Supa to open Customer Service Symposium

Published: 23 August 2017

Information, Communication, Technology and Courier Services Minister Supa Mandiwanzira will headline this year's edition of the Zimbabwe Customer Experience and Service Delivery Symposium.

The symposium, which is being hosted by the Chartered Institute of Customer Management (CICM) in partnership with Contact Centre Association of Zimbabwe (CCAZ) is penciled in for August 30 in the capital, Harare.

According to the organisers the meeting will discuss insights into effective service delivery in both the public and private sectors.

"The conference will set the stage for an inclusive framework that will help improve service delivery across all sectors of the economy."

"It will bring together the corporate community and Government departments to discuss on the service delivery status of Zimbabwe at a macro level and find out ways on how best to improve the status quo.

"Our speakers will shift paradigms, challenge assumptions, and spark new insights on customer experience," said CICM chief executive officer Dr Ricky Harris.

The thrust of the Customer Experience and Service Delivery Symposium is in line with Government-led initiatives to enhance the efficiencies of state entities and local authorities.

Government, through the Office of the President and Cabinet (OPC) is undertaking several economic reforms in the context of Ease of Doing Business to transform the business environment to be more transparent, fair, honest, cost effective and competitive.

This should ultimately project Zimbabwe as a competitive investment destination and go a long way to attract the much-needed foreign direct investment and transform the economy.

The current Government-driven reform agenda entails the amendments to any number of regulations that are deemed to be a hindrance to business growth.

And with specific reference to 'customer experience', the Government is also in the process of promulgating a Consumer Protection law, which will provide for the setting up of an effective and efficient national complaints handling body.

Speakers at the Symposium will include, senior principal director in the Department of Public Affairs and Knowledge Management in the Office of the President and Cabinet Ambassador Mary Sibusisiwe Mubi; ZOL chief executive Mr Denny Marandure; Consumer Council of Zimbabwe executive director Ms Rosemary Siyachitema, and Information Society Initiatives Trust president Mr Reuben Gwatidzo among others.

Dr Harris said the significance of a Customer Experience and Service Delivery Symposium is critical insofar as increasing competition has made it more difficult for organisations – both public and private – to retain customers against the backdrop of shrinking disposable income.

CICM is a globally-recognised customer service and call center professional board, which carries out a series of customer-centric conferences across Africa.

Locally, CICIM will this year also host the Customer Service Week (including a breakfast meeting and an annual Service Excellence Awards Gala) in October. During the same month, the board will present a Customer Satisfaction Index for all of Zimbabwe's sectors.
- BH24