With a penetration rate of over 70%, the increase of digital technology and its adoption in Africa have caused a shift in customer expectations – according to a study by GSMA. Yet, while companies in the region have made progress in expanding their digital capabilities, customers are still not satisfied, requiring more improvement in CX especially in key sectors such as banking, healthcare, retail, and e-commerce.

The changing customer behavior and increased expectations have made it a necessity for companies to adopt new strategies to engage customers, acquire new solutions and services to retain clients and ensure customer happiness. However, due to some key challenges such as policies, lack of real-time data collection, system integration and data privacy, companies are struggling with achieving customer happiness and optimal satisfaction.

In light of this, Customer Experience Africa DigiConference – 04th August 2021 is hosted to bring together regional customer experience experts, senior executives, key stakeholders, and technology consultants, leading CX digital transformation projects across Africa to discuss the region’s vision, trends and challenges faced by different key sectors and explore cutting edge technologies that can help in achieving customer experience excellence.