exploring customer engagement in the digital age · mapping the customer journey omni-channel and...

Conference sessions to be covered

Exhibiting & sponsoring partnersLoyalty programmes and customer engagement Compliance and customer due diligence (CDD)Developing strategies for creating a digital sales enablement Mapping the customer journey Omni-channel and customer engagement Digital customer experience and the future

Your professional conference organiser Trade Conferences International | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCI

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Exploring customer engagement in the digital age

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4 & 5 September 2019, Indaba Hotel, Fourways, Johannesburg

Knowing your customer in a digitally innovating world

Gerrit de Villiers, Presales Manager, InovoLauren Barber, Customer Engagement Solutions, SBVYurika Pistorius, Head of Compliance, ClientèleAnretia Ferreira, Owner, Blue Steering Ross Sibbald, Commercial Director, Striata Marketing SolutionsLizzy van Niekerk, Founder, Little Rabbit DigitalDr Derek Shirley, Chief Executive Officer, Cornerstone Performance SolutionsAnthony Kotton, Managing Director, One Loyalty RewardsBoitshepo Gaitate, Associate in Applied Behavioural Economics, Genesis AnalyticsEben Esterhuizen, Founder and General Manager, OnShelf PharmaTanya Grobler, Chief Executive Officer, Mahala Loyalty ProgrammeYugeshree Frylinck, Chief Experience Officer, The CX GroupCandy Steyn, Edgars Club/ ThankU Card Operations Manager, EdgarsTyron James Hall, Chief Executive Officer, DevproxLizette Akker, Customer Experience Management, IQbusiness Cassie van Wyk, Chief Marketing Officer, DevproxDerek Martin, Principal Consultant, BSG Yaron Assabi, Founder & Chief Executive Officer, Digital Solutions GroupPerry de Jager, Head: Call Centre and Collections Solutions, PrincipaGraham McLeod, Enterprise Business Architect, GijimaDylan Edel, Senior Sales Executive & Strategic Partnership, DocfoxLuwela Nodada, Associate in Applied Behavioural Economics, Genesis-Analytics

Ans Gerber, Marketing Solutions Consultant, ExperianRynhardt Grobler, Head of Commercial Deals, Mint Management TechnologiesBianca Fernandes, Digital Engagement Manager, InvestecDebbie Ghillino, Founder and Director, The Incentive CompanyJean-Michel Cornish, Senior Business Solutions Manager, SAS Sub-Saharan AfricaKarl Dinkelmann, Director, AccTech SystemsDavid Coleman, Head: Analytics, ExperianKelvin Jonck, Managing Director, YouKnowSheldon Singh, Analytics Executive, Jellyfish Ilse Kaya, Business Development, The Digital DatabankDan Taitz, Managing Director, Berelo InnovationsArthur Britz, Chief Executive Officer, HTSA

Your esteemed speaker panel

Plus panellist representatives

This high-powered 2-day conference will include 3 panel discussions , 2 streams and host over 40

speakers

Your professional conference organiser trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCI

“Thanks to you and your team for a great conference. Well done for putting this together.”

– Ashleigh Jacobs, Segment Manager, YOUKNOW

“I would like to compliment the calibre of presenters.” – Andrew Irumba, Group

Manager: Marketing Operations, Sun International

“The content of the conference was relevant to current business practice” – Lance Nkwe, New Markets Leader,

Flight Centre Travel Group

“Conference topics very relevant.” – Nompilo Manyosi, Customer Experience

Executive, Bayport Customer Service

“I enjoyed that new technologies were introduced.” – Ilse Kaya, Business Development, Digital Databank

“The selection of speakers is compliment to the subject matter.”

– Terry Kelly, Chief Executive Officer, Digital Databank

Times have changed. Consumers are just not consumers anymore.

The last couple of years gave rise to the digital consumer who shop online, learn online, communicate online and being entertained online. Organisations are changing their perspective on dealing with consumers. Opportunities are abound. With changing the perspective on how the digital environment is viewed, companies will be able to seize the opportunities in the market where consumer relevance is king.

Digital consumer engagement as a major part of an integrated set of end-to-end services and solutions that brings together strategy, technology, analytics, is essential for the success of any company.

Customer engagement, as part of omni-channel approach featuring digital communication tools, is often the result of positive customer experiences. By capturing and analysing data from every customer touch point, will allow companies to understand which interactions are increasing engagement and which are hurting it.

With this insights you gain, you can create a customer engagement model that outlines what kinds of experiences you want to deploy at each stage of the customer journey.

Attending the DCX Con will give attendees the wisdom to correct missteps and plan future digital customer engagement activities so that companies can reap the benefits of fully engaged, loyal customers.

The event organised by Trade Conferences International (TCI) is taking place on 4 & 5 September 2019 at the Indaba Hotel, Fourways, and Johannesburg.

The programme will tackle digital and customer engagement issues, explore the importance of digital adoption and new technologies that will assist customer engagement as well as navigating the future of trends.

It will touch on topics such as loyalty, customer due diligence, omni-channel, sales enablement, the customer journey, use of technology and how this relates to the bigger issue of digital customer engagement.

We invite all delegates to join us at this event. For more information to join the speaker panel, contact the Project Manager, Lerato Mohlala or Bandile Ngobese on 011 803-1553.

Learn more about TCI affecting the Southern African market.• TCI events feature top-level decision-makers and industry experts.• 10 000+ delegates attended TCI conferences over the last 16 years.• 97 % of attendees say that TCI events are well organised.

• TCI has hosted more than 350 national events since 2002 within the government, transport, insurance, technology, finance & IT industries.• It is registered as a preferred conference organiser for all major banks for more than10 years.• TCI is a proudly South Africa company, addressing global issues

Who should attend? Digital Customer Experiene (DX) areas

Professionals working in the following sections will benefit from attendingthis conference:

CRM * customer insights * customer acquiring & retention * client liaison * brand management * digital marketing * market research * business development * sales * customer experience * marketing analytics * digital * market segmentation * CVM * mobile marketing * social media * channel management * analytics * PR & communications * mobile banking * e-commerce * KYC *client onboarding * customer due diligence * client service * call centres * data analysis * customer segmentation

Your customers’ primary type of engagement experience is moving to digital

Commentsfrom delegates

who attended from our Brand & Customer Loyalty, Loyalty & Rewards,

and Digital Customer Engagement conferences

at the DCX Conference is the right option for your marketing mix:

Channelflexibility

Simplicity and ease of

use

Purchase convenience

Serviceconvenience

Reachability

Personalization

The DX a company delivers to its customers is highly dependent on the maturity of its digital channels in six key areas, assessed from the customer’s perspective

Digital Customer

Experience Excellence

Source: Peppers & Rogers Group

Your professional conference organiser trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCItrade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more information

3fifteen* ABSA Rewards * Acceleration * Accenture * African Bank * Amadeus GTD * Argility * Association of International Product Marketing and Management * Avios South Africa * Banc ABC Mozambique * Mr Price Financial Services * My Gate * Nashua Electronics * Vodacom * Wantitall * Waterlinx * Wesbank * Wetherleys * Wincor Nixdorf * Woolworths Financial Service * Yuppiechef * BankservAfrica * Barclays Africa * bidorbuy.co.za * Bowman Gilfillan Attorneys * Brandseye * Capitec Bank *Cllickmaven * Clicks * Striata Communications Solutions * Sun International * Syntell * Talk2us * Telkom * The Foschini Retail Group * The Spar Group * Times Media * TLC Marketing * UNISA * University of Johannesburg * Van Schaik Bookstore * Effective Intelligence * Clientele Life Assurance Company * Comair * CTRL Room * Deloitte & Touche * Demographica * Derivco * Digiata Technology Services * Digital Planet * Digital Warrior * Dimension Data * Dischem * Discovery * DMASA * DSTV Online * Econet * Edcon *Nedbank * NetFlorist * NXT/Digital Innovation * Old Mutual * One Loyalty * Oracle * Paycorp Holdings * Paym8 * PEP Stores * Pick n Pay * PresLes * Prezence Digital * PricewaterhouseCoopers * Rand Merchant Bank * Rawson Property Group * Robinson Liquors * SA Mint * Sanlam Health * SAP Africa * Saratoga * Shoprite Checkers * South African Post Office * SSQ Exhibitions * Standard Bank * Engen Oil * EY * Europ Assistance SA * Exclusive Books * Experian South Africa * Expert E – Commerce * Flight Centre SA * FNB Botswana * Izazi Solutions * JDG Trading * Juta * Kalahari.com * Karabina Solutions * Keystone Consulting * Liberty * Look & Listen * MAC Consulting * Makro * Markham * MBD Credit Solutions * FNB * Google South Africa * Hi-Fi Corporation * Hollard Insurance * Homechoice * Incredible Connection * Innovation Agency * Investec and many more…

If you are in the digital sector of customer engagement? take advantage of this sponsorship and exhibition opportunity at the

Organisations which attended recent marketing events

If you answer yes to these 5 questions

at the DCX Conference is the right option for your marketing mix:

sponsoring/exhibiting

Do you want to maintain your company’s reputation for being involved and

committed to innovation within the digital customers’ experience whilst engaging with you?

1

Do you want to position your company’s profile as a leader in the isk management,

procurement and supply chain environement?

4

Do you want to generate sales leads and add possible clients to your database?

5

Do you want to gain direct access to a high quality and niche focused audience?

2

Sponsorship and exhibition opportunities available at the DCX Conference 2019

Promoting your company allows you several networking opportunities with high profile delegates and speakers. It also gives the sponsoring company an opportunity to penetrate and position itself as an active player in the customer engagement industry.

TCI offers sponsoring or exhibiting companies the perfect opportunity: • to increase brand awareness• attain sales leads• exposure amongst our target audience• ranking yourself as an industry leader

TCI has been a registered and preferred conference organiser for all major banks and financial institutions in Southern Africa for more than 10 years!

Being present at TCI’s DCX Conference 2019 will ensure that you are in direct contact with organisational decision-makers in the DCX sector.


Do you want to provide a permanent reminder to attendees of the services and

products provided by your company?

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Exploring customer engagement in the digital age

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4 & 5 September 2019, Indaba Hotel, Fourways, Johannesburg

Your professional conference organiser trade conferences internationalTCI

WEDNESDAY 4 SEPTEMBER 2019

RegistrationOpening remarks by Larry O’Sulivan

Overview

State of customer experience and what SA must do now. • traditional business functions• what consumers need • key strategies to focus on today• the future with or without youYugeshree Frylinck, Chief Experience Officer, The CX Group

B2B digital trends of the future• manufacturers are turning to e-commerce• machine learning applications to grow• saturated models and disruption• self-help vs sales repsCassie van Wyk, Chief Marketing Officer, Devprox

CASE STUDY: Digital KYC platform - turning FICA into your competitive advantage • digital KYC platform helping to end money laundering• use of compliance dashboard and software for rapidly on boarding, risk rate and verifying customers of all sizes and complexityDylan Edel, Senior Sales & Strategic Partnership, DocFox

Mid-morning refreshments

Omni-channel and customer engagement

Integrating disparate channels into a seamless experienceGerrit de Villiers, Presales Manager, Inovo

Self-service is the most cost-efficient and effective modelPerry de Jager, Head Call Centre and Collections Solutions, Principa

Case study: B2B can old fashion business turn into a customer behaviour businessLauren Barber, Customer Engagement Solutions, SBV

Panel Discussion - Challenges of Omni-channel Customer EngagementAns Gerber, Marketing Solutions Consultant, ExperianIlse Kaya, Business Development, The Digital DatabankDebbie Ghillino, Founder and Director, The Incentive CompanyCandy Steyn, Edgars Club/ ThankU Card Operations Manager, Edgars

Lunch and Networking

Compliance and customer due diligence (CDD)

Risk management and compliance programmes: more than customer due diligence and KYCYurika Pistorius Head of Compliance Clientèle

Automating fraud detection and prevention• Refining and re-engineering processes that are not compliant with Regulations/ best practices for Customer Due Diligence • Adding additional layers of security at the right layers/ locations • Adding Auditing (useful when police come knocking and needed for steps below) • Automating refined manual processes / checks as a first measure to avoid human error • Adding simple mechanisms for anomaly (abnormal behaviour) detection and flagging • Adding Machine Learning Models for outlier detection and flagging (fraud or unusual activity based on client/ profile) • Refining ML models to detect more and predict/ prevent problems before they occur ( client behaviour profiling and guiding client for risk avoidance)Tyron Hall, Chief Executive Officer, Devprox

Afternoon refreshments

STREAMS (Choose one on your right)

08:0008:25

08:30

09:00

09:30

10:00

10:15

10:45

11:15

11:45

12:45

13:45

14:15

14:45

15:00

STREAM 1

STREAM 2

Loyalty programmes and customer engagement

Cell phone and web based loyalty programmes• digital system capability• plugging in meaningful content • marketing and engagementAnthony Kotton, Managing Director, One Loyalty Rewards

Creating customer loyalty for lower Living Standard Measure in the banking and financial services industryTanya Grobler, CEO - Mahala Loyalty Programme

Driving growth and value through digital loyalty programmes • what makes a successful loyalty programme• implementation and management challenges of digital loyalty programmes• meeting customers’ engagement experience expectations • what the future holds for the digital loyalty programmeAnretia Ferreira, Owner, Blue Steering

End of day one

Developing strategies for creating a digital sales enablement

A behavioural economics approach, customer engagement strategies and personalised communication• introduction to behavioural economics• the power of personalisation• nudging sales through customer engagement• what does this all mean for digital design in a sales environmentBoitshepo Gaitate , Associate in Applied Behavioural Economics, Genesis AnalyticsLuwela Nodada, Associate in Applied Behavioural Economics, Genesis Analytics

Understanding your company’s social media maturity• social media has evolved into an enterprise channel• it should be treated with the same prominence as your call centre or storefronts• where is your organisation in terms of its social media maturity?• why is this important?• how do you help move it along in its evolution?Kelvin Jonck, Managing Director, YouKnow

A practical approach for combining customer experience and data science to deliver transformational business insight• what do you know about your customer? • you may see attempts to gather insight through service satisfaction surveys and net promoter scores. • additional insight may be obtained through applying data science techniques to internal and external data• through a track record of completed projects.Derek Martin, Principal Consultant, BSG

End of day one

15:00

15:30

16:00

16:30

15:00

15:30

16:00

16:30


DAY 1

Ilse KayaBusiness Development

The Digital Databank

Ans GerberMarketing Solutions

ConsultantExperian

Debbie GhillinoFounder and DirectorThe Incentive Company

PAN

EL DISCU

SSION

SPEAKERS

Your professional conference organiser trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCItrade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more information

PAN

EL DISCU

SSION

SPEAKERS


8:00 Registration8:25 Opening remarks by Larry O’Sulivan

Mapping the customer journey

CJ2V: on the customer journey to value, put the horse first, not the cart.• adopt the value mind-set• mapping the cj2v • align the value proposition• multiply value on digital platforms• lead for valueDr Derek Shirley, Chief Executive Officer, Cornerstone Performance Solutions

Connecting to a connected audience• creating meaningful connections through social media.• bringing more people to the conversations.• are you saying what they want to hear?• defining who your online audience is and how to connect to themLizzy van Niekerk, Founder, Little Rabbit Digital

Designing your optimal customer experience ecosystem in the digital age• introduction to the customer performance landscape• start with knowing your customer and their needs and successful outcomes• build a supporting landscape that brings together all the elements of the organization (people, process, technology)Lizette Akker, Customer Experience Management, IQbusiness

PANEL DISCUSSION - Customer journey mapping and the importance for the business brandSheldon Singh, Analytics Executive, JellyfishDan Taitz, Managing Director Berelo, InnovationsRynhardt Grobler, Practice Head for Customer Centricity, Mint Management TechnologiesDavid Coleman, Head: Analytics, Experian

Midmorning refreshments

Digital customer engagement technology

Power of email• the power of email, how and why• email as part of an omni-channel experience• email in creating the right customer experience • human centred communications Ross Sibbald, Commercial Director, Striata Marketing Solutions

Unavoidable technology and customer engaging • beyond just one touch point – the holistic customer experience journey• using the ever-morphing tech to attract and keep consumers • technology and automation: magnetising and increasing the depth of customer’s relationship with your brand• defining the “good customer experience” of the future Eben Esterhuizen, Onshelf Pharma

How to unlock better business results through a differentiated customer experience • enhancing the customer experience requires understanding the customer journey • AI chatbots working alongside AI-assisted agent engagements to deliver insights • smarter, more personalized mobile engagement.Yaron Assabi, Founder & Chief Executive Officer, Digital Solutions Group

PANEL DISCUSSION - Improving customer experience by using AIBianca Fernandes , Digital Engagement Manager, InvestecArthur Britz, Chief Executive Officer, HTSAKarl Dinkelmann, Director, AccTech Systems Jean-Michel Cornish, Senior Business Solutions Manager, SAS

Lunch

DCX and the future

14:45 Digital customer service and the contact centre• the traditional Contact Centre• digital channels to the Contact Centre• the Future of Client ServiceGraham McLeod, Enterprise Business Architect, Gijima

End of Conference

08:30 08:25

08:30

09:00

09:30

10:00

11:00

11:15

11:45

12:15

12:45

13:45

14:45

15:15

THURSDAY 5 SEPTEMBER 2019DAY 2

Sheldon SinghAnalytics Executive

Jellyfish

Rynhardt GroblerHead of Commercial Deals

Mint Management Technologies

Dan TaitzManaging DirectorBerelo Innovations

David ColemanHead: Analytics

Experian

Karl DinkelmannDirector

AccTech Systems

Arthur BritzChief Executive Officer

HTSA

Bianca FernandesDigital Engagement

ManagerInvestec

Jean-Michel CornishSenior Business Solutions

ManagerSAS Sub-Saharan Africa

The content of the conference

was relevant to current business

practice

Lance NkweNew Markets Leader

Flight Centre Travel Group- Brand and Customer Loyalty

Conference 2019

“”

Your professional conference organiser trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCIYour professional conference organiser trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more informationtrade conferences internationalTCI

Meet the engagement and customer experience experts delivering presentations at the DCX Con 2019

DISCOVER

why digital customer engagement is most effective across all

industries

GAINinsights into emerging

processing & using social media

CAPITALISE

on smart effective digital strategies

EXAMINE

different mobile strategies to enhance

interaction and satisfaction

ACCESS

information regarding the link between customer loyalty

and digital communication

Ross SibbaldCommercial Director

Striata Marketing Solutions

Tanya GroblerChief Executive Officer

Mahala Loyalty Programme

Lizette AkkerCustomer Experience

ManagementIQbusiness

Anthony KottonManaging DirectorOne loyalty Rewards

Lauren BarberCustomer Engagement

SolutionsSBV

Anretia FerreiraOwner

Blue Steering

Cassie van WykChief Marketing Officer

Devprox

Perry de JagerHead: Call Centre and Collections Solutions

Principa

Dylan EdelSenior Sales Executive &

Strategic PartnershipDocfox

Lizzy van NiekerkFounder

Little Rabbit Digital

Yugeshree FrylinckChief Experience Officer

The CX Group

Tyron James HallChief Executive Officer

Devprox

Luwela NodadaAssociate in Applied

Behavioural EconomicsGenesis-Analytics

Boitshepo GaitateAssociate in Applied

Behavioural EconomicsGenesis Analytics

Yurika PistoriusHead of Compliance

Clientèle

Eben EsterhuizenFounder and General

ManagerOnShelf Pharma

Dr Derek ShirleyChief Executive Officer

Cornerstone Performance Solutions

Derek MartinPrincipal Consultant

BSG

Graham McLeodEnterprise Business Architect

Gijima

Kelvin JonckManaging Director

YouKnow

Benefits of attending DCX conference

trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more information

SPONSORSHIP AND EXHIBITION REGISTRATION FORM

REGISTRATION DETAILS

Please note: Upon receiving the registration form, an invoice will be issued electronically. When payments are made, please supply the bank with your company name as reference.Fees include lunch, refreshments and conference documentation. The organisers reserve the right to make necessary changes to the programmes, speakers, venue or the dates should the need arise.

CANCELLATIONS will only be permitted within 5 days of registration. Thereafter your organisation will be held liable for payment of the full amount with no exceptions. Cancellations must be done in writing and forwarded to Trade Conferences International at [email protected] or faxed to 086 582 2981.

NB: I hereby acknowledge that I have read and understood all the terms and conditions ofregistration, and have the authority to approve the registration

FULL AMOUNT TO BE PAID : (Inc. VAT) DATE :FULL NAME OF APPROVING MANAGER : DIRECT LINE :DESIGNATION : EMAIL :PLEASE TICK THE BOX WHICH SERVES AS CONFIRMATION OF BOOKING:

Please Register the following delegates for the above conference Dietary PreferenceFull Name: Designation: Email: Cell No: Full Name: Designation: Email: Cell No:Full Name: Designation: Email: Cell No:Full Name: Designation: Email: Cell No:Full Name: Designation: Email: Cell No:Department:Company Name: Company VAT no: Company Tel: Fax no:Person dealing with accounts: Designation: Email: Postal Address: Type of Business:

K H N/A

*K = Kosher *H=Halaal

K H N/AK H N/AK H N/AK H N/A

DELEGATE REGISTRATION FORM

Normal registration fee: R9 200 + VAT = R10 580 p.p.10% Group discount (3+): R8 280 +VAT = R9 522 p.p.15% Group discount (5+): R7 820 + VAT = R8 993 p.p.

Registration cost does not include transport and accommodation

4 Simple ways to registerE-mail: [email protected] Tel: 011 803 1553/0009

Trade Conferences InternationalPO Box 665, Fourways, 2055 Fax: 086 582 2981

Registration fee

COMPANY NAME: CONTACT PERSON:COMPANY PHONE NO: COMPANY FAX NO:PERSON DEALING WITH ACCOUNTS: EMAIL ADDRESS: POSTAL ADDRESS: CODE: APPROVING MANAGER: EMAIL: DATE: SIGNATURE: COMPANY VAT NO: AMOUNT(Inc VAT):

Take note: All sponsorship, promotional values, packages are priced without Value Added Tax (VAT). Packages and prices are not final and can be tailored to suit your needs. Prices and packages are subject to change from either the organisers or the sponsoring company pending on agreement, with or without prior notice. Prices are dependant on number of pro-jected attendees, promotional items, design, material, and or manufacturing and printing costs per event. Prices do not include any form of logistics in South Africa or globally. Prices quoted are the promotional value and does not necessarily include the promotional or marketing items. Prices stated are minimum.Upon receiving the signed sponsorship form, an invoice will be issued electronically which must be processed within five days after forwarded. Once the sponsorship form has been completed, the company will be held responsible for payment. When payment is made please supply the company name. The organisers reserve the right to make necessary changes to the venue or programme should the need arise.

The size of your budget doesn’t matter. TCI will create the right branding opportunity for youPlease tick the option/s you are interested in and either fax or email the form back to TCI: Fax: 086 582 2981, or e-mail to [email protected]

All the above prices are quoted without VAT.

HEADLINE SPONSOR PARTNERSHIP (DETAILS ON REQUEST)GOLD SPONSORSHIP PACKAGE: R 120 000 SILVER SPONSORSHIP PACKAGES: R 90 000BRONZE SPONSORSHIP PACKAGES: R 70 000 BRANDING OF REGISTRATION AREA: R 50 000 DUAL SPONSORSHIP PACKAGE A (delegate badges and landyards): R 27 000DUAL SPONSORSHIP PACKAGE B (delegate gifts and delegate folders): R 27 000DUAL SPONSORSHIP PACKAGE C (delegate name badges and promotional insert): R 16 000DUAL SPONSORSHIP PACKAGE D (delegate carybags and beverage sponsor) : R 18 000 CUSTOMISED EXPO PACKAGE

DAY 1 AND DAY 2 SESSIONS SPONSOR: R45 000.00OPEN EXHIBITION SPACE: R 18 000 PREMIUM OPEN EXHIBITION SPACE: R30 000 SHELL SCHEME EXHIBITION SPACE: R 25 500PREMIUM SHELL SCHEME EXHIBITION SPACE: R 38 000

trade conferences international | Call us on: (011) 803 1553 or email: [email protected] for more information

exploring customer engagement in the digital age · mapping the customer journey omni-channel and...

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