Engage on the Road South Africa

A highly-experienced business solutions manager, Adrienne has almost 30 years of expertise in the financial sector, and in her current role is responsible for implementing and supporting Speech Analytics and Quality Management across the FirstRand Group. With a strong background in Business Analysis, Process Analysis, Operations Management, Relationship Management and Customer Experience, Adrienne is passionate about driving stakeholder engagement ad actionable interaction insights to improve CX.

Karl is an industrial engineer with over 20 years of experience in various industries, now focused on automation and workforce planning within retail banking. The team is leading the charge in branch transformation at top retail bank, Capitec, which has over 22 million clients, 850+ branches and 11,000 in-branch professionals and a further 1000+ contact centre agents/back-office agents in both the retail and business bank sectors combined. For more than a decade, Karl’s pivotal role across forecasting, scheduling, operations planning and integrated business planning, has ensured he has a unique perspective of, and contribution to, the bank’s transformation of its in-branch customer experience and innovative utilisation of branch and contact centre staff skills across other customer engagement channels, enabling a unified workforce capability. A seasoned professional, with a strong background in consultancy, Karl will share his fascinating insights and illuminate new possibilities for other organisations to consider.

With a significant background as a regional operations manager across a retail banking branch network, Piet enjoys a strong commercial focus and an awareness of how things operate on the ground. He marries this insight with a highly analytical focus on how workforce planning can best be achieved and continually evolved, driving through key projects that have made a tangible impact on capacity, client service and cross-skilling within Capitec. Piet and team continue to drive success and innovation in workforce planning at Capitec. A super presenter, Piet is renowned for imparting tangible take-aways and fresh thinking.

A professional in the contact centre industry with over 20 years of experience in Collections both outbound, inbound and customer services, Saras’ expertise encompasses implementation and management of the Quality Assurance, Payment Solutions, Dialler Strategies, Gamification, leading in the Innovations and Collaboration space. An innovative thinker, Saras creates and collaborates on customized dynamic solutions to enhance strategies, curb wastage, and deliver valuable. business outputs.

Seif is an experienced Team Manager having spent 15 years in the banking industry. With his passion for business process optimisation, service delivery and operations management, he uses his experience, strong analytical skills and the latest technological innovations to drive positive effects on overall performance, employee satisfaction and customer experience.

Matt works with the world’s leading organisations, to re-imagine their future and define the strategies that will shape their businesses of tomorrow. Through this work, he is on the bleeding edge of understanding what signals and forces will shape the future of business and society and can help identify impactful future strategies and solutions that deliver exponential growth. Matt has spoken across the globe – whilst Futureworld has worked with hundreds of organisations as diverse as Coca Cola, the Hong Kong Government, BP, Astra Zeneca and Deutsche Bank.

Matt Flury is a business psychologist who worked in-house for nearly fifteen years, either leading large HR teams or operating as an internal consultant. He now manages a portfolio career, advising HR Directors and Business Leaders on capability, culture, and change, and provides talent management consulting to SMEs and multi-nationals.  

Matt has a first-class Honours degree in Psychology and a Masters’ degree in Occupational Psychology from the University of Hertfordshire and is a Principal Practitioner member of the Association for Business Psychology. 

Steve leads the Verint’s Solutions Consulting Team. This expert group is a powerhouse of knowledge, supporting and advising customers on how the broad portfolio of Verint solutions can help their organisations enhance customer loyalty, increase revenue, mitigate risk, and manage operational costs. Steve has over 25 years of experience within the Contact Centre and Customer Engagement industry. He joined Verint over 15 years ago, and prior to that held Solutions Management roles across a number of Contact Centre solution providers.

Douglas McNeilage leads the local Verint South Africa team, supporting the biggest brands in the marketplace by delivering the very best customer engagement technology today whilst ensuring organisations can meet the rapidly changing expectations of tomorrow.