X-Talks: Being real about CX Management

This interactive XTalk will explore the most common challenges faced by CX practitioners today, whether in a consultant or permanent position. Join us as we delve into the practicalities of establishing experience design in your business, driving a client centric culture, CX programme execution, and the production of insights and measurements.

Our speakers

With a combined CX Specialist experience exceeding 25 years, Shouneez and Naazeen share their lessons learnt across different roles, in different South African organisations,  industries, products and channels.

• Shouneez Baghas is a seasoned Customer Experience Expert, having specialized in the discipline for over 15 years. With experience across the full Client experience value chain including CX Strategy, CX programme development and delivery, Measurement, and Customer centric culture transformation. She holds an ACX Masters and CCP Champions certificate from the BP Group. Shouneez enjoys learning new industries and has worked across Banking, Insurance, Entertainment and ISP sectors. Today she holds the position Head: Client Experience in RMB.
• Naazneen Baghas left the world of Teaching and Learning & Development to focus on her passion of being a CX professional over the last 2 years. She has experience is driving CX related transformation projects, including strategy development, measurement and journey development, as well as facilitating accredited training across levels and industries including Insurance, government services and entertainment. She is a Certified Process Professional Master and has achieved a OKR course certification from the BP Group. Naazneen enjoys challenging businesses to develop a customer-centric mindset and often ask “but how does this impact your customer” at every opportunity!Today she holds the position Experience Management Consultant (CX and EX) at IQbusiness Insights.