Cameroon Customer Experience Events

6-7 October 2023 | Douala

2022CX summit & EXPO

Cameroon 2023

join THE EVENT

Why You Should Attend
the Summit

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Networking

Be part of the largest gathering of customer experience professionals in Cameroon.

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Learning

Learn from seasoned customer experience executives and industry experts.

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Spark New Ideas

Get inspired from ground breaking research, ideas and best practices.

Hurry Up

Join The Summit Before
Registration Closes

2021 Cameroon Customer Service Awards
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About The event

Cameroon's Biggest CX Event

The Cameroon Customer Experience Summit & Expo is the largest gathering of customer experience executives, industry leaders and customer service professionals in Cameroon. This event which comes up during the international customer service week sets the stage for discussions on topical issues affecting the delivery of customer experience in Cameroon, looks at industry trends & technologies and sets the pace for future transformations in the industry.

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20 +
Speakers
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300
Delegates
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join THE EVENT

During this Event

A platform for learning, networking and gaining inspiration for Customer Experiencetransformation programs.

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Pre-event Workshops

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Panel Discussions

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Networking Sessions

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B2B & B2C Expositions

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Keynote Presentations

2022 Event Speakers

Keynote Speakers & Panelist

Coming up soon...

Speaker to be Announced

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Speakers Coming Soon

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Valery FRU CHE

Founder - SPECTRA Group Limited

Valery FRU CHE

Founder - SPECTRA Group Limited

Roselyne MPOUDI NGOLE

Directeur des Produits Distribution & Marketing - SCB Cameroun

Roselyne MPOUDI NGOLE

Directeur des Produits Distribution & Marketing - SCB Cameroun

Mambe Churchill

Founder Njorku & Buyam

Mambe Churchill

Founder Njorku & Buyam

Ernest CHEFON

Acting General Manager - FINASDDEE Credit Line Cameroon

Ernest CHEFON

Acting General Manager - FINASDDEE Credit Line Cameroon

Julien MBIA

Responsable Commercial Afrique Centrale - CHINT

Julien MBIA

Responsable Commercial Afrique Centrale - CHINT

Karine KONDO

Fondatrice KULTURE KLIENT

Karine KONDO

Fondatrice KULTURE KLIENT

Maurice KAKI

CEO / Founder MKM Cameroun

Maurice KAKI

CEO / Founder MKM Cameroun

Habiba

Senior Manager Relation Client B2B - Orange Cameroun

Habiba

Senior Manager Relation Client B2B - Orange Cameroun

Dowonogan KONE

Group Marketing, Communications and Customer Experience Director - ACTIVA Group

Dowonogan KONE

Group Marketing, Communications and Customer Experience Director - ACTIVA Group

Clement YUYUN

Assistant Managing Director - Union Bank Cameroon

Clement YUYUN

Assistant Managing Director - Union Bank Cameroon

Riter METIAYIM

Directeur Expérience clients - UBA CAMEROON SA

Riter METIAYIM

Directeur Expérience clients - UBA CAMEROON SA

Roland KWEMAIN

Chairman - Go Ahead Africa Ltd 2010 JCI World President

Roland KWEMAIN

Chairman - Go Ahead Africa Ltd 2010 JCI World President

Dr. Sundjo Fabien

Head of Certification Committee - CX Touchpoints Group

Dr. Sundjo Fabien

Head of Certification Committee - CX Touchpoints Group

Marie-Rose DAYA T.

General Manager Customer Experience & Services - MTN Cameroon

Marie-Rose DAYA T.

General Manager Customer Experience & Services - MTN Cameroon

Blaise Etoa

Directeur Marketing & Communication - Société Générale Cameroun

Blaise Etoa

Directeur Marketing & Communication - Société Générale Cameroun

Ibrahim N. MBOMBOO

Country Manager - Samsung Electronics West Africa

Ibrahim N. MBOMBOO

Country Manager - Samsung Electronics West Africa
Agenda

Event Schedules

Coming up soon...
07:45-08:30
Conference Room

Registration of Participants

Registration of participants, allocation of delegate badges, personal pictures with the event backdrop and selection of seats.

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08:45-09:00
Conference Room

Opening Address

Welcome note and opening of the 2022 Cameroon Customer Experience Summit by the Managing Director of Orange Cameroon.

09:05-10:45
Auditorium

Panel 1 : Listening to the voice of the customer.

This panel looks at techniques of listening to the voice of the customer. This is a topic area that covers ways of capturing and managing customer feedback, the integration of customer feedback into process improvements and the reengineering of products and services. Experts will share practical ways in which organisations can make the voice of the customer the driving force for customer experience transformation, with a focus on specific cases and best practices from their organisations and the industry.

Habiba
Dowonogan KONE
Ibrahim N. MBOMBOO
Roselyne MPOUDI NGOLE
10:50-13:00
Conference Hall

Panel 2 : Service with respect / Public Sector Customer Experience

This panel shall review ways in which organisations can protect frontline staff from rising levels of hostility and abuse. The focal point of this panel is employee experience. It will examine how organisations in Cameroon can manage extreme employee exposures such as empathic distress and abuse. The panel also looks at techniques employees can adopt to better handle difficult customers. Panellists will bring out how their specific organisations are handling these aspects and share best practices from the industry. The panel will also look at Public Sector Customer Experience. Panellists will review the value of improved public sector experience on the performance of public sector institutions and its impact on citizen experience. The panellist will bring out techniques for improving the public sector experience with easy-to-apply steps that can be adopted by public institutions and not-for-profit organisations.

Roland KWEMAIN
Clement YUYUN
Maurice KAKI
Ernest CHEFON
Karine KONDO
13:05-13:25
Conference Hall

Cameroon Customer Experience Index Presentation

This is the presentation of the global Customer Experience Index (CEI) for Cameroon. This is a CX Touchpoints Group research that; Identifies the key variables that can be used to measure customer experience in the different industries in Cameroon, Compares and contrasts the data from different industries and shows how each industry differs from another based on customer experience and lastly identifies urgent areas of improvement and proposes strategies for transforming the customer experience in each sector and the country as a whole.

Dr. Sundjo Fabien
13:30-14:50
Conference Hall

Networking Launch

During the networking launch, delegates will have the opportunity to engage in one-on-one discussions with speakers, panellists and other delegates while having a meal.

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15:05-15:20
Conference Hall

Guest Speaker

A word from the Managing Director of MTN Cameroon.

15:25-17:15
Conference Hall

Panel 3 : Elevating service through the adaption of new technologies / Walking through the customer journey

This panel looks at ways in which service can be transformed through the adoption of new technologies. Panellist will examine existing technologies and the cultural fit of these technologies in the African business environment. They will equally discuss the challenges faced with the selection and adoption of technologies in customer experience transformation programs. Panellist will propose ameliorations to existing technologies that can improve ROI in CX transformation programs. This panel examines the different stages of the customer lifecycle with a focus on challenges, opportunities and strategic actions that can be taken to improve customer experience and business performance. The panellist will discuss how customer journeys are changing in today's technology-driven world with a focus on the current trends and possible future disruptions. Panellists will weigh in on their experience on how they have managed customer experience crises and lessons learned from failed CX deployment operations.

Marie-Rose DAYA T.
Riter METIAYIM
Julien MBIA
Blaise Etoa
Mambe Churchill
17:30-18:30
Conference Hall

Panel 4: CX Best Practices and Strategy

This module looks at Customer Experience best practices we could borrow from other industries and countries. Performs a diagnosis of Cameroon’s customer experience health bringing out what is failing in the country as well as the opportunities that the industry has. This panel equally looks at key skills expected from employees today for an effective customer experience culture as well as the leadership qualities that are needed to drive the CX transformation we all expect to see. The panel also looks at what the industry needs to do as a whole to improve customer centricity and make CX a cherished element of the corporate culture in Cameroon.

Marie-Rose DAYA T.
Riter METIAYIM
Blaise Etoa
Clement YUYUN
Roland KWEMAIN
08:30-09:00
Conference Hall

Registration of Participants

Registration of participants, personal pictures with the event backdrop and selection of seats.

break
09:35-12:30
Conference Hall

Customer Experience Training

Customer Experience training by CX Touchpoints Group. Part One: Understanding Customer Needs. Part Two: Customer Experience Competencies. Part Three: Understanding Customer Journeys.  

12:30-14:00
Auditorium

Group Discussions:

Splitting the delegates into small groups of 10-15 people. Focused group discussions with a new resource person every 30 minutes. This gives the opportunity for delegates to discuss key customer experience challenges with peers and experts and exchange ideas. 

Marie-Rose DAYA T.
Riter METIAYIM
Roselyne MPOUDI NGOLE
Dowonogan KONE
Clement YUYUN
Habiba

Purchase Your Ticket

  • Individual Invitation

    Basic Pass

    One Participant (Head of customer experience within an organization).
    FREE
  • Individual Pass

    Early bird till 31.08.2022

    Full access to the two day summit plus 1day workshop for one person.
    XAF 150,000
  • Corporate Team

    Corporate Pass

    Up to 5 people representing their company at the two day event and masterclasses.
    XAF 600,000

Quick Contact

2022 Partners & Sponsors

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Gold Partners & Sponsors

Silver Partners & Sponsors

2022-08-31 01_02_09-Logo ACTIVA Cmr.pdf - Zoho Mail (info@cx-touchpoints.com)
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Venue

Event Location

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Venue

Krystal Palace Hotel,
Douala, Cameroon

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Email us

events@cx-touchpoints.com

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Call us

(+237) 651 781 862 / 233 471 573

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