MMA SA / SAS CX Workshop

It’s hardly a secret to say marketers are shifting their focus from brand to customer experience as the growth engine of the future. However, many of these same marketers are reluctant to “go all in” on this shift due to the perceived complexity and risk associated with making the shift and in turn reaping the full potential benefit of true CX delivery.

So how can organizations overcome perceptions, navigate complexity in order to deliver a successful CX transformation agenda to unlock growth in 2022 and beyond?

MMA South Africa in partnership with SAS are hosting CX Workshop, featuring compelling case studies, thought leadership, trends, and technologies that are fuelling the customer experience industry transformation.

We will share insights and discuss:

• The importance of data in delivering experiences and building trust
• How to create emotional connections that are immersive and interactive
• New approaches to delivering personalized, relevant experiences in a privacy-first world
• How to elevate the CX function from within
• How Digital Transformation impacts Organisations Processes, People, and Culture

Agenda

12: 00-12.10: MMA Welcome / Topic Introduction 

                     Luisa Mazinter: MMA SA Chair Emeritus & Chief Growth Officer at 42Markets Group

12.10-12.30: The Customer Centricity Advantage : A Google Study & Findings on Customer Centricity

                      Linah Maigurira: Head of Industry - Retail. Travel & Gaming at Google

12:30-12:50: Using Design Thinking to bridge the divide between Product Engineers and Marketers

                    Tshepo Matjila: Senior Manager x Design Thinking Competence Lead at IQbusiness South Africa

12:50-13:00: Q&A Session

13:00-13:45: Lunch & Freshments

13:45-14:00: Keys to CX Success: Innovative Ideas, Bold Strategies, Powerful Technology CX MIT report Survey finding

                     James MacDonald: Business solution lead at SAS 

14:00-14:30: Panel Discussion

                     How Digital Transformation impacts Organisations Processes, People, and Culture – Hear from the experts

                     Panelist: 

                     Luisa Mazinter MMA SA Chair Emeritus & Chief Growth Officer at 42Markets Group

                     Lunga Mooi: Digital Marketing, Media and Commerce Director at Unilever Africa

                     Munyaradzi Nyikavaranda Group Executive Head: Digital Analytics & Marketing Technology at MultiChoice Group

                     Tshepo Matjila: Senior Manager x Design Thinking Competence Lead at IQbusiness South Africa

                     Bongeka Mhlongo: Conversation Manager at Up Time Consulting.

14:30-14:40: Closing

14:40-15:00: Refreshments  & Networking