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Marnitz Van Heerden

Head: Group Customer, Hollard Insurance, Hollard Masters, Business Administration, CCXP (Certified Customer Experience Professional) Director of the CXSA (Customer Experience South Africa) industry association

About this speaker

Marnitz is passionate about assisting businesses create value through introducing and sustaining a customer centric culture and maximizing the return on their customer asset. He has extensive experience in leading customer transformation programs which enable businesses to acquire, develop and retain those customer relationships that are critical to their success. His successes include improving customer satisfaction, loyalty and value to above industry benchmarks and significantly increasing revenue as a result of customer centric strategies. He is currently employed by Hollard Insurance as the Group Head: Customer Experience, Customer Conduct and Quality and have worked, at amongst others, Standard Bank, Absa, FNB and Accenture.

Marnitz holds an MBA (Cum Laude) from the Gordon Institute of Business Science and BCom(IT) (Cum Laude) degree from the University of the Free State. He is also a Certified Customer Experience Professional (CCXP) with the global CXPA (Customer Experience Professional Association), a member of the CXPA’s CCXP Exam Resources and CCXP Competency Framework Advisory Sub-committees, a director of the newly established Customer Experience Association of South Africa (CXSA) industry body and he serves as a board member / trustee on various pension fund and retirement annuity at Hollard. He is a passionate professional speaker on customer experience management and customer centric strategy and have presented various topics at national and international conferences, ranging from “The ROI of Customer Experience” to “Landing the first 90 Days in your new CCO or CXO role”.

In his free time, he loves staying fit, spending time outdoors, learning new skills and seeing new places and cultures through travelling and good red wine.

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True CX transformation – The playfield of the brave and fearless

Marnitz Van Heerden