EA Forum - Johannesburg
Business Process Management with a Customer-Centric Focus
There is a constant tension between managing the relationships between the people, process, technology and data. These factors need to be aligned in order to gain maximum business value. At the same time, one has to consider and manage the relationships between efficient performance at the lowest cost, whilst delivering the required customer value. These are the considerations Zain Davids, Head of Customer Enablement at Liberty, will discuss at this month’s EA Forum as he describes how they built and matured their group-wide business process management capability.
After working at various organisations in the financial services industry in a number of roles, Zain Davids joined Virgin Money in 2006 as their Operations Manager and Head of Strategic Projects. He then joined Liberty in 2009 as Head of Customer Retentions, and later became the Head of Customer Enablement.