Digital Insider Africa 2021 | Video on-Demand

Driving Engagement Using Digital Communication

The critical role of digital communication in creating an omni-channel Engagement Hub.

55 Minutes

Free

Watch video on-demand

About this Coffee Chat

In a post Covid-19 world, many organizations have re-prioritized to make digital customer experience their number 1 strategic focus. The ultimate goal is to create an omni-channel customer engagement hub that is cross-enterprise, intelligently orchestrated and optimally automated. Not a simple task, but certainly a goal worth chasing.

This coffee chat touches on how the utopian state might look and explores the critical role of digital customer communication in helping to achieve an omni-channel engagement hub.

Key Takeaways:

Understand the terminology and relationships between the customer lifecycle, chapters, journeys and channels
Understand the (suggested) technology categories required to build an enterprise wide customer engagement hub
Understand how digital communications contribute to the customer engagement hub
Understand how digital communication is leveraged to achieve personalized experiences and digital transformation
Understand the value of digital communication when leveraged correctly
Understand what is required to create engaging digital communications

Speakers

Brent Haumann

Managing Director at Striata, Africa

Brent Haumann is the Managing Director at Striata, Africa. He leads the African business providing strategy, direction and market-positioning for the region. He also provides expert advice and consulting to top-tier clients on customer experience, digital communication, and digital transformation. Brent started his career with Striata in 2005 where he has held various technical and business roles within the group including Head of Platform Development and Chief Experience Officer. Prior to Striata, Brent managed enterprise software implementations for Deloittes.

Greg Gatherer

ACCOUNT MANAGER SOUTHERN & EAST AFRICA, LIFERAY

Greg Gatherer locally based in South Africa with years of work experience within the Southern African Development Community (SADC) is a natural change agent, always looking to provide the best fit for clients and companies. His early Career was very much embedded in Operations Management within various industrial, IT and financial sectors which has given him strong technical and operational experience.

About Striata & Liferay

About Striata

Digital Customer Communications Management

Striata, a Doxim reseller, provides strategy, software and professional services that enable digital communication across multiple channels and devices. We are experts in message design, generation, security, delivery and storage.
Clients choose our technology and services to encrypt, send and store confidential documents; execute integrated marketing campaigns; and distribute high volume electronic communications. Learn more at www.striata.com

About Liferay

One Platform. Endless Solutions.

Liferay makes software that helps companies create digital experiences on web, mobile and connected devices. Our platform is open source, which makes it more reliable, innovative and secure. We try to leave a positive mark on the world through business and technology. Thousands of organizations in financial services, healthcare, government, insurance, retail, manufacturing and multiple other industries use Liferay. Visit us at www.liferay.com.

Digital Insider Africa Coffee Chats 2021

McKinsey estimates that digital transformation and a focus on customer experience can generate
a 20-30% increase in customer satisfaction and economic gains of 20-50%.

Unfortunately, however, many African organizations have yet to realize the full benefits of digital transformation.

In fact, a report from BCG shows a considerable lag between the continent and the rest of the world.
Companies across Africa have an average digital maturity score on BCG’s index of 29 (out of a possible 100), compared with 55 for Asia, 51 for Europe,
and 49 for the Americas combined.

Jumpstart your digital transformation journey by joining our Digital Insider Africa Series 2021 to hear from thought leaders from
Africa and beyond about the latest trends and best practices.

You can find all our past coffee chats on our Digital Insider Africa Content Hub.