„Customer loyalty is not an emotion or an opinion, it is an activity.“ - Manzie R. Lawfer
Telecom operators are becoming more and more competitive in terms of delivery of service to its customers. Customers are taking advantage of this and demanding higher service standards. There is a shift from being a mere network operator to delivering more personalized services which customers are demanding.
Customers want to know if their individual concerns are being addressed. With high churn rate, developing loyalty among existing customers is a priority. With Africa predicted to grow at an average of 4.3% in 2010, communications becomes an important part of business. Therefore, how do you enhance customer experience for B2B customers who drive growth? Telecom Operators are also exploring the viability of outsourcing their customer service operations to BPO’s. but the big question here is ‘How many qualified BPO’s exist in Africa?’
This conference will bring together the best African telecoms experts over two HIGHLY INTERACTIVE days. This is your opportunity to network with your colleagues, competitors & counterparts & come with more effective and strategic approaches for better customer service.
Key Speakers:
- Christian de Faria, Senior Vice President Commercial & Innovation, MTN Group
- Christelle Hicklin, Relationship Artiste, Virgin Mobile, South Africa
- Megan Arthur, General Manager: Customer Development & Retention, MTN, South Africa
- Clint Payne, CustomerCareManager, CellC, South Africa
- Kenechukwu Okonkwo, Head Marketing Research & Planning, Zain Nigeria, Nigeria
- Otis T. Makahamadze, Head of Customer Services, Econet Wireless, Zimbabwe
- Jane Siongok, Customer Service Director, Essar Telecom Kenya, Kenya
- Enwell Kadango, Marketing Director, Zain Malawi, Malawi
- Marwa Essam, Churn Management Manager, Mobinil, Egypt
- Bouba Kaele, Customer Experience Manager, MTN, Cameroon
- Mato Shimabale, Customer Services Director, Zain Zambia, Zambia
- Odunayo Sanya, Senior Manager Business Planning & Customer Management, MTN, Nigeria
- Najenjwa Mbagga, Manager Customer Care Back Office, Vodacom, Tanzania
- Stephen Wadegu, Customer Service Manager, Telkom Kenya - Orange, Kenya
- Hatim Badawi, Customer Care Director, Etisalat Misr, Egypt
- Usman Gumi, Chief Executive Officer, GiCell Wireless Ltd, Nigeria
Key Advisors:
- Kenechukwu Okonkwo, Customer Loyalty and Retention Manager, MTN, Nigeria
- Irene Madeje Mlola, Customer Service Director, Zain, Tanzania
- Deborah Aspoas, Contact Centre Systems Manager, Cell C
- Dr. Ham-Mukasa Mulira, Senior Presidential Advisor on ICT, Government of Uganda
- Marwa Essam, Churn Management Manager, Mobinil
- Diego Gutierrez, Chief Operations Officer, Millicom Ghana Ltd
- Christelle Hicklin, Relationship Artiste, Virgin Mobile
Key topics:
- Enhancing customer experience for B2B customers in Africa
- Customer Experience Management: Everyone talks but who actually does it?
- Using CRM to leverage relationship-building
- Integrating CRM with business intelligence tools
- The value of proactive churn prevention strategies
- Building loyalty among customers who are price sensitive
- Creating Revenue streams for contact centres: Moving from a Cost Centre to a Profit Centre
Who should attend:
Target companies:
Mobile operators, Fixed Line Operators, BPO’s, MVNO’s
Departments and job titles:
Vice Presidents, Heads, Directors and Senior Managers of CRM, Customer Care, Customer Service, Customer Loyalty, Customer Retention, Churn Management, Customer Life-Cycle Management, Segmentation, Call Centre, Contact Centre, Marketing, Sales, Billing, Business Intelligence
Brochure Request
| Event info: T: +9181 0580 5411 F: +9180 4050 9933 E: lucia.kasanicka@fleminggulf.com |
Sponsorship info: T: +9197 3118 3803 F: +9180 4050 9933 E: john.paul@fleminggulf.com |
Associate Sponsor:
Telecom Namibia Limited is the national telecommunications operator, established in August 1992 and wholly owned by the Government of the Republic of Namibia. Telecom Namibia is functioning as a commercialised company and as a subsidiary of its parent company, Namibia Post and Telecom Holdings Limited.
Endorsing Association:
GRAPA is not standing at the sidelines during this exciting and critical time. We continue to work aggressively with members from around the world to try to better understand what people are doing, how they are doing it and how we can help to formally define these functions, roles and responsibilities and integrate them into our standards/procedures and standard controls libraries.
Endorsing Organization:
160Characters.org has been tracking the mobile messaging industry since 2001. Activities include an industry news web site, free email newsletter, seminars, and the annual Mobile Messaging Awards. While we still firmly believe that SMS has still much untapped potential, at 160Characters the focus is on all types of mobile messaging including MMS, MIM, voice, email and what can be done with them.
Media Partners:
