CEM Africa: Decisioneering and Medallia Join Forces to Revolutionize Customer Experience
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The customer experience (CX) landscape is about to get a major shake-up, as Cape Town-based data analytics and business software optimisation company Decisioneering, in partnership with industry giant Medallia, prepares to take the stage at CEM Africa 2024.
A Perfect Storm of Data and CX
The marriage of data analytics and CX is a match made in heaven. By combining the two, businesses can gain a deeper understanding of their customers, anticipate their needs, and deliver personalized experiences that drive loyalty and revenue. Decisioneering’s Sales and Marketing Manager, Luke Willemse, explains that the company’s goal is to improve business data landscapes that currently lack proper design, speed, and agility.
AI-Powered Acceleration
Medallia’s AI-powered acceleration in CX is a game-changer. Willemse explains that this technology puts the important decisions in front of the people who need to make them, allowing businesses to summarize large quantities of customer feedback from surveys and call centre interactions in minutes.
A Comprehensive Customer View
One of the core objectives of using data integration with CX is to centralize all customer data. Willemse explains that this means every single interaction – from clicks on the web page to comments on social media networks – can be analyzed to get a full 360-degree view of the customer.
A Smooth Customer Journey
The intention is to better understand what customers like, what they don’t like, and know what needs to improve right away to get the desired results. Willemse points out that this enables a smooth customer journey and the ability to act fast at the point of interaction when it is required.
Keynote Presentation and Workshop
Ben Morris, head of alliance and GTM for the MEA region at Medallia, is scheduled to lead a keynote presentation at CEM Africa 2024. Dirko Hay, CEO of Decisioneering, will be conducting a workshop on "How you can dramatically improve your customer experience with Medallia".
CEM Africa 2024: A Must-Attend Event
CEM Africa 2024 is a retail and customer experience (CX) event that will run from 30 July to 1 August 2024 at the Century City Conference Centre, Cape Town. Don’t miss this opportunity to learn from industry experts and network with like-minded professionals. Register now and get ready to revolutionize your customer experience!
