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Managing Executive: Customer Insight
and Loyalty, Vodacom

Ms. Ica Van Eeden has been Head of Customer Service & Experience at Takealot Online (Pty) Ltd. since July 28, 2016. Ms. Van Eeden ensures Takealot Online continues to become the most customer-centric business in Africa. After 20 years in the field, she is a recognised expert in the art and science of Customer Experience Management transformation for large enterprises. An expert at installing customer-centric culture, she aligns customer journeys at all touchpoints, through processes, technology, and front-line staff. She is a highly creative, big-idea person and an innovative implementer, from IT automation for 21,000 Sun International employees to improved knowledge management at Barclays Africa. She is also a passionate morale-booster and brand-builder, ensuring engaged people deliver engaged brand experiences to customers.

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