Customer Experience South Africa (CXSA) is a professional association and governing body created to represent Customer Experience professionals in South Africa
The CXSA professional body provides legitimacy for the profession of Customer Experience in South Africa, as well as support for all levels of people intent on improving the experience of the customer CXSA represents a diverse member base of qualified and accredited Customer Experience professionals, corporates focused on improving Customer Experience (CX), suppliers to the customer experience industry, academic professionals, and students
Connect
A platform to connect like minded individuals and organizations to actively engage with industry peers, subject matter experts, service providers and mentors
Learn
A place to facilitate knowledge sharing, innovation, industry best practices, tools and resources that will equip and enable practitioners Build An industry body that drives awareness and ongoing development of experience management as a business practice
On behalf of Optimized Designed Operation Pty Ltd, we would like to extend our heartfelt thanks to all the contributors who made the December edition of Symposiumites a resounding success.
Your contribution, expertise, dedication, and hard work have truly elevated the quality of this publication
Your commitment to excellence has helped bring this edition to life, and we are deeply grateful for your continued collaboration
HaideeAdonis
We look forward to working with you all in future editions
MERRYCHRISTMAStoallandaprosperousNewYear–TillNext time
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TOPFIVE CXTRENDSINSA
Customer experience can make or break a company, yet so many brands struggle to provide meaningful interactions -althoughit'snotforlackoftrying.
As the Head of the Industry Chair in Customer Experience at UP - Prof Adré Schreuder developed a new definitive model for measuring customer TM experience. The new CE Index will contribute to a more refined understanding of quality, expectations, perceptions, customer value, and the emotional dimensions of customer experience, resulting in a modern and that will be used as an industry benchmark and scientifically valid measurement model national index of customer experience.
To ensure absolute credibility and quality governance, the Chair of CX at UP selected CX EXCHANGE (Pty) Ltd as the preferred for the execution of the national survey for and to publish detailed reports of industry benchmark surveys under the trade TM name CE Index
FIRST IN KIND BENCHMARK
It is the first of its kind type of measurement in South Africa Measuring Customer Experience (end-to-end) – other surveys only look at customer service, satisfaction etc
RELIABLE MODEL
The model provides empirical evidence that has been proven to be highly reliable The POC phase included over 8000 F2F interviews that was included in the statistical analysis
CREDIBLE & SUSTAINABLE
Creditability & sustainability achieved through the independent relationship between the University of Pretoria, the Chair of Customer Experience and CX Exchange
ROI
The outcome of the survey can provide our customers with a Return of Customer Experience Investment (ROXI) and an Experienced Based Growth Index (EBGI)
Being Accredited in Customer Experience (CX) also offers professional advancement and entrepreneurship. It indicates know-how and dedication to excellence, which makes you an asset. Accreditation also givesyoutheabilitytoimprovecustomersatisfactionandloyalty,increase revenue and grow your business. CX certification differentiates you in an ever-growing marketplace and sets your company up for long-term success.
Customer Experience & Business Transformation Leader | Driving Growth Through Innovation. I help you deliver Triple Crown benefits, Revenue Growth, Cost Reduction and Service Uplift Simultaneously
As we look ahead to 2025, the customer experience (CX) landscape is evolving at lightning speed. At BP Group, we're not just keeping up with the trends but setting them. Here's what you need to know:
1. Hyper-Personalization: Customers expect experiences tailored just for them. Using advanced data analytics, businesses will offer personalized interactions that resonate on a deeper level. Our ACX program empowers professionals to harness these insights, ensuring your brand stands out.
2. AI-Driven Engagement: Artificial Intelligence is no longer a futuristic concept. By 2025,AIwillbeintegraltodeliveringseamlessCX.Thetoolsarehere,fromchatbots to predictive analytics, and our Certified Journey Management (CJM) Professional coursesaredesignedtohelpyoumasterthem.
My SAICE, Our SAICE Campaign - President’s Feature: Celebrating Leadership and Commitment to the Civil Engineering Profession
The My SAICE, Our SAICE Marketing Campaign - President’s Feature, commenced from 7th to 31st October 2024, spotlighting the journeys of five influential leaders who have shaped the civil engineering profession through their service as SAICE presidents This feature highlighted the value of professional membership, leadership, and continued engagement with SAICE across different career stages The feature includes insights from four past SAICE presidents Fana Marutla (2020), Dr Chris Herold (2016), Errol Kerst (2018), Allyson Lawless (2000) as well as the current president, Andrew Clothier
EXPERT INSIGHTS WITH ANDREW CLOTHIER (CURRENT SAICE PRESIDENT)
The campaign kicked off with a video featuring current and outgoing SAICE President, Andrew Clothier, who shared his personal journey with SAICE and offered expert insights into the institution’s role in shaping the profession Clothier underscored the importance of professional development and SAICE’s commitment to upholding engineering standards With his tenure ending at the end of November 2024, his insights have been invaluable
ENGAGING ENGINEERS
ACROSS REGIONS WITH ERROL KERST (2018 SAICE PRESIDENT)
Errol Kerst, 2018 SAICE President, took centre stage in the fourth feature, encouraging engineers to stay involved with SAICE even if they are not based in urban centres Kerst, who has been with SAICE since he was 17 and is now 71, shared his extensive journey, highlighting the institution’s consistent role in his professional life
About SAICE
STRATEGIC LEADERSHIP WITH FANA MARUTLA (2020 SAICE PRESIDENT)
The second video in the series featured Fana Marutla, 2020 SAICE President. Marutla focused on effective business leadership and the importance of strategic partnerships. He emphasized that organizations such as SAICE are pivotal in driving professional growth and building long-term partnerships that strengthen the industry.
SKILLS DEVELOPMENT AND GENDER
LEADERSHIP WITH Dr. ALLYSON LAWLESS (2000 SAICE PRESIDENT)
The final video showcased Dr. Allyson Lawless, the first female president of SAICE and the 2000 SAICE President Lawless reflects on her trailblazing journey within the institution and speaks passionately about the importance of skills development for engineers She calls on both young and seasoned professionals to continue supporting SAICE’s efforts in advancing the civil engineering profession
A CALL TO ACTION FROM DR. CHRIS HEROLD (2016 SAICE PRESIDENT)
In the third video, Dr. Chris Herold urged civil engineers to join SAICE and take up the baton to keep the profession relevant and dynamic. Reflecting on his time as 2016 President, Herold called on the younger generation to actively participate in SAICE to continue the legacy of great engineering leadership Through this campaign, SAICE aims to inspire engineers at all levels to engage actively in their professional community, reinforcing the idea that the institution is not only a cornerstone for career development but also a platform for leadership, innovation, and strategic collaboration The President’s Feature series serves as a reminder of the lasting impact that SAICE presidents have had in guiding the profession, and it encourages civil engineers to participate in this journey of growth and transformation
Be sure to follow our YouTube channel to learn more about SAICE and keep in touch with all the upcoming initiatives
A link below to all our president’s feature videos: https://youtube com/playlist?lis t=PL7v 6rIgEoy5mfWSFN1Pfv1ap1ay0A0V&si=CxcNxLhYifw1ZnTD
The South African Institution of Civil Engineering (SAICE) is a learned society and voluntary organisation that acts as a catalyst for innovation and good practice in the development of the civil engineering profession SAICE has a membership base of more than 15000 Civil Engineering professionals, and is involved in the development of policies, standards, structures and systems that impact infrastructure at national and international levels.
Media Contact:
Samantha Thomas | Pulse Communications sam@pulsecommunications.co.za
SAICE Contact:
Nthabeleng Lentsoane | Head of PR & Marketing nthabeleng@saice org za
What artificial intelligence can do and can’t do right now” discusses the implications of AI on business.The automation age, how business is evolving because of robotics and machine learning. AI work requires cautiously picking A and B and providing the essential information to help the AI figure out the A→B relationship. Selecting A and B creatively has already revolutionized numerous industries. It is ready to revolutionize many more.
Despitethechallengesposedbyaturbulentbusiness environment,2024hasbeenarobustyearforODO (OptimizedDesignedOperations),markedbysignificant projectsdesignedtoupliftthecustomerservice community
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