VP
  • EVP
  • SVP
  • Directors
  • Heads


  • Customer Experience
  • Contact centre
  • Marketing insights
  • Data and Analytics
  • Digital Transformation
  • IT
  • Customer Service Quality
  • VOC

Be part of the East Africa's only CX and Contact Center event hosting more than 100 top CX and contact Centre experts, business leaders, and industry innovators featuring inspirational, thought-provoking keynotes, panel discussions, techtalks, workshops and a host of networking opportunities.

Who will you meet?

  • Meet and learn from the leading CX and contact center experts from telecom, BFSI, Retail, Hospitality, Aviation, Government sectors amongst other sectors
  • Network with our delegates and speakers who are passionate about the best and latest innovations in CX & Contact Centers that help you understand the effective and efficient methodologies of implementing best case practices within your organization
  • Technology leaders and start-ups who have created path breaking technologies and solutions that have been revolutionising CX and Contact Centers worldwide

Industry leading Solutions Providers who you will meet at the Event

  • Artificial Intelligence
  • Big Data & Analytics
  • Business Intelligence and Reporting
  • Business Process Management
  • Customer Experience Management
  • Customer Experience Consultants
  • Customer Journey Mapping
  • Customer insight
  • Data Quality Enhancement
  • Customer Satisfaction monitoring
  • Employee Engagement
  • Loyalty and Rewards
  • NPS
  • Outsourced Call Centres
  • Predictive Analytics
  • Robotics and Process Automation
  • Social Media Management
  • Software and IT
  • VOC
  • Voice of Employees

Who's Speaking?

James Muiruri

GM Business Transformation

Bliss Healthcare

Nivi Sharma



Sheila Bundi

Head of Contact Centre Service Excellence

DTB Kenya

Christine Sogomo

Africa Lead - Customer Experience Operations


Judith Bogonko

Group Head Customer Experience

APA Insurance

Raphael Wambugu

Head of Contact Centre

Kenya Revenue Authority

Pauline Macharia

VP, Customer Experience

SBM Bank

Seema DeSouza

Head of Customer Experience

Commercial Bank of Africa

Sonal Haria

Founder & CEO

Canvas Cosmetics

Wavi Muigai

Head of Corporate Communication & CX

Higher Education Loan Board

Sarah Oyangu

Director of Digital Marketing

Standard Charted Bank

Edna Maritim

Head of Customer Experience

Vivo Wear

Ali Shabdar

Business Development Director MEA

Zoho Corporation

Hartnell Ndungi

Chief Data Officer

Barclays Bank

Sarah Muriuki

Head of Customer Proposition & Chief Customer Officer

Barclays Bank

Daniel Omollo

Senior Manger Research Financial Services Sector


Our Partners

Technology Sponsor

Bronze Sponsor

CX Knowledge Partner

Media Partners


Contact us for speaking opportunities

Time Session

8:00 - 09:30

09:30 - 09:40

09:40 - 09:50

Introducing the Chair

James Muiruri, GM Business Transformation,
Bliss Healthcare

09:50 - 10:10

10:10 - 10:30

Enhancing Customer Experience through Digitalization

Sarah Oyangu, Director of Digital Marketing,
Standard Charted Bank

10:30 - 10:50

Reserved for Zoho Corporation

Ali Shabdar, Business Development Director MEA,
Zoho Corporation

10:50 - 11:30

Panel Session

Having CX as Part of your Organization Core Strategy differentiator amidst market disruption

  • Measuring ROI for your CXO
  • Embracing disruption and implementing continuous innovation across multiple touch points to facilitate your customer
  • Rethinking solutions from Customer viewpoint rather than the traditional product centric view
  • Involve multiple stakeholders to understand and address the need to have CX as part of your core Business strategy

Nivi Sharma, COO,


Christine Sogomo, Africa Lead - Customer Experience Operations,

Judith Bogonko, Group Head Customer Experience,
APA Insurance

Edna Maritim, Head of Customer Experience,
Vivo Wear

Sonal Haria, Founder & CEO,
Canvas Cosmetics

11:30 - 12:00

12:00 - 12:20 PM

Digitization of Contact Center: Selecting the right partners

  • Criteria for selecting the right solution provider
  • Learning how to get the best out of collaboration and partnership
  • Discuss ways of improving 'Self Services' through digitization

12:20 - 12:40 PM

Artificial Intelligence and Robotics: the future of Call Centers

  • Transforming your Call Center from a Cost Center to a Profit Center
  • Discuss workforce management strategies and its opportunities for generating business
  • Understand the dynamics of technological evolution and turning it to your advantage
  • Integrating new channels for better information handling and informed decision making for agents

12:40 - 1:10 PM

Panel : Contact Centre – A powerful tool to transform the success of a brand in today’s digital world

  • Leveraging your human touch advantage at the call centre to enable empathetic conversations
  • Managing negative experiences & turning them around to positive ones
  • Giving customer-facing teams the training they need to treat each customer interaction with care and empathy
  • Exploring new age technologies like AI, RPA and Chatbots to assist customer 24*7, while also ensuring seamless experience across the channels, using one customer view
  • Transforming customer service to resolve queries faster and more cost-effectively
  • Moderator

    James Muiruri, GM Business Transformation,
    Bliss Healthcare


    Sheila Bundi, Head of Contact Centre, Service Excellence,
    DTB Kenya

    Raphael Wambugu, Head of Contact Centre,
    Kenya Revenue Authority

    1:10 - 2:15 PM

    2:15 - 3:00 PM

    Round Table Discussions

    • Discussion 1 - Blending CX with Technology
    • Discussion 2 - Kick Starting a CX focused culture within the organisation
    • Discussion 3 - Engaging Customers on Social media

    3: 00 - 3:20 PM

    3: 20 - 3:40 PM

    Developing Effective Metrics to Measure CX Improvements Accurately within your Organisation

    Seema DeSouza, Head of Customer Experience,
    Commercial Bank of Africa

    3:40 - 4:00 PM

    Does your Data & analytics contribute to CX and eventually your bottom line?

    • Data and insights for a superlative CX Translating the dark and untouched data to business value
    • Infusing customer insights into the organisation to promote customer connectedness
    • Does Predictive analysis work?

    Wavi Muigai, Head of Corporate Communication & CX,
    Higher Education Loan Board

    4:00 - 4:30 PM

    4:30 - 5:15 PM

    Round Table Discussion

    • Discussion - 1 AI, Chat Bots Vs The Human Touch
    • Discussion - 2 Customers your Brand Ambassadors
    • Discussion - 3 CX in your Team's DNA , What the Role of HR

    5:15 - 5:45 PM

    5:45 - 6:30 PM

    Time Session

    10: 30 - 1:30 PM

    2:30 - 5:30 PM

    Conference Location

    Nairobi, Kenya

    Hotel Information

    Villa Rosa Kempinski



    B2-306 Elita Promenade
    JP Nagar 7th phase
    Bangalore 560078

    Reach us on: +91 8049521553

    Write to us: [email protected]com