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OCT 2021: Hôtel La Falaise Bonapriso

2021 Cameroon Customer Experience Summit.

About the 2021 Cameroon CX Summit

The 2021 Cameroon Customer Experience Summit brought together customer experience executives, industry leaders and customer service professionals from different industries and sectors in Cameroon. This event which came up at the end of the international customer service week set the stage for discussions on topical issues affecting the delivery of customer experience in Cameroon, looked at industry trends and technologies and set the pace for future transformations in the industry. The 2021 summit took place at Hôtel La Falaise Bonapriso Douala on the 9th of October 2021.

The 2021 summit had four main discussion areas; Changing the World of Work, Protecting customer-facing staff from rising levels of hostility and abuse, Essential customer service skills and competencies, Effective CX Strategy and customer-focused leadership and The way forward for Customer Experience in Africa.

Discussions had a 3 phase format.  First, we had a keynote talk on the theme from an industry expert or customer experience executive. This was then followed by a panel discussion on that theme by top customer experience executives from some of the biggest firms in Cameroon and Lastly, a question and answer session that allowed participants to interact with panellists.

The one-day event was packed full of insightful presentations. Thought provoking discussions and case studies, networking sessions and an amazing meal. The 2021 edition of the Cameroon customer experience summit was sponsored by Orange Cameroun, MTN Cameroon and FINASDDEE Credit Line Cameroon. The over 100 delegates and panel of 12 speakers left with a renewed dedication to give a clear identity to the industry and improve the culture of excellence in their respective organisations.

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2021 Speakers

The 2021 Cameroon Customer Experience Summit speakers included some of the most innovative minds in CX and technology  from across industries.  Speakers came from the leading companies and came with rich experience from managing the customer experience journey of their companies.

Director of Customer Experience
Orange Cameroun

General Manager ‑ Customer Experience and Services
MTN Cameroon

Leadership Coach
Go Ahead Africa

Head, Customer Experience
United Bank for Africa Cameroon SA

Director Marketing & Communication
Société Générale Cameroun

Assistant General Manager
Union Bank of Cameroon

Chef du Département Service Client
BGFI Bank Cameroun

Head of Certification Committee
CX Touchpoints Group

Head of Business Development
CCA Bank

Head Office Branch Manager
FINASDDEE Credit Line Cameroon

Senior Human Resources Manager.
CADEV

Promotrice
Kulture Klient

Whitney Amei

Community Manager
CX Touchpoints Group

CX Resource Person
CX Touchpoints Group

CX Resource Person
CX Touchpoints Group

2021 Panel Discussion Themes

Changing the World of work. The 2019 health crisis has changed the way we work. This topic looked at what has changed and how we can take advantage of this change to deliver a superior customer and employee experience.

Protecting customer-facing staff from rising levels of hostility and abuse. Today’s frontline teams face high levels of hostilities and abuse from both customers and employers. This theme explored ways in which we can protect frontline teams and reviews the basic techniques that can be applied when dealing with difficult customers

Essential customer service skills and competencies. The way we work is changing. So too are job descriptions and tasks that customer service teams need to perform. This theme explored the most relevant customer service competencies, emphasizing those that matter most for customer experience professionals in Africa.

Effective CX Strategy and customer-focused leadership. Customer needs have changed drastically in the last two years, this change requires reengineering CX strategies and reexamining the role of leadership in driving CX transformation. This theme focused on the new CX strategies for Africa and the role leadership has to play.

Partners & Sponsors

The 2021 edition of the Cameroon customer experience summit was sponsored by Orange Cameroun, MTN Cameroon and FINASDDEE Credit Line Cameroon.

Event Gallery

The 2021 Cameroon Customer Experience Summit in Pictures.

Cameroon Customer experience Summit 2021
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