22-23 August, 2017
Nairobi, Kenya

Conference Day Two: Wednesday, 23 August 2017

8:25 am - 8:55 am Registration, refreshments and networking

8:55 am - 9:00 am Chairman’s welcoming remarks


One of the constant debates among call centre and customer experience managers is whether or not to keep customer contact centres in-house – or, to have them outsourced to BPOs. This session will thus visit the debate, addressing the most important considerations that must be had before making a decision. The presentation will prepare you to tackle the most pressing question faced by call centre managers so that you can make the best decision for your organisation: should I stay in house or should I outsource?


Dennis Omondi Otieno

Team Leader, Customer Experience
Stanbic Bank Kenya

Kazim Jessa, Senior Vice President, Head – Credit & Contact Operations at Emirates NBD

Kazim Jessa

Senior Vice President, Head – Credit & Contact Operations
Emirates NBD

Eddy Victor, Head of Contact Experience at Airtel Networks Kenya Ltd

Eddy Victor

Head of Contact Experience
Airtel Networks Kenya Ltd

9:30 am - 10:00 am Identifying and selecting cloud-based solutions for omni-channel service

to your customers highly depends on the technology you have and can also be a huge task to sift through the options and find the right solution that fits your needs. Organisations are choosing cloud contact centres largely to drive agility and improved customer experience. Careful evaluation of software providers will ensure that you are not stuck with a solution that is not a good fit for your business. Walk away with an understanding of the key steps to take when evaluating solutions for your organisation.
Kazim Jessa, Senior Vice President, Head – Credit & Contact Operations at Emirates NBD

Kazim Jessa

Senior Vice President, Head – Credit & Contact Operations
Emirates NBD

10:00 am - 10:30 am Networking break and refreshments

10:30 am - 11:15 am Reviewing impacts of digital transformation in the fields of online retail, logistics and infrastructure

With digital platforms being one of the most lucrative business models in the digital economy, the crucial battlefield for retailers has shifted from the high street to a combination of both offline stores and the online world. Discover different tools and strategies your organisation can implement in leveraging on the ever changing face of e-commerce, whether from the field of retail, logistics or infrastructure.

Oluseyi Folaranmi

Vice President, Customer Experience

11:15 am - 12:00 pm Forward thinking: Generational impact on the future of contact centres

It is estimated that by 2020, Gen Y will make up 50% of the workforce and Gen Z will be 10%.
Contact centres that successfully integrate the newest generations will gain a competitive advantage through enhanced and increased agent engagement and increased customer loyalty. In thinking ahead: The impact of the generational changes in your contact centres, the session will highlight strategic programs that will allow the generations to willingly work to attain corporate goals. Leaders will learn how their agents can communicate with peers and customers of all generations. Supporting generational customers is an art and a science. Incorporating this generational forward thinking will brighten the future of your call centre!
Ijeoma Okeke, Head of Contact Center at Etisalat Nigeria

Ijeoma Okeke

Head of Contact Center
Etisalat Nigeria

12:00 pm - 1:00 pm Networking lunch break

1:00 pm - 1:30 pm How to influence and win customers: IVR in an omni-channel world

Customers are now “omni-channel” in their outlook and behaviour — they use both online and offline channels readily. To thrive in this new environment, organisations of all types should re-examine their strategies for delivering information and products to customers. Learn various methods how you can connect your IVR with other channels in the way that makes most sense for your callers, as well as identifying the best channels to integrate with IVR.

Ehimare Omoike

Head, Customer Care Support & IVR Management
Etisalat Nigeria

1:30 pm - 2:00 pm Overcoming the challenges of an omni-channel environment while battling infrastructure challenges such as poor connectivity, slow systems and inferior communication

Smooth-running call centre operation rely on the facility’s connectivity. Connection issues plague an operation and prohibit the group from functioning at top speed and efficiency. This session will further illustrate the correlation between a strong connection and a successful contact centre, as well as depict proven, best-practice methodologies to respond to poor connectivity to avoid disaster and ensure effective client interactions.
Bernard Chege, East Africa Call Center Manager at UAP – Old Mutual Group

Bernard Chege

East Africa Call Center Manager
UAP – Old Mutual Group

2:00 pm - 2:30 pm Streamlining operations and ensure a future-ready workforce: Is your call centre “future-ready”?

Historically, most corporations have given managers who oversee the customer experience a simple mandate: Operate the contact centres as efficiently as possible. Today, however, these managers face a second—and sometimes conflicting—demand: Increase the effectiveness of the customer experience enough to generate higher levels of customer satisfaction and repeat purchases. Learn how to overcome these competing demands, as well as explore new strategies, practices and tools to achieve operational excellence, while delivering higher revenue, as well as the satisfaction—and future-readiness—that customers expect.

Oluseyi Folaranmi

Vice President, Customer Experience

2:30 pm - 3:00 pm Identifying, creating and recruiting the ‘‘Ideal’ candidate for handling digitalised contact centres

You can’t train or retain your talent if you can’t even bring it to your workplace in the first place.
Attracting top talent, however, to a call centre environment poses many challenges to call centre managers. Discover the best recruitment methodologies so that you can implement them as you begin to add – with quality in mind – to your workforce.

Joy Anne Nafula Namasaka

Customer Service Delivery Manager
I&M Bank, Kenya

3:00 pm - 3:00 pm End of conference day two

The published programme is correct at time of printing. However, given the seniority of our speakers and the nature of their roles, speakers may subsequently substitute or remove themselves from the programme. This is always regrettable, and we will always try to
replace the speaker with a speaker with equivalent insight. For the most up-to-date programme, please visit the event website.