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Call Center Transformation Forum
21. June - 23. June 2017, Villa Rosa Kempinski, Nairobi

The only program in East Africa, purely focused on Call Center Transformation

Workshop Leader

Bernard Osei-Duah
CEO & Learning, Performance & CEM strategist
BOD Mogul Consults
Know more..

Workshop Leader

Mumbi Odame
Channels & Cash Management Operations (CCXP Certified)
Barclays Africa
Know more..

Co-located with the Customer Experience Management East Africa

IN CHAIR - DAY 1

Julius Odemba, Standard Chartered Bank

Head, Clients Care Center, Kenya and East Africa

IN CHAIR - DAY 2

Bernard K. Chege, UAP Old Mutual Limited

East Africa Call Center Manager

KEY TOPICS

Achieving Call Center Excellence in East Africa

Getting the right recipe for Success: Technology & HR

Flexing your Operational Muscle & Leveraging External Policies to your Advantage

Technology: The key differentiators for better Customer Experience

TAKE AWAYS & SPECIAL FEATURES

  • Understand the policy and regulation scenario of Kenya Vision 2030 pertaining to Call Centers in Kenya

  • Uncover ways to identify, recruit, motivate, grow, &  retain your employees for improved candidature, smoother operations and a happier organization

  • Establish ways to identify and mitigate operational 'bottle-necks', improve upon Project Management contingencies & optimizing organizational structures

  • Learn insights on better Customer Data Management, Transformation from Multi-Channel to Omni Channel Environment & battling infrastructure challenges such as poor connectivity, slow systems & inferior communication

  • CASE STUDY: Development of 'Impact Sourcing Candidates'- A South African learning

  • FAST FIRE SESSION: What is more important? Employee Or Technology

  • DEBATE: Doing it In-house or Outsource? A Techno-Commercial perspective

  • PANEL DISCUSSION: A 360 degree overview of the emerging African market (to be invited representatives from: Kenya, Uganda,Ethiopia)

Speakers

Mercy Wanjau photo
Kenya flag Kenya

Mercy Wanjau

Assistant Director - Regulatory & Governance at Communications Authority of Kenya

Mercy Wanjau is a commercial lawyer, with over 15years of legal and regulatory experience in regulation of information, communication and technology (ICT) sector. She is a graduate of University of Na

Learn more about Mercy >

Rose Chepchirchir Ronoh photo
Kenya flag Kenya

Rose Chepchirchir Ronoh

Manager - Customer Service & Contact Centre at KenTrade - The National Treasury

Ms. Rose Ronoh is a seasoned marketing professional with over 12 years’ experience in marketing management. She currently works at KenTrade; an Agency under The National Treasury in the Capacity of

Learn more about Rose >

Julius Odemba photo
Kenya flag Kenya

Julius Odemba

Head, Clients Care Centre, Kenya and East Africa Retail Clients at Standard Chartered Bank

Julius Odemba is a Client Experience expert with immense experience in Service transformation and Contact Centre management. Julius has transformed service for some of the major brands in Kenya. Juliu

Learn more about Julius >

Job Njiru photo
Kenya flag Kenya

Job Njiru

Head of Customer Experience at KCB Group

Job Njiru joined KCB Group in June 2013 to start up and head the Customer Experience Department. Job’s experience spans from retail, telecoms and banking sectors in the region. He is an alumnus o

Learn more about Job >

Learn the full details about the event program in the downloadable agenda.

CO - LOCATED EVENT - Customer Experience Management East Africa

• The only program in East Africa, purely focused on Customer Experience
• Dedicated workshop on designing and implementing CX strategy
• Understand East African consumer behavior

21. June - 23. June 2017, Nairobi

Who will you meet

- BY POSITION

  • CXO, COO, CIO, VPs, Executive Directors
  • Heads of  IT, Operations, Contact Center
  • Managers of Contact Center, Customer Experience, IT, Contact Experience
  • International Analyst, Advisors
  • Government Representatives
  • ITES Manager
  • Call Center Managers
  • Customer Experience Manager

- BY INDUSTRY

  • Banks
  • Telecommunications
  • Insurance
  • IT
  • Government
  • Healthcare
  • Retail

Sponsors

Customer Management Sponsor

Supporting Associations

Supporting Associations

Venue

Villa Rosa Kempinski, Nairobi, Kenya