A panel of experts at the recent ITWeb CX Summit discussed the importance of customer centricity.
Khwaṱhelani Tshikovhi , Head Santam Experience, Santam, Steve Towers , CEO and founder, BP Group and Dr Jeremia Moloi, Founder, UluntuXD during a panel discussion at the recent CX Summit.
The conversation underscored the need for integrating UX design into broader CX approaches. Moderated by Steve Towers, CEO and founder of the BP Group, the panel featured insights from Khwaṱhelani Tshikovhi, head of Santam Experience, and Dr Jeremia Moloi, founder of UluntuXD. Together, they discussed techniques for aligning UX design with CX strategies, best practices for responsive and adaptive design, and the role of AI in enhancing UX.
He also highlighted the importance of identifying the right CX tools or platforms for extracting valuable data. She reiterated that organisations must focus on quality over quantity and ensure that key performance indicators are aligned with customer-centric goals. Towers agreed, noting that measuring the wrong KPIs leads to inaccurate outcomes. "What you measure is what you get. If you’re measuring the wrong things, you’ll get the wrong results."
CX Khwaṱhelani Tshikovhi Uluntuxd Dr. Jeremia Moloi KPI Steve Towers
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