25 June 2022, Nairobi, Kenya: The 9th Global edition of CX Transformation Summit - one
of the most Elite CX events returned to Kenya that took place in Villa Rosa Kempinski on
22nd June 2022.
The event was chaired by James Muiruri - CXS TM , Vice President Patient Experience -
LifeCare Kenya, who brought his high enthusiasm and energy to the event. His experience
and expertise loomed on the entire event making it an outstanding one. The speakers got a
plethora of insights from discussing hyper Personalization to Contact Centre and the role of
technology in CX. Each and every discussion was packed with powerful insights and facts.
The summit also featured presentations, use-case studies and educational sessions by
global technology providers who are showcasing their latest solutions designed with the
primary focus on enabling businesses and organisations to take their Customer experience
to the next level.
The summit themed CX in the Era of Experience Economy focuses on the culture of
organisations to provide/craft/execute exceptional experiences/journeys for customers.
"Give power back to the customer. At the end of the day all that a customer needs is a good
experience, memorable experience" - Lynet Owuor Okoth, Head of Customer Experience
Department for National Bank of Kenya said during her keynote explaining about how
organisations are competing to create experiences for their customers today.
"Customer obsession is not a tagline. It's about the culture we create internally and
externally." Quoted by Lucille Aveva, Director Customer Obsession at Safaricom said during
a panel discussion.
With the overwhelming success of the event, the director of Phoenix Business Intelligence
added, "Customer experience is a core value offering of every organisation today, it was very
evident with what speakers presented today. This momentum is only going to rise in the
years to come”.
Speakers of the summit included:
of the most Elite CX events returned to Kenya that took place in Villa Rosa Kempinski on
22nd June 2022.
The event was chaired by James Muiruri - CXS TM , Vice President Patient Experience -
LifeCare Kenya, who brought his high enthusiasm and energy to the event. His experience
and expertise loomed on the entire event making it an outstanding one. The speakers got a
plethora of insights from discussing hyper Personalization to Contact Centre and the role of
technology in CX. Each and every discussion was packed with powerful insights and facts.
The summit also featured presentations, use-case studies and educational sessions by
global technology providers who are showcasing their latest solutions designed with the
primary focus on enabling businesses and organisations to take their Customer experience
to the next level.
The summit themed CX in the Era of Experience Economy focuses on the culture of
organisations to provide/craft/execute exceptional experiences/journeys for customers.
"Give power back to the customer. At the end of the day all that a customer needs is a good
experience, memorable experience" - Lynet Owuor Okoth, Head of Customer Experience
Department for National Bank of Kenya said during her keynote explaining about how
organisations are competing to create experiences for their customers today.
"Customer obsession is not a tagline. It's about the culture we create internally and
externally." Quoted by Lucille Aveva, Director Customer Obsession at Safaricom said during
a panel discussion.
With the overwhelming success of the event, the director of Phoenix Business Intelligence
added, "Customer experience is a core value offering of every organisation today, it was very
evident with what speakers presented today. This momentum is only going to rise in the
years to come”.
Speakers of the summit included:
- James Muiruri, CXS TM Asst.Vice President for LifeCare Kenya;
- Seema Dhanani DeSouza, Group Customer Experience Director for Equity Bank Limited;
- Lynet Owuor-Okoth, Head of Customer Experience Department for National Bank of Kenya;
- Rita Njeri, Director of Customer Success for Pawa Pay;
- Ven Rasugum, Regional Head of Customer Experience & Account Management for JamboPay;
- Gitanjali Parida, Director - Transformation, Customer Experience and Asset Profitability for Telkom Kenya,
- Kennedy Kaberia Kibuthania, Head of Customer Experience (E-comm & On Demand Services) for Jumia Kenya;
- Sheila Gatonga, Head of Ecommerce for Naivas Limited;
- Collins Lumumba, Head of Customer Experience at Metropolitan National Secco;
- Pauline Macharia, Director Customer Experience for SBM Bank (K) Limited;
- David Caleb, Director, Customer Experience (CX) Applications Cloud Business for East West Africa Oracle;
- Abigail Kalua, Director Customer Experience for D.light;
-
Wavi Mungala, Head of Corporate Communication & Customer Experience for The Higher Education Loans.
The event is organised by Phoenix Business Intelligence - focused on supercharging
businesses by creating value and providing quality business opportunities to its clients.
The event is sponsored by
Silver Sponsor - Oracle
businesses by creating value and providing quality business opportunities to its clients.
The event is sponsored by
Silver Sponsor - Oracle
Strategic CX Partner - Jasco - Freshworks
For More Details Contact
Salfaraz Mohammed
CEO - Phoenix Business Solutions
ms@pbi-events.com
+917259298786
Click Find out more for further details about the CX Transformation Summit.
