CEM Expands, Japan comes to the fore and CX professionals go to the polls

Posted Tue, 11/06/2018 - 15:12
By News

CEM Expands, Japan comes to the fore and CX professionals go to the polls

CEM Africa Expands

As Africa's largest customer experience showpiece moves into its eighth year, it has for the first time acquired the use of a full hall at the Cape Town International Convention Centre. The 2019 event will be making use of both ballrooms east and west to accommodate the unrelenting surge in demand from customer experience professionals across Africa.

Juan Mouton, Portfolio Director for CEM commented; "The move for us in acquiring a larger space is really just a move in keeping pace with the CX market. The macro economic conditions are tough out there, but we are seeing organisations doubling down on customer experience as their key competitive differentiator. We need to be able to reflect that trend and the additional space allows for us to create an experience where CX passionate brands can express themselves and delegates can enjoy an experience that their customer have grown accustom to receiving."

The floor plan for the 2019 event is set to be released in a few weeks and there will be some very unique opportunities for brands to take their participation to the next level. Contact matt@kineticevents.net for more information.

Japan comes to the fore

Whilst the United States and Europe have been battling away through their mega brands for the title of kings of customer experience, the real emperors of experience have been quietly winning the CX game in the land of the rising sun. A respect bound culture plus unforgiving customers have created the world's highest service standards. And CEM are bringing those to fore in 2019.

An American express survey recently found that more than 56% of Japanese customers would shift brands after one bad experience. The UK reported 37% and the United States 32%. In a country where trains offer apology notes for employers when they run only a few minutes late, it's easy to see how these two cultural traits of precision and kindness have created a winning formula.

CEM Africa will be exploring case studies from some of Japans best in customer experience, starting with Stuart Farrell, the CEO of Les Mills Japan. This global search for best practice aims at allowing African customer experience professionals to build their best by picking apart golden nuggets that can be applied to local execution.

South African CX Professionals go to the polls

Hundreds of South African customer experience professionals, consultants and vendors will be voting on the establishment of a national professional body for customer experience. The 9th November vote is open to anyone who feels they are a stakeholder in South African CX and there is a call for as many people as possible to be involved in the vote.

Interested stakeholder will need to register at www.cxi.co.za/register and complete their profile to confirm where they will attend the vote (Cape Town, Johannesburg, or Online) Only those who have registered, and attend can vote. Only those who have registered can nominate and accept nomination for potential Governance Board seats.

All of the relevant information is available on www.cxi.co.za/newsletter or www.cxi.co.za/invite or www.cxi.co.za/nomination

The 8th Customer Experience Management Africa Summit is being hosted on the 31st July and 1st of August 2018 in Cape Town.

Click here to request more information.

Click here to register online.