Black Woman in patterned sweater at computer

Customer Experience-led
Digital Transformation

21 June, Johannesburg

If your business, like many, is fighting to keep ahead of the competition by undertaking a digital transformation, and differentiate itself with a new focus on customer experience, then you’ve already realized that the organizational change and technological complexity can be overwhelming.

While every enterprise is transforming to meet the digital future, those that can harness this change to re-align their business around the data-driven Customer Experience will be the ones who continue to differentiate themselves in the years to come.

SAS have helped many organisations around the world, and here in South Africa, in partnership with BSG, we have assisted customers to drive business value from data & analytics.

Join us on June 21st to learn:

  • Ten tips from a global digitalization expert on how to undertake a successful digital transformation project
  • How Customer Experience-led transformations can actually drive real revenue-driven outcomes by harnessing new data streams & new engagement channels. 
  • How Design Thinking can help you to align the digital and “traditional” worlds to drive a consistent customer-centred experience
  • How to cut through the hype and find real tangible outcomes from Artificial Intelligence and Big Data projects. 
  • How South African and international enterprises have competed, and won, on customer experience-led transformation projects. 
  • Practical examples of embedded data & analytics in every customer touchpoint.

Speakers

Brett St Clair

Brett StClair
Ex Google Digital Transformation Evangelist

Tony Mooney

Tony Mooney
Digital transformation consultant and former Managing Director: Insights & Decision Science, Sky UK

Simon Marland

Simon Marland
Head: Business Intelligence Solutions - Nedbank Retail & Business Banking

David Cosgrave

David Cosgrave
Customer Intelligence lead, EMEA South, SAS

Greg Desilla

Greg Desilla
Principal Consultant; Data Science - BSG

Derek Martin

Derek Martin
Principal Consultant - BSG

Garth Brown

Garth Brown
Senior Business Solutions Manager - CI, SAS Africa

Jean-Michel Cornish

Jean-Michel Cornish
Senior Business Solutions Manager - CI, SAS South Africa

Agenda

12h30 - 13h30
Welcome & Lunch
13h30 - 14h00Keynote

Brett StClair - Ex Google Digital Transformation Evangelist
14h00 - 14h30Second Keynote: Ten things you need to know about digital transformation. Practical tips for embracing digital to create business value.

Tony Mooney - Digital transformation consultant and former Managing Director: Insights & Decision Science, Sky UK
14h30 - 14h50

SAS Perspectives: Digital Transformation brings new potential opportunities for Customer Experience. SAS will discuss how to make use of NEW capabilities like:

  • New Data Sources to identify & influence customer journeys
  • New ways to identify context to turn service into sales
  • New CX touchpoints to personalize the experience
  • New ways to empower your CX professionals with automation and AI-driven insights

David Cosgrave - Customer Intelligence lead, SAS Africa
Garth Brown - Customer Intelligence Consultant, SAS Africa
14h50 - 15h10Tea Break
15h10 - 15h40Industry Perspectives: How customer-centricity should drive digital disruption projects - how a South African bank embraced digital & AI to find tangible outcomes.

Simon Marland - Head: Business Intelligence Solutions - Nedbank Retail & Business Banking

15h40 - 16h00

SAS Perspectives Part One: Digital Transformation brings new potential opportunities for Customer Experience. SAS will discuss how to make use of NEW capabilities like:

  • New Data Sources to identify & influence customer journeys
  • New ways to identify context to turn service into sales
  • New CX touchpoints to personalize the experience
  • New ways to empower your CX professionals with automation and AI-driven insights
David Cosgrave - Customer Intelligence Lead, SAS Africa
Garth Brown - Customer Intelligence Consultant, SAS Africa
16h00 - 16h20Is your customer the foundation of your digital transformation?
Do organisations truly understand their customers? Using a pragmatic approach, we outline the importance of data and engaging directly with your customers. We’ll discuss how to use an iterative approach to build insight that leads to new channels and offerings, typically driven by technology and digital innovation.

Greg Desilla - Principal Consultant; Data Science, BSG
Derek Martin - Principal Consultant, BSG
16h20 - 16h50SAS Perspectives: Service Design Thinking - taking a holistic approach to customer experience

Jean-Michel Cornish - Senior Business Solutions Manager - CI, SAS South Africa
17h00 - 18h00Cocktails & Networking

Fine Living
No. 10 Parkmore Square,
Olympia Avenue,
Parkmore, Sandton

Directions

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