Cameroon Customer Experience Events

ScheduleSchedule - Agenda

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.

break
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.

break
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