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SPEAKERS

The best of CEM forum Johannesburg – now in Cape Town
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Prof. Adré Schreuder,
CEO
of
Consulta Research and recognised expert in the field of customer experience management.
Biography

Andre le Roux,
Managing Director
for the African Region at
Interactive Intelligence
Biography

Deon Scheepers Deon Scheepers
Head of Sales & Business Development
,
Interactive Intelligence Africa and one of the most widely respected voices in South Africa’s ICT industry.
Biography

Scott Forrester Scott Forrester                                                                                                        Senior ManagerWorkforce Optimisation & Support at African Bank
  Biography
Silva Padaychee Silva Padaychee                                                                                                        Senior Presales Engineer EMEA, Interactive Intelligence
  Biography

Adré Schreuder
Adré Schreuder completed his junior degrees (Bachelors of Commerce and Honours degree) as well as his master of commerce dissertation cum laude at the University of Pretoria. He started his career as Marketing Assistant at the Marketing Division of the Department of Post and Telecommunication. After three years he accepted a position as Lecturer at the Department of Business Economics of the University of Pretoria in 1988. He was promoted to Senior Lecturer at the end of 1989.

In January 1991 Adré made an important academic change to the Rand Afrikaans University (Johannesburg) where he completed his doctoral thesis in 1992. In July 1993 Adré was promoted to Associate Professor. He returned to the University of Pretoria in 1994 to assume the position of Chair in Marketing and promotion to full professor at the Department of Marketing and Communication Management.

The next important career milestone was when Adré was appointed as Head of Department of Marketing and Communication Management in January 1996. The academic chapter of his career was appropriately closed when he was awarded a position as extra-ordinary professor and negotiated a share equity deal with the University of Pretoria to establish a market research consulting firm called Consulta Research at the end of 1999.

He actively consults to large, medium and small businesses and serves as non-executive director in numerous other companies. He has published at numerous local and international conferences and publications. Adré has been acknowledged in the South African market research industry as the leading expert in customer satisfaction and customer experience research and measurement. International acknowledgement of the contribution made to the measurement of customer satisfaction came in November 2005 when Prof Adré Schreuder was invited to the International Council for Financial Competition to host a panel presentation “Next Generation Customer Experience and Loyalty Measurement.”

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Andre Le Roux

Andre Le Roux brings a wealth of business and operational expertise to his role as Interactive Intelligence African Region Managing Director. Having worked extensively with the company over the past ten years in his former capacity at the helm of ATIO’s Interactive Division, Le Roux is well placed to take Interactive Intelligence to the next level, both in South Africa and across the continent.

Le Roux started his career in operations, before moving into a business development position at EDS South Africa, where he was responsible for setting up state-of-the-art contact centres for Telkom and Nedbank.

Le Roux joined ATIO in 2000, and has since steered the company’s interactive division to becoming one of the leading ICT service providers in the country.

Le Roux’s success is a product of his results-driven approach to business, as well as his capacity to seamlessly manage both customer and staff relationships. Whilst he spends a large portion of his time tackling challenges in the workplace, Le Roux still finds time for his family, as well as the odd game of golf when his busy schedule allows.

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Deon Scheepers

Deon Scheepers, Regional Business Development Manager, Interactive Intelligence Africa, is a man of many talents. Over the course of his 29-year career, he has successfully tackled a number of varied roles across the management, sales and technical arenas – something that looks to serve him well in a challenging new position.

Scheepers’ career started at Telkom, where he was part of the team responsible for deploying South Africa’s first-ever digital network. He then went on to join ABSA in the role of a senior network architect, and oversaw the development of the bank’s first state-of-the-art contact centre.

Scheepers joined ATIO in 1998, where he was later appointed Head of Technology and Strategy, assuming responsibility for the strategic positioning and growth of the company’s business within the Contact Centre, Unified Communications, Managed Services and Cloud Computing markets.

Scheepers has become one of the most widely respected voices in South Africa’s ICT industry, and provides widely read articles and papers to leading magazines and newspapers in his limited spare time.

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Scott Forrester

Scott is a contact centre professional with more than 15 years of experience in the industry both locally and internationally, specialising in contact centre support, strategy and customer experience. He began his contact centre career in the UK and returned to South Africa in 2003 since when he has been active in the local industry. Scott has experience working in a number of environments including inbound, outbound, multi-channel, captive, outsourced, single- and multi-site. He has been involved operationally as well as on a consulting basis, including a stint working for a contact centre technology company. Scott is currently responsible for the implementation of a performance turnaround strategy for the African Bank Inbound Client Services area.

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Silva Padaychee

Silva Padaychee is the Senior Presales Solution Engineer at Interactive Intelligence South Africa. He is currently accountable for all local presales activities which include local team management, customer requirement’s fulfilment and solution design.

Silva is actively involved with strategic initiatives and business development in various areas of the business. Silva has worked in the ICT industry for more than 14 years specializing in Call Centre Technology. He fulfilled a number of roles ranging from systems engineer, solution architect, business analyst, product specialist and presales system engineering. Since 1999, Silva completed various product certifications ranging from Microsoft, Interactive Intelligence, NICE, Huawei, Tandberg and Polycom VC. In 2010

Silva attended the Pure Innovation Leadership Programme and received the Top Student Award in 2 categories, viz, Leader of the Year 2010 and Leader in Action 2010. He also received the General Achiever Award from ATIO. Silva previously held the position of Head of Product Solutions at ATIO and managed the presales and product management team covering the company’s complete product portfolio which included Interactive Intelligence, Avaya, Cisco, Nortel, Microsoft Lync and NICE.

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Interactive Intelligence Group Inc . (Nasdaq: ININ) is a global provider of contact center automation, unified communications, and business process automation software and services. The company’s unified IP business communications solutions, which can be deployed on-premise or via the cloud, are ideal for industries such as financial services, insurance, outsourcers, collections, and utilities.

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