EVENT INFO
Everything you need to know about the venue, workshops, registration and directions
Address
Convention Square,
1 Lower Long Street,
Cape Town
Location
Conference sessions will be held in the lower level Auditorium 2, at the lower end of the Jasminium & Strilitzia Conservatories
REGISTRATION Times
Day one registration starts from
7:30am - 8:45am
Conference starts at 9:00am
The CEM Africa summit will be hosted at the CTICC 1, in the Jasminium & Stralitzia Conservatories, and lower level Auditorium 2.
The event will be accessible from the main entrance's labeled 1 & 2 from lower long street, and the overhead bridge from the Westin Hotel.
REGISTRATION:
Registration will be held at the entrance to the CEM Summit, Outside the Jasminium Conservatory.
Day 1 Registration: 7:00am - 8:45am
Day 2 Registration: 8:00am - 8:45am
AGENDA BREAKDOWN
Workshops will start in sessions A & C
DAY ONE
Although brands may be liked or trusted, most fail to align themselves with the emotions that drive their customers’ most profitable behaviours. Some brands by nature have an easier time making such connections, but a company doesn’t have to be born with the emotional DNA of Disney or Apple to succeed. This session will investigate best practice applications of emotional motivators, story-telling to link emotions and creating consistency and relevance when driving customer emotions
- Keynote 1: Connecting the Dots to Experience Value
- Keynote 2: Storytelling that creates emotional relevance
- Keynote 3: Driving consistency with emotional experience to foster long term customer loyalty
- Panel Discussion: Incorporating emotion into the customer journey
- 11:30 | Break
- 12:00 | Workshop Session 1
- 13:00 | Lunch
- 14:00 | Workshop Session 2
- 15:00 | Break
It is clear that measurement is a key factor in allocating company resources and justifying investment in CX. Knowing where to focus and how to construct measureable initiatives is a major pain point for CX professionals. This session will explore what to measure and how to identify correlations between CX initiatives and business objectives to create a measurable customer experience strategy that delivers real business results.
- Keynote 4: Smart data for smarter experiences
- Keynote 5: Correlating key strategic and operational indicators with customer journey touch-points
- Panel Discussion: A CX strategy that can scale
- Power Q&A Panel: Q&A session with a Global CX Power Panel
- End of day 1
DAY TWO
The rapid development of technology in CX has failed to produce a corresponding return. Much of this has to do with an over-prioritization on technology as opposed to the insights that it generates. Extracting value from data will examine how to draw the most out of your data and bring your CX strategies to life. This session will cover best practice case studies and how to leverage technology intelligently to get a more efficient and valuable return on investment.
- Keynote 6: The role of Data in bringing CX to life
- Keynote 7: Case Study: Measuring for design – how the right combination of measurement tools can inform service design *multiple award winners at 2017 CXA Awards
- Panel Discussion: The Practical application of key insights from data
- 11:00 | Break
- 11:30 | Workshop Session 3
- 12:30 | Lunch
- 13:30 | Workshop Session 4
- 14:30 | Break
Customer centricity is an organisation wide prerogative and responsibility. True outside-in-cx is authentic, relevant and bound to the company purpose. This session dives into the practical application of customer centricity, how to tie emotion, measurement and data together in a workable strategy and how to prepare your employees to handle it all.
- Keynote 8: Structuring the business to drive CX change
- Keynote 9: Knowledge development for a new profession, up-skilling tomorrows CX leaders
- Keynote 10: Designing a remarkable Employee Experience
- Panel Discussion: The race towards authentic customer centricity
- 17:30 | End of conference
WELCOME TO THE VENUE
Blue
Entrances are located in various points on the map
Green
The P3 parking lot has the easiest access to where the summit is hosted
Orange
CEM is being hosted in the Jasminium & Strilitzia Conservatories near ENTRANCE 5.
MAPS TO THE VENUE
Download the attached PDF for a summarised version
- 21.5 km via Settlers Way/N2 > Cape Town International Airport
- Take Airport Ring Rd and Airport Approach Rd to Settlers Way/N2 in Kanana - 7 min (4.0 km)
- Head northeast on Freight Rd toward Airport Ring Rd - 260 m
- Keep right to continue on Airport Ring Rd - 1.5 km
- Slight left toward Airport Approach Rd - 48 m
- Keep right to continue toward Airport Approach Rd - 130 m
- Slight left onto Airport Approach Rd - 2.1 km
- Follow Settlers Way/N2, M5 and N1 to F W de Klerk Blvd in Cape Town. Take the Oswald Pirow Street exit from F W de Klerk Blvd/N1 - 13 min (16.4 km)
- Merge onto Settlers Way/N2 - 8.8 km
- Take exit 9 to merge onto M5 toward N1/Milnerton - 2.9 km
- Use the right 2 lanes to take the exit toward F W de Klerk Blvd/N1 - 120 m
- Keep left at the fork, follow signs for N1/Kaapstad/Cape Town and merge onto F W de Klerk Blvd/N1 - 4.1 km
- Use the 2nd from the right lane to take the Oswald Pirow Street exit toward Heerrengracht - 500 m
- Continue on F W de Klerk Blvd. Drive to Lower Long St - 3 min (1.0 km)
- Continue onto F W de Klerk Blvd - 900 m
- At the roundabout, take the 1st exit onto Lower Long St -
- Destination will be on the left - 120 m
- Cape Town International Convention Centre - Convention Square, 1 Lower Long Street, Cape Town, 8001
- 29.3 km via N1 > Durbanville
- Get on N1 from St John Rd and Jip De Jager Dr - 17 min (10.9 km)
- Head northwest on Hyacinth Rd toward Hibiscus St - 120 m
- Turn left onto Hibiscus St - 220 m
- Turn right onto Plein St - 400 m
- At the roundabout, take the 1st exit onto Koeberg Rd/M58 - 700 m
- At the roundabout, take the 3rd exit onto Vissershoek Rd/Vissershok Rd/M48
- Continue to follow Vissershok Rd/M48 - 750 m
- At the roundabout, take the 1st exit onto St John Rd - 1.7 km
- Continue onto Jip De Jager Dr -6.2 km
- Continue onto Mike Pienaar Blvd/M16 - 160 m
- Use the right 2 lanes to turn right to merge onto N1 toward Kaapstad/Cape Town - 700 m
- Follow N1 to F W de Klerk Blvd in Cape Town. Take the Oswald Pirow Street exit from N1 - 12 min (17.4 km)
- Merge onto N1 - 16.9 km
- Use the 2nd from the right lane to take the Oswald Pirow Street exit toward Heerrengracht - 500 m
- Continue on F W de Klerk Blvd. Drive to Lower Long St - 3 min (1.0 km)
- Continue onto F W de Klerk Blvd - 900 m
- At the roundabout, take the 1st exit onto Lower Long St
- Destination will be on the left - 120m
- Cape Town International Convention Centre - Convention Square, 1 Lower Long Street, Cape Town, 8001
- 22.0 km via M3 - Tokai
- Get on M3 - 3 min (1.3 km)
- Head south on Ebony Rd toward Tokai Rd/M40 - 110 m
- Turn left onto Tokai Rd/M40 - 700 m
- Turn left to merge onto M3 toward Cape Town - 500 m
- Follow M3 and Nelson Mandela Blvd to Walter Sisulu Ave in Cape Town City Centre - 18 min (20.1 km)
- Merge onto M3 - 11.8 km
- Keep right to stay on M3 - 3.3 km
- Keep right to continue on Nelson Mandela Blvd/N2 - 3.2 km
- Keep right to continue on Nelson Mandela Blvd - 1.2 km
- Merge onto Nelson Mandela Blvd/N1/N2 - 650 m
- Drive to Lower Long St - 2 min (550 m)
- Turn left onto Walter Sisulu Ave - 170 m
- Turn left onto Lower Long St - 210 m
- At the roundabout, take the 3rd exit and stay on Lower Long St
- Destination will be on the left - 170 m
- Cape Town International Convention Centre - Convention Square, 1 Lower Long Street, Cape Town, 8001
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