Luke Willemse – Sales and Marketing Manager at Decisioneering.
Decisioneering, a Cape Town-based data analytics and business software optimization company, has confirmed it will be participating in the CEM Africa event alongside industry partner Medallia.
CEM Africa is a retail and customer experience (CX) event that is scheduled to take place from 30 July to 1 August 2024 at the Century City Conference Centre in Cape Town.
Luke Willemse, sales and marketing manager at Decisioneering, says his company’s thinking on data analytics and CX aligns with Medallia’s, and the two companies have been partnering for two years.
“Medallia delivers actionable insights into customer and employee experiences in real time, and Decisioneering ensures that data adds value to the business where it matters,” Willemse says.
“At Decisioneering, our goal is to improve a business data environment that currently lacks proper design, speed and agility. We know that customer and employee experience is critical to ensuring the sustainability of a company. Understanding how customers experience a brand gives the business visibility into what matters to key audiences,” says Willemse.
Decisioneering will use the CEM Africa 2024 forum to take a deep dive into Medallia’s AI-powered CX acceleration.
Willemse explains: “AI-powered acceleration puts key decisions in front of the people who need to make them. In minutes, we can summarize large amounts of data, including customer feedback from surveys and call centre interactions, to understand how a company is performing in terms of customer experience.”
Dirko Hay, CEO of Decisioneering, and Kyle van Antwerpen, Principal Data Engineer at Decisioneering, appear at CEM 2023.
Willemse explains that data analytics combined with customer experience management solutions give companies the tools to understand, predict and enhance the customer experience.
“A focus on data enables companies to create more personalized, responsive and efficient customer experiences. Medallia provides a single view of all data related to the customer experience globally, allowing customer experience specialists to measure progress and identify pitfalls, problem areas, compliance and KPIs relevant to the organization,” says Willemse.
Complete customer view
One of the main purposes of using data integration with CX is to have a single place to manage all your customer data.
“[This]means having a complete 360-degree view of the customer through every interaction – from clicks on a web page or comments on social media networks, to analyzing call centre data and examining customer sentiment based on engagement with a particular product on a particular web page,” Willemse said.
Ben Morris, head of alliances and GTM for the MEA region at Medallia;
The aim is to better understand what customers like and dislike, and know what needs to be improved immediately to get the desired results, he added.
“This ensures a smooth customer experience and quick responses at the point of interaction when needed,” Willems points out.
Ben Morris, head of alliances and GTM for the MEA region at Medallia, will be delivering a keynote address at CEM Africa 2024. Dirko Hay, CEO of Decisioneering, will host a workshop on “How to Dramatically Improve Customer Experience with Medallia.”
