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Key game changers to up customer experience

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Cape Town - Customer Experience Management (CEM) has matured rapidly in South Africa and has become an inescapable, must-have for any company hoping to get ahead of the pack, according to Shannon Mackrill, joint managing director of Kinetic, a key strategic information provider to the IT and Telecoms sector.

Kinetic presented the 5th annual CEM Africa Summit at the Century City Conference Centre in Cape Town last week. It was attended by over 440 customer experience (CX) professionals.

Goldermier Opiyo, head of contact centre operations at Safaricom in Kenya and one of 45 speakers at the summit, said a front line centre is a company's heart beat where management can find out what its customers are thinking on every given day.

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