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THANKS TO OUR AWESOME 2018 SPEAKERS

Angelo Carambassis
Angelo Carambassis
VP of Sales, Lindt & Sprüngli South Africa
Matthew Gray
Matthew Gray
Head of New Business: Sub-Saharan Africa, LinkedIn (IRE)
Stephen Kyefulumya
Stephen Kyefulumya
Director of Enterprise Solutions, Nine (AUS)
Martin Lucas
Martin Lucas
Mindset, Maths & Sales Machine (UK)
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From Paper to Tablet – How Lindt’s Mobile Solution Brought Efficiency & Consistency to Their Sales Efforts

This is a story of change and how one company made the decision to change with the times.
A decade ago, selling our product meant getting on the road to see clients, and the only sales support we had was a load of paper. Times have changed, and now we have access to information at our fingertips. Lindt has grown immensely by embracing technology and allowing it to support our sales teams. By simplifying our processes, we have opened to a more balanced lifestyle - plenty of work and ample playtime.

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Hiring Quality Sales People On Time & On Budget

What if your top sales performers quit tomorrow?
The strength of any sales team can be judged by the quality of the "bench". Due to the market shortage of true quality sales talent, it's more challenging than ever, but also more important than ever to ensure your business is able to hire & retain top sales talent.

In this track, Matthew will take you through practical examples on how to leverage LinkedIn to
1) Use Talent Intelligence to better understand sales talent pools
2) Leverage your employer brand to target & attract relevant skills and
3) Pipeline & hire talent that will move the needle for your business.

Digital Transformation of Sales via LinkedIn - Hire | Market | Sell | Learn

LinkedIn is the world's largest professional network with more than 562 million users in more than 200 countries and territories worldwide. Two new members join LinkedIn every second and currently there are over 22 million members across Sub-Saharan Africa and close to 7 million in South Africa. In this talk, Matthew will discuss how LinkedIn is digitally transforming business strategy, with a key focus on sales and how companies:

1) Hire top salespeople
2) Market their products & services to target buyers
3) Sell - power social selling efforts with real-time sales intelligence
4) Learn - develop & retain top sales talent through personalised eLearning

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How Machine Learning Has Contributed to Evolving the Sales Process at Nine

The media industry is changing; incumbents such as Nine face a lot more competition for people to view their content. Technology has created much more ease in content consumption and tech companies like Amazon, Google and Facebook are now strong players in the competition for eyeballs and in turn, advertising revenue. The content value exchange is simple; we produce great content, you watch it, we monetise by selling advertising. In a much more competitive environment where the audience is more fragmented and volatile; Nine must use technology to change its sales preposition to secure and grow its revenue.

Implementing Machine Learning In Your Organisation: Discussing The What, Why, When & How

Join Stephen Kyefulumya in an interactive Q&A style discussion where he will share the lessons and learnings from executing a machine learning solution at Nine. You will have the opportunity to ask direct questions and listen to your peers discuss how to facilitate outcomes such as data-driven decision making, process improvement and strategic alignment. We will look at Nine’s journey, referencing the approach they took, the team they had on board, and which data platforms and visualisations brought this project home for them.

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The Human is the Toolkit

How do you balance the need for consistency and discipline from your sales team with the paradox that the client is ever-evolving and each buyer has different needs? In this session, Martin will look at the latest data, neuroscience, behavioural science and customers/sales psychology findings to show how creativity can become a discipline in your sales process. We will explore what creativity means in the sales context and that it’s not about crazy ideas, but about a true intuitive awareness of the customer’s needs.

Key takeaway points:

• How to create sales values which become a living, breathing embodiment of best practice and standards of excellence
• How to build a sales toolkit that looks at your language, your behaviour and why it matters
• The user is a person: the truth of user experience and how to win pre-, during and post sales
• The real impact of AI: looking at it as a qualifier, AI interactions – is this in your future?

How to Fix the Silo Culture of Sales Pipeline

To create a consistent pipeline, you need consistency for the customer inside and outside sales. In this session, we explore the challenge and how to fix it so that everyone is on the same page and delivering consistent revenue performance.
A sales pipeline does not begin nor does it end with the salesperson, it is a holistic experience for the customer covering marketing, communication, customer experience, user experience, engagement and sales owning their function.

Sales process often gets lost in the what, quickly forgets the how and rarely touches the customer’s why. We will focus on the sales components and how to drive consistency from the salesperson which allows for a clear and unique experience from prospect to prospect. We will also look at linking sales, marketing and CX together simply because it wins more business and allows a sales-centric mindset to grow.

Key takeaway points:

• Taking off your sales hat and wearing the customer hat for perspective
• How to reward winning behaviours and set values that relate to every person in every role
• Sales Mindset: exploring hunters, farmers, fisherman and other buzzwords
• The lead ecosystem: understanding how to qualify ‘qualified leads’

The Sales Efficiency Trick

Technology solves everything, it makes us better….

We’d love for technology to be the silver bullet, but we can’t look at any tech without acknowledging the humans behind it. That human is the salesperson, it is the customer, it is the buyer, it is the user. In this session, we explore when to embrace technology and when to reject it. Do your sales team spend hours wasting time on reporting? Do they reply to clients instantly under stress, not considering the best response? How do we find balance as salespeople with the constant evolution of tech enablement?

Key takeaway points:

• When do you invest in tech – because you can or because you should?
• Looking at the science of decision making and human behaviour.
• Looking at what machine learning can do for you: the good, the bad and the awesome.
• How to excel at education-inspired selling while keeping it simple.

Simon Carpenter
Simon Carpenter
Chief Technology Advisor, SAP Africa (Pty) Ltd
Gideon Galloway
Gideon Galloway
CEO, King Price Insurance
Marno Boshoff
Marno Boshoff
Chief Culture Officer, King Price Insurance
Andy Reid
Andy Reid
Owner & Founder, Vespa South Africa
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Selling at SAP: From Pipedreams to Performance In The Oldest Profession In The World

Over the past decade SAP has moved to become more and more disciplined, efficient, effective and productive across a massive, distributed sales force. It has been an iterative journey fuelled by customer and sales feedback, technological progress and organisational change. Central to our success is the ability to achieve a seamless handover from marketing to sales processes, rigorous management of the sales process itself, ability to use systems to share info and coordinate efforts and advanced analytics to enable managers to coach their teams to success. This session will unpack these aspects in more detail.

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Culture is King

At King Price, we realised the importance of culture very quickly! With an integral ‘culture evangelist’ leading the way, we soon had people wanting to come and see and experience the King Price culture first-hand. We have since developed a culture model and thinking models and have started tours so that the public can come and share our approach. Join this session to understand how we have achieved a successful and positive culture, which is enabling our sales teams and nurturing engaged and purpose-driven employees.

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Culture is King

At King Price, we realised the importance of culture very quickly! With an integral ‘culture evangelist’ leading the way, we soon had people wanting to come and see and experience the King Price culture first-hand. We have since developed a culture model and thinking models and have started tours so that the public can come and share our approach. Join this session to understand how we have achieved a successful and positive culture, which is enabling our sales teams and nurturing engaged and purpose-driven employees.

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Maximising the Sales Talent That Lies Dormant in Your Organisation

According to the Harvard Business Review, over 50% of college graduates will end up in sales, irrespective of their major. If your sales team aren’t born to sell, how do you then cultivate the qualities that will lead to success within your organisation? In the presentation, Andy will speak from years of experience, highlighting the key habits and qualities that makes for a dynamic and impactful salesperson. He will also touch on the sales processes he implemented that made Vespa SA a successful brand locally.

Colin J Browne
Colin J Browne
Chief Happy Sandpit Builder, Happy Sandpit
Nick Saunders
Nick Saunders
Sales Enablement Manager - Africa & Middle East, Mimecast
Mark Keating
Mark Keating
CEO, SalesGuru
Geoff Ables
Geoff Ables
Author, Advisor & Founder, C5 Insight (USA)
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Detoxifying the Sales Environment by Shifting the Cultural Focus

The way we think about salespeople is dead wrong. We hire people into marketing and finance roles on the basis of their culture fit and expect them to perform at a high level, yet we continue to see salespeople as only coin-operated. The result is that the toxic behaviours we would most like to be rid of are the very ones we incentivise and promote. But it doesn’t have to be this way - as the case studies in this presentation will show.

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Educate The Sales Conversation by Enabling The Sales Operating Model

Too often sales training efforts focus on product, process, and pitch. Sales professionals are taught how to sell a product but not necessarily how to conduct themselves in a value-based customer interaction. This leaves customers questioning the value of sales professionals. Why are we not teaching sales professionals on how to conduct a meeting, hold a conversation or how to ask great questions? What's missing is the operating model for enabling sales and helping them to create value.

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How to Create & Implement an Effective Prospecting Culture

Are your salespeople and what your company offers the best-kept secret in the market? A huge challenge for many companies is that their salespeople are not engaging with and getting in front of enough qualified buyers. You can have a great offering that provides real value but it's means nothing if your target market doesn't know that you exist. Limited prospecting continues to be a massive cost for many sales teams.
Mark will share how to implement a prospecting framework that is proven to work, get sales teams wanting to prospect more and achieve ongoing increased success. You don't want to miss this talk if you want your salespeople spending more time in front of more buyers, more often!

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Analytics: The Executive Overview

Analytics is now among the highest priority initiatives according to CEO surveys. Organisations that fall behind are increasingly at risk of being disrupted by those that stay on top of emerging analytics technologies. But, it can be difficult to wade through the hype to understand the strategic implications. This session delivers a jargon-free overview of the 3 categories of analytics, how global leaders are using each, simple steps for adopting more analytics-driven processes, and newly emerging analytics capabilities that are shaping the workplaces of the future.

Rapid Sales Process Design

If you want your sales team to increase deal size, decrease cycle length, improve win rates, avoid letting opportunities slip through the cracks, have meaningful forecasts, and be able to improve sales continuously - then you need a sales process. Learn how best-in-class teams design sales processes to align with their buyer's processes. Develop a process unique to your organisation. Get your team on board with following the process. And get a free workbook to design your own sales process.

Chris Oosthuisen
Chris Oosthuisen
Head of Liberty Advisory Partners, Liberty Group
Matt Prowse
Matt Prowse
Director Customer Understanding, Insurance Australia Group (AUS)
Julia Phillips
Julia Phillips
Head of Digital Client Experience, Rand Merchant Bank
Claire Janisch
Claire Janisch
Director BiomimicrySA, Founder Biomimicry for Africa Foundation, Syntropy Pty Ltd.
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Growing Our Own Timber

Liberty Advisory Partners has grown it advisor force by 45% since 2012. We see this customer-facing sales team as one of the best in the country, with loyalty and longevity being a core aspect of our team. In this presentation, we will unpack how our recruitment process was refined over many years, looking at elements like on-boarding, productivity management, people development, culture, rewards and recognition. We will also share how technology was incorporated into this process to set Liberty apart from others.

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Flex Your Positivity Muscle

In a world where fear sells and negativity grabs the headlines, it’s never been more important to flex our collective positivity muscles. Come and be inspired by stories and practical case-studies on building a happier more positive you, a happier more engaged workforce and happier more satisfied customers who will positively recommend your brand even more!

Matt takes you on a journey through the IAG With Thanks Program that involves calling 1000+ customers and thanking 1000+ frontline colleagues each year. Every organisation has positive stories – how do you find them… and share them!

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The Organisations That Will Win in The Future Will Be Those That Embed Digital Interactions into Deeply Human Experiences

There are many examples of digitising and innovating client experiences in the consumer market (Amazon, AirBnB, Uber), but not many examples of doing things differently with client experiences in the business to business world. This talk will focus on how to revolutionise client experiences when your clients are other companies. The engagement model, buying patterns and service models are fundamentally more complex than those of a business focused on retail customers.

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Biomimic That

An entertaining and yet powerfully meaningful presentation exploring a range of lessons from nature for the future of business and our world. Nature's forms inspire efficiencies beyond what we thought was possible. Nature's processes are way ahead of the cutting edge of our technologies. Nature's systems encompass the wisdom and genius of billions of years of experience. This presentation explores how we are learning from and emulating nature's forms, processes & systems for innovative responses to human challenges. Expect the good, the bad and the ugly!

Daniel Padiachy
Daniel Padiachy
Chief Marketing & Communications Officer, McDonald’s South Africa
Eswee Vorster
Eswee Vorster
Head of IT & Innovation, Safair Pty Ltd
Orin Hanrahan
Orin Hanrahan
Customer Strategy & Operations Manager, Uber Technologies South Africa
Ricardo Rosa
Ricardo Rosa
Partner, Technology Consulting Lead – Africa, PwC
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Experience of the Future through Customer Noticeable Change

McDonald’s has been a leader of innovation in the Quick Service Restaurant (QSR) category in South Africa for over 23 years and counting. Learn of McDonald’s CX journey - creating customer noticeable change through an Experience of The Future journey.

Bringing Digitalisation together with employee engagement is driving innovative customer experiences. Our new modern and contemporary looking restaurants, self-ordering kiosks, Guest Experience Managers (GEMs), delivery and our very own McDonald’s app have resulted in increased sales and robust adoption of new ways in which to enjoy McDonald’s meals.

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How to Entrench Disruptive Innovation Across Your Business for Stunning Business Results: Building Momentum and Maintaining a Growth Trajectory

Learn how Safair’s strategy to focus on doing the basics well, whilst focusing on being disruptive, contributed to their success. From an IT and innovation perspective, business outcomes have been achieved through enhancing engagement on digital platforms by leveraging UX to drive user adoption; and applying common sense with a Gladiator attitude in a test and experiment culture. Customer-centric innovation crucially encompasses the dedicated internal focus of nurturing the capability for innovation – from executive sponsorship to regarding your people as change agents business-wide, to tech ownership itself – and measuring this for actionable insights throughout.

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Using Voice of the Customer Data to Drive Product Changes and Surprise & Delight Customers

How Uber’s customer experience team, ranging from the agents in our support network to our operational specialists, uses voice of the customer data to truly understand how our App functions in our markets in order to reduce defect rate, improve operations, and create holistic customer-facing solutions across SSA, MEA, EMEA, and the rest of the planet.

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Revenue Boost

Price and quality remain top of mind when consumers make purchasing decisions, but more than 70% of customers globally say that a positive experience is among the key drivers that influence their brand loyalties. In fact, the price premium for quality CX among consumers worldwide is real--and it adds up to a 16% on products and services.

Bad experiences drive consumers away – fast. Globally, consumers would stop doing business with a company due to unfriendly service, unknowledgeable employees, and lack of company trust. One in three customers say they would walk away from a brand they love after a single bad experience. Speed and efficiency; knowledgeable and helpful employees; and convenience universally matter most.

While the consumer generates the revenue, employees drive the experience. Brands won’t be able to solve their CX problems with technology alone – it’s just an enabler, facilitating the connection between a product or service and consumers. Instead, they must find a way to create a harmony between business objectives, experience priorities and technology enablement to meet the consumers demand for tech with strong desire for authentic, personal interaction. In short, consumers are willing to pay for a customer experience that goes beyond the norm and brings together the best elements of people, technology and service with a smile.

Janine Wray
Janine Wray
Head of Sales, Direct Axis
Nicki Hill
Nicki Hill
Head of Innovation & Customer Experience Delivery, Direct Axis
Mike Perk
Mike Perk
CEO, WWC
Adrian Swinscoe
Adrian Swinscoe
Advisor, Best-Selling Author & Forbes Contributor, RARE Business Ltd (UK)
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Customer Led, People Designed – Customer Experience & the Sales Intersection

Sales teams are traditionally adept at navigating their customers’ expressed and unknown needs, but today’s customer demands challenge “how we have always done things”. Join us for our human journey of breaking down the barriers that separate improved CX ‘ fluffy’ and Sales ‘omnipotent’ by bringing the heart of the organisation, its people, along! Learn what the tipping point has been for sales to adopt a more customer-centric view of writing business and what the early benefits are that are informing the journey of transformation.

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Customer Led, People Designed – Customer Experience & the Sales Intersection

Sales teams are traditionally adept at navigating their customers’ expressed and unknown needs, but today’s customer demands challenge “how we have always done things”. Join us for our human journey of breaking down the barriers that separate improved CX ‘ fluffy’ and Sales ‘omnipotent’ by bringing the heart of the organisation, its people, along! Learn what the tipping point has been for sales to adopt a more customer-centric view of writing business and what the early benefits are that are informing the journey of transformation.

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Fighting Culture to Create Innovation in the Automotive Industry to Improve CX & Sales - An Interactive Panel Discussion

As with many industries, the automotive industry is having to find new ways to connect with customers and build better customer experiences through digitalisation that will help drive sales.

This panel explores the challenges the automotive companies in South Africa have with creating an innovation culture that can achieve that, amidst the backdrop of global brand pressure and organisational hierarchies. They will also share stories of success and how they have overcome these challenges.

"Future Fit" Leadership

In this critical presentation on successful digital transformation, Mike Perk uses a heroic story from World War II, as a backdrop to illus­trate 4 critical areas leaders need to focus on to become "Future Fit" and to guarantee a greater chance of business success when entering the 4th Industrial Revolution.

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Humans vs. Machines: The Critical Balance Between Digital Solutions & the Human Touch

We know that customer experience is increasingly becoming the battleground on which companies compete. To help them compete, companies are investing in a wide range of technology and digital transformation initiatives that range across the whole customer journey. But, according to research, customers continue to place a high value on human interaction.

So, is there an emerging disconnect between what customers want and what companies are delivering? When companies default to technology-led solutions for their engagement, acquisition, service and loyalty challenges are they risking driving a wedge between them and their customers? It’s critical to consider this difficult news and what it means for your sales, marketing, service and success teams, if you are serious about delivering the sales & customer experience your customers want.

Is Customer Success the New Sales?

Over the last few years, we have seen the world shift to a new kind of subscription-based business model reflecting the way that people now want to buy things. To adapt to this change, many organisations are building customer success teams. That’s a good thing. However, many of them are not getting the results that they want as they are not really focused on customer success but have just rebranded some of their sales team. Adrian will explore how customer success is a team sport, should be a part of everyone's responsibility and is likely to dominate the future of sales. He will then explore what leading organisations are doing to get it right, what sort of results they are seeing and what you should be thinking about to make your own sales function future-proof.

Julian Diaz
Julian Diaz
Head of Marketing, Skynamo
Mario Engelbrecht
Mario Engelbrecht
Head of Sales and Marketing, Parity Software
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Less Crap. More Sales: How Mobile Sales Technology can cut admin and increase trust for Field Reps so they can sell more

On average, sales reps spend only 36% of their time actually selling. The rest of the time they spend on menial tasks that are not helping your business improve its bottom line. This presentation will take the audience through the results of a recent survey (“The Trust Gap Report”, October 2018) conducted with over 250 sales reps to find out how they spend their time, why there is a perception that salespeople cannot be trusted, and how innovative mobile sales technology can reduce admin, increase face time with customers, increase trust and increase sales. We can minimise time wasted on call reports, lack of transparency (and the resulting lack of trust), micromanagement, bad data, lost customer knowledge, bad route planning, and paperwork. This presentation will include a couple of short video testimonials and a quick overview of admin-killing features.

If you’re managing a team of reps in the field – then you won’t want to miss this session.

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Data & Utilising Your CRM Technology To Its Maximum

This presentation will be a first-hand account as to how the implementation of a CRM solution in any business adds incredible value and lends to a happy and cohesive customer service/experience, marketing and sales approach. Using our own company (Parity) as the case study, we will be sharing valuable lessons learnt. Speaking from experience, this session is unique and different and will provide you with take-home knowledge to help fast-track your implementation initiatives.