With the ability to deliver exceptional customer experience (CX) becoming a crucial part of modern business strategy, many organisations are discovering that traditional customer service models no longer serve their needs adequately. Customers are now looking for immediate, personalised engagements on the channel of their choice. They expect service to be available on their terms and brands are struggling to live up to expectations.

Join Dennis Wakabayashi, The Global Voice of CX, Fanie Vos from LIPCO Business and others to explore “The Big Shift” beyond traditional call centres, mastering omnichannel, and how to leverage AI and automation to enhance customer experience. Register for the webinar today.

This shift in expectation means that customer service has to change from being a backoffice function to being at the forefront of the organisation – and standard call centres are proving insufficient to address this change. Businesses must evolve to meet customers where they are present, by offering choice, convenience and a consistent experience across all touchpoints – and if organisations can’t get this right, they will likely lose the customer to a competitor who can.

The solution lies in transforming a previously reactive customer support department into a proactive CX hub. To help businesses get started, Telviva is hosting a webinar, The Future of Customer Experience: From Call Centre to Contact Centre to CX Hub, where we will focus on how brands can transform customer experience.

Join us on 16 October 2025 at 11am SAST as we delve into the evolution of customer experience, moving beyond traditional call and contact centres to dynamic CX hubs, in a discussion that will feature:

Dennis Wakabayashi, The Global Voice of CX, as key speaker
Fanie Vos, national executive: operations at LIPCO Business, as panellist
Martie de Beer, contact centre-as-a-service executive at Telviva, as panellist
Clara Wicht, head of product and marketing at Telviva, as moderator

This webinar will provide insights into creating a unified strategy that connects with customers on their preferred digital channels. You will learn how to leverage modern tools, including automation and WhatsApp for business, to craft a seamless customer journey that drives loyalty and growth and understand the pitfalls to avoid in customer experience.

Register now

Bridging global best practice with local realities

Our key speaker, Dennis Wakabayashi, is dedicated to sharing comprehensive insights and promoting a global conversation about customer experience. Drawing from field research through podcasts such as CX in the Wild and candid conversations via CX Tea Show, Wakabayashi bridges developed market assumptions with emerging market realities.

Beyond just looking at building the business case and securing buy-in for improving CX, Wakabayashi addresses various aspects of customer experience, including consumer research, customer journey development, UX, service design and all of the integrations that are required to advance CX.

Highlighting real-world success

A key part of our discussion will be a compelling case study from LIPCO Business, presented by Fanie Vos. Discover how LIPCO transformed their fragmented engagement and reactive service into an omnichannel success story with Telviva Omni, significantly improving CX and empowering their agents. This case study will demonstrate the practical steps and tangible results of a successful customer experience transformation.

What we’ll cover to enhance your customer experience:

The Big Shift: Why a call centre is not enough anymore for modern customer experience
Mastering omnichannel: Creating a single, unified view for superior customer journeys
WhatsApp for Business: Your new power channel for direct customer engagement
The role of AI and automation: Building an efficient CX hub
Build your road map: Towards the future of customer-centric operations

This webinar is designed for anyone looking to modernise their customer-facing operations, improve efficiency and stay ahead of the curve in a competitive market by delivering exceptional customer experiences.

Register now

About the speakers

Dennis Wakabayashi: Delivers keynotes addresses across five continents, impacting how professionals understand business and human nature intersections, with a strong focus on customer experience. Founder of Brave Ah!, he brings a unique perspective from building an entirely new category of modern business that connects business decisions to their human impact.
Martie de Beer: Executive for contact centre at Telviva, with extensive experience in telecommunications and sales operations. She champions strategic business plans, process design and customer digital enablement to enhance service leadership within the contact centre business unit.
Fanie Vos: A seasoned national executive in operations and a certified Key Individual in the financial services sector with a deep background in both strategic sales leadership and operational excellence. His expertise in process optimisation, system integration and compliance makes him the perfect guide to discuss modernising business operations and leveraging technology for growth.
Clara Wicht: Head of product and marketing at Telviva, bringing over a decade of experience in the telecommunications and technology sectors. She is a passionate advocate for modern, cloud-based communication solutions and is committed to helping businesses leverage innovative technology to drive growth and improve the customer experience.

About Telviva
Telviva is a market leader in cloud-based communications and strives to enable better quality conversations for businesses through context-driven unified communications as a service (UCaaS) and contact centre as a service (CCaaS). Seamlessly integrating voice calls, PBX, videoconferencing, instant messaging, contact centre and business intelligence into a single service, Telviva simplifies collaboration, boosts productivity and enhances customer experiences. Delivered as a managed service, the secure solution integrates with CRMs and other cloud tools, providing historical context for informed interactions.