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Eytan Hattem, Cemantica together with Gary Cook, Empowered Analytics discussed:
The Earned Growth Rate: How can CX support your sustainable and profitable success?
Why Brands will be forced to embrace the era of the customer for sustainable and profitable growth.
It is proven that customers coming from referrals are more profitable, have a lower acquisition cost and are more likely to turn into advocates themselves and spread the word among friends/ colleagues. Therefore, the investment in Customer Experience can be much more valuable than effort invested in limited or disconnected marketing and communication campaigns.
If this is so obvious, then why are companies still hesitating to develop and implement a Customer Experience program? Too complicated? Too much change required? We understand the barriers, but a pragmatic approach that focuses on producing quick wins can be the key to turn your organization into a customer-centric culture, little by little.
In this webinar we provided some key pointers for business leaders looking to align their business objectives of profitable growth with a long-term strategy focused on the customer.
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Customer experience has always been at the heart of Eytan’s career and his passions; from his proven track record in international technology implementation projects through to his work as a business consultant supporting clients in their digital transformation journey, aligning business goals with the customer experience.
As a certified CCXP professional, Eytan created Cemantica to help organizations from different sectors understand and transform their customer journeys through best practices and innovative technologies.
A true evangelist and thought leader, Eytan speaks and writes regularly within CX industry media with authority and passion, is a trusted and respected judge at global CX awards, plus mentors fellow CX professionals and start-ups to spread the power of customer experience.
Gary Cook
With a strong background in Strategy, Finance and Marketing, Gary was a pioneer in establishing one of the first Business Intelligence companies in South Africa, of the modern era, 15 odd years ago. Having worked on more than 30 balanced and alternate scorecard projects, the introduction of performance management into the world of analytics came naturally. He is now an executive of Empowered Analytics, a company that specializes in strategic and customer intelligence and analytics.
He believes himself fortunate to have been the lead consultant to numerous projects in customer experience and regulatory insights, as well as journey orchestration analytics, whereupon he met many members of the CX community. He is of the opinion that this force within the business framework is currently amongst the most under-appreciated but with the highest potential going forward. To this end, he is a core member of South Africa’s CXSA’s Metric and ROI team, and enjoys the professionalism and commitment of his fellow members.
He has numerous qualifications in Finance, Marketing and Business Administration and was a guest lecturer for many decades at SA’s leading business schools. He currently keeps up to date with a healthy monthly investment in his Kindle business book collection, and continues to advise leading companies on CX performance management and measurement.
When Gary is not working on Empowered Analytics, you can find him following his talented daughters’ sports progress, designing new software potential and watching and supporting his favourite sports teams in football, rugby and cricket.
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Events
Forrester CX Summit EMEA 2025
CXPA USA CX Leaders Advance 2025
Create and manage your Journey Portfolio
How to design exceptional machine customer experiences
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