The Transformative Power of Africa in Global Customer Experience: A Prelude to CEM 2023
Dennis Wakabayashi
As the Global Voice of CX with an audience of over 300,000 CXers, I redefine what customer experience means internationally, blending journalism, keynote storytelling, and enterprise consulting to spark societal change.
Throughout my career, I have been privileged to experience customer service and customer experience (CX) across a multitude of industries and cultural contexts. However, one particular journey has left an indelible mark on my perception of CX – the African journey.
In 2022, I was invited by the Vuka Group to chair Africa's premier customer experience event, a pivotal opportunity that opened my eyes to the transformative power of African CX. I was struck by the profound integration of the public and private sectors working in harmony, all under the ethos of Umbutu – a cultural philosophy that profoundly permeates every aspect of South African life, from people to businesses, and significantly, their customer interactions.
Umbutu, rooted in the idea that 'I am because we are', fosters a sense of community and shared responsibility. This philosophy is reflected in how businesses approach customer experience. The implementation of CX strategies in Africa is characterized by an in-depth understanding of customers, fueled by an ambitious and detailed approach that strives to meet customers where they are and give them what they want.
Africa's potential in the realm of global Business Process Outsourcing (BPO) services is immense. The unique blend of culture, innovation, and customer-focused strategies positions Africa as a game-changer in global CX.
Looking forward, I am thrilled to announce that I will be attending the CEM 2023 on August 15th and 16th in Cape Town, South Africa. Drawing from the remarkable successes of the past event, CEM 2023 promises to be an even more enlightening and transformative experience. The event will bring together CX enthusiasts, innovative technology creators, and ambitious business strategists from around the globe, all under one roof, for a celebration of the essence of customer experience.
领英推荐
This upcoming event, much like its predecessor, is not just about the exploration and enhancement of CX strategies. It is a celebration of how a unique cultural philosophy, like umbutu, can influence and shape our understanding of customer experience on a global scale.
As we gear up for CEM 2023, I invite each one of you to join us on this journey of discovery and inspiration. Let's explore together how Africa is paving the way for a new era of customer experience.
Whether you're a seasoned CX professional or just starting your journey in this field, CEM 2023 promises to offer valuable insights and a fresh perspective on the ever-evolving world of customer experience. I look forward to seeing you in Cape Town!
Here's the link to register for the event: