CX Conference Speakers

Prof. Adré Schreuder is considered to be the subject matter specialist in the field of customer experience measurement and management. He has over 25 years of business consulting experience and advises companies across multiple industries both locally and internationally. He realised a career dream when he founded (& chairs) the South African Customer Satisfaction Index (SAcsi), an independent national benchmark of customer satisfaction, in 2012.

 Adré Schreuder finalised his B Com, B Com Hons & M Com Cum Laude at the University of Pretoria (UP). He completed his doctoral studies at Rand Afrikaans University (RAU) and was promoted to Associate Professor at RAU.  His academic career soon earned him full professor & Head of Department of Marketing at UP. Currently, Adré holds the position as CEO of Consulta – a Customer Insights Consultancy.

 For fun, he likes to read books, books and books. His favourite authors include Dan Brown and Stephen King. He is the world’s biggest Apple fan and his favourite quote is “the ones who are crazy enough to think that they can change the world, are the ones who do”

Prof. Adré Schreuder

CEO , Consulta – a Customer Insights Consultancy

Jannet is currently the Director, Customer Operations at Safaricom Ltd. She has over 21 years experience working in the Telecommunications sector in Public Relations, sales, marketing and customer service.

She is passionate about the voice of the customer and delivering exceptional customer service.

Jannet is also a director of the Institute of Customer Experience Kenya.

Ms. Jannet Atika

Director, Customer Operations, Safaricom

Kenfield is the founder of mSurvey, a mobile survey company whose technology enables respondents across all mobile phone types and brands, to offer structured feedback data to capture customer sentiments from all sectors and disciplines. Responses are analyzed to make decisions in real-time.

Kenfield has a PhD in Design and Computation from the Massachusetts Institute of Technology (MIT), where he developed the first version of mSurvey for his own PhD research in Kenya and the Caribbean.

Kenfield is passionate about provision of sound and reliable data to enable customer insights from mobile survey interactions that leverage on people and technology, to scale businesses globally.

He has designed and developed new mobile research technology and logistics for engaging stakeholders across geographies, and has a special focus on solving the problems of scalable feedback in emerging markets, through structured conversations.

Through mSurvey interventions the communication channel between businesses and customers to design better products, services, and relationships has been positively influenced.

Dr. Kenfield Griffith

Co-Founder/CEO, mSurvey, Research and Data Analyst

Manoj has a  vision to create a world class high-tech global company from Africa. He is an astute entrepreneur with experience in building niche technology businesses around the globe.

Manoj has steered the Techno Brain Group as CEO and Board of Director, to what it is today through innovation, vision, commitment and passion.  Under his leadership, the company continues to expand and is in over 20 countries globally.

This holistic expansion has been achieved in the past 20 years and Techno Brain Group has added to its portfolio IT Solutions and Business Process Outsourcing business from originally being a Computer training company.

 Techno Brain has developed the Automated Finger Print Identification System for Police departments that increases criminal tracking agencies effectiveness, Revenue Managements Systems that help local governments to electronically collect and manage revenues, Border Control Systems, that help border control authorities ensure national security and host of other impactful solutions.

Mr. Manoj Shanker

Group CEO and Board Member, Techno Brain

Angela Rarieya is the founder managing director of UpSkill Afrika Ltd, a strategy consulting firm that delivers customer experience, communication and executive coaching programmes. 

With over 18 years’ experience in industry spanning wide range of  industries, Angela’s professional excellence at executive coaching for corporate leaders, track record of successful business process re-engineering projects to facilitate organizational change,  exceptional communication skills, and passion for service excellence has seen her build high performance teams.

Ms. Angela Rarieya

Founder & Managing Director , UpSkill Afrika Ltd

Digital marketing Professional with 15 years’ experience in digital marketing strategy, creative design, business apps, technology integration, digital marketing, social media and mobile (web, marketing & apps).

An entrepreneurial digital media & marketing professional with over 15 years working experience in some of Africa’s most successful Internet companies including the Perform Group (the company behind Goal.com), InMobi, Naspers (for Dealfish, now known as OLX Kenya), Dotsavvy Limited, 3mice Interactive Media Limited, Africa Online and Kenyaweb Limited (formerly Form-Net Online).

Goals include participation in highly successful entrepreneurial and Pan-African digital and mobile marketing business ventures over the next 5 years.

Mr. Moses Kemibaro

Founder & CEO, Dotsavvy

Carolyne is the founder and director business development at LifeSkills Consulting Ltd, a strategy consulting firm founded to deliver winning customer experience, brand and marketing, communications and service delivery programmes and consultancy services.

As a customer experience strategist and leader, with over 18 years of effective performance, Carolyne records success in transforming service standards for delivery excellence across a broad range of disciplines.

Carolyne is also a Board Member of the Institute of Customer Experience Kenya.

Ms. Carolyne Gathuru

Founder , LifeSkills Consulting Ltd.

Mark Kaigwa is the founder of Nendo, a strategy & storytelling consultancy for digital Africa.

He has published two of the most influential African blogs respectively over the past 6 years – AfricanDigitalArt (award-winning African showcase for digital art & design) where he presently works as Partner and Digital Strategist and Afrinnovator (leading East African technology & innovation journal) where he served as Partner until end of 2013. 

Mark’s time in new media in Sub Saharan Africa has seen him launch mobile pilots in Freetown, Sierra Leone, direct films in Kampala, Uganda, create an award-winning video game in Nairobi, Kenya among other pan-African projects. His repertoire earned him the accolade as a Forbes 30 under 30 Best Young Entrepreneur in Africa of 2013.

He is a writer and professional speaker on technology, innovation and new media in Africa having spoken in over 20 countries across the globe. Mark is the Ambassador of the Sandbox Network in Africa – the world’s leading global network of innovators under 30 years of age.

Mr. Mark Kaigwa

Founder, Nendo

Rinos is the Co-founder Africcs Pvt Ltd one of the first call centre company to be established in Zimbabwe. He is also works with several successful organisations in various capacities including Facelift Construction where he is the founding chairman, Energy Plus Group, Leisure Plus International, Contact Centre Association of Zimbabwe which he co-founded and Chartered Institute of Customer Management where he is a Director.

Rinos is currently working with various stakeholders in Zimbabwean government to set up the Government National Call Centre which is set to create thousands of jobs for the youths in Zimbabwe.  He is a recipient of several local and international awards including Desmond Tutu Fellowship Award (AFLI/ Oxford University-UK), Young Visionary Award (Indian Government-India), Top Young Person of the Year (JCI), Business Leadership Award (Megafest), among others.

Mr. Rinos Mautsa

Co-Founder , Africcs PVT Ltd.

Mr. John Ngumi is the Chairman- Eagle Africa Capital Partners Ltd, one of East Africa’s first independent investment banking groups. He is also the co-founder of Africa’s first locally owned investment banks, the Loita Capital Partners Group.

Previously, Mr. Ngumi served as Investment Banking Director E A of CFC Stanbic Bank Limited (Standard Bank Kenya). Prior to joining Standard Bank, he worked in various capacities at Citibank, Barclays, Citibank, Grindlays and National Westminster Bank. Mr. Ngumi has been Chairman of Kenya Pipeline Company Ltd. since July 2015.

He served as Chairman of Konza Technopolis Development Authority until July 17, 2015. He serves as a Director of the Investment Banking Coverage Division for East Africa at Standard Bank Africa. He serves as a Director of ARM Cement Limited.

Mr. John Ngumi

Board Chair, ICX Kenya

Mrs. Dorcas Wainaina is the third Executive Director of the Institute of Human Resource Management (IHRM) and the first female holder of that office since the inception of the Institute 30 years ago.

She is a Certified HR Management Professional (HRMP) with over 15 years’ of experience in Continental Africa, Asia and Latin America.

She holds an MBA in Business Administration (Human Resource Management option) from Kenyatta University and Bachelor of Education Degree (Linguistics and Literature) from the University of Nairobi (UoN).

She also holds a Higher Diploma in Human Resource Management from the College of Human Resource Management (CHRM).

She is a Fellow of the American Academy of Project Management (AAPM), serves in the Board of Honorary Advisors for Global Academy of Finance Management (GAFM); she is a Certified Chartered HR Analyst (CHRA) and an excellent trainer.

Mrs. Wainaina is also an entrepreneur with a wealth of experience on business turn around strategies. She strongly believes in hard work and excellence a philosophy she endeavors’ to uphold in every aspect of her life.

Mrs. Dorcas Wainaina

Executive Director , Institute of Human Resource Management (IHRM)

FCPA Charles Ringera has been Higher Education Loans Board Chief Executive Officer since March 2013. 

He is a CPA (K),  a Fellow of Association of Certified Chartered Accountants and an alumnus of Oxford Brookes University – UK.

Charles is a seasoned banker with over 20 years’ banking experience that cuts across all facets of central and commercial banking. He has previously worked with the Central Bank of Kenya, Cooperative Bank and KCB in various capacities. Charles has trained extensively and worked in Risk Management and is a member of GARP Kenya (Global Association for Risk Professionals).

He is also the current President of the Association of African Higher Education Financing Agencies (AAHEFA); a board member at KCA University and Kenya Universities & Colleges Central Placement Service (KUCCPS).

Mr. Charles Ringera

CEO, Higher Education Loans Board

Benta is a passionate and seasoned customer advocate and expert, with over 20 years’ local and regional experience gained from the banking and airline industries.

She has extensive experience in developing and executing impactful, innovative, strategic and tactical customer experience initiatives, translating customer insights into business actions for the benefit of the customer and the business, across different African markets.

Benta is currently the Chief Executive Officer at Celcos Africa Limited. Celcos Africa drives organisational change on a platform of Customer Experience, Strategic Leadership and Innovation. She is also a board member of the Institute of Customer Experience Kenya.

Ms. Benta Okinyi-Aseto

CEO, Celcos Africa Limited

Renee is a qualified lawyer and holds a Masters degree in Financial and Banking Law from the University of London.

She has worked in some of the top law firms in Kenyan and in England. Hers was a rising star and she could see herself making partner and law professor in 5-7 years.

Like many people, she had a very solid plan for her career but not for her life. Then life happened and the words of a doctor stopped her in her tracks. Suddenly, she was faced with the prospect of not having 5-7 more years in her life. At the time, she did not recognize the gift that lay in that news.

In a bid to find a cure or some relief from the diagnosis, Renee began to research into the brain. She became obsessed with the connection between thoughts, habits and health. Travelling to the USA, she learned from people who had overcome extraordinary odds to make something of themselves. She studied with renown American motivational speakers Les Brown and John Garcia. 

Ms. Renee Ngamau

Speaker | Life and Business Strategist

Lucy is a management consultant and trainer on a mission to inspire positive change in business and society.

She utilizes her practical skills and vast experiences in management to support organizations and individuals scale new heights. Since 2000, has gathered experience that cuts across a variety of industries including Retail, Financial Services, Hospitality, FMCG, Airline Services, and Public Service among others.

She is competent in general management, strategic management and leading change and is passionate about service excellence, leadership and enterprise development. In her book titled Customer Service at Its Best, Lucy shares 202 thoughts that make a difference in how we serve our customers.

Lucy has a Masters Degree in Business Administration (MBA) – Strategic Management from Park University – MO-USA (2004) and is currently a student at United States International University (USIU) pursuing a Doctorate in Business Administration (DBA). She has also extensively trained on leadership, customer service and quality management systems including ISO 9001.

She  is a thought-leader in customer service and is a customer service columnist in the Daily Nation Smart Company and a seasoned writer with Management Magazine among other publications. 

Ms. Lucy Kiruthu

Founder and CEO , Evolve Business Consultants

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