Transform your entrepreneurial venture with stellar client experience strategies
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Speaker : JONAS ADORO
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When : Wednesday, June 25, 2025
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Time : 01 : 00 PM EST
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Jonas Adoro Finance Executive, Mentor and Business Coach, Entrepreneurship Strategist and CX Speaker.
With
over 27 years of experience in retail and business banking, Jonas Adoro
is more than a finance executive; he is a catalyst for growth, a
champion of people, and a visionary leader ready to make a significant
impact. He is a business coach, strategist, and mentor passionate about
unlocking potential and driving peak performance in others. A seasoned
business leader, Jonas has carved out a reputation for driving
transformation, managing risk, and fostering high-performance teams
across South Africa’s banking sector.
From the
ground up, Jonas has built a career marked by consistent growth and
diverse expertise. He has held key leadership positions in major
financial institutions, including Standard Bank, ABSA, and Nedbank,
where he orchestrated game-changing strategies in business growth, risk
management, and customer experience. Currently serving as Managing
Director of Oroda Business Consultants, he champions entrepreneurial
excellence while also leading as a Regional Client Experience Manager at
Standard Bank, ensuring world-class service delivery.
Passionate
about mentorship and coaching, Jonas is committed to developing the
next generation of financial professionals and entrepreneurs. His
leadership extends beyond the boardroom—his impact was recognized when
he won 3rd Prize in the International Labour Organization’s (ILO) Social
Enterprise Skills Award in 2014, marking his contribution to job
creation challenges.
A graduate with a
Bachelor in Management Leadership (BML) from the University of the Free
State Business School, Jonas further honed his expertise through an
Advanced Certificate in Management Practice (ACMP) from Henley Business
School and a Postgraduate Diploma in Business Administration (PGDBA)
from Tsiba Business School. Currently, as he embarks on a Master of
Management in Entrepreneurship and New Venture Creation (MMENVC) at Wits
Business School, his pursuit of knowledge exemplifies his commitment to
continual growth and innovation in the financial and entrepreneurship
realm.
Fluent in multiple South African
languages, Jonas is a versatile communicator, a profit-driven
strategist, and an influential public speaker who thrives on driving
meaningful change in the financial sector. His ability to build strong
client relationships, optimize costs, and navigate complex financial
landscapes makes him a sought-after leader in the industry.
When Jonas isn’t transforming financial strategies or mentoring future leaders, he’s redefining success through Oroda.Africa, an initiative focused on business consulting and economic empowerment.
Transforming an entrepreneurial venture with stellar client experience strategies involves creating a holistic approach that aligns with business goals and client needs. This includes defining a clear customer experience vision, understanding the customer journey, and leveraging technology to personalize interactions. Personalization, for instance, makes customers feel valued and understood, increasing engagement and loyalty. An omnichannel approach ensures a seamless experience across all touchpoints, from social media to in-store interactions.
Effective client experience strategies also involve empowering employees with the skills and resources needed to deliver exceptional service. This includes training on using customer experience tools effectively and fostering a culture that prioritizes client satisfaction. By focusing on client experiences, businesses can build emotional connections with customers, leading to increased loyalty and profitability.
Moreover, client experience strategies are closely tied to key business success metrics, including customer retention and acquisition costs. By delivering exceptional experiences, businesses can reduce churn rates and attract new clients through positive word of mouth.
Introduction
Client experience (CX) is no longer just a customer service function—it is a strategic business tool. Entrepreneurs who master CX strategies unlock sustainable business growth, customer loyalty, and compliance resilience. This lesson delves into how entrepreneurs and business leaders can integrate CX strategies to build trust, mitigate risks, and differentiate their ventures in competitive markets.
The Business Case for Stellar Client Experience
- How CX influences brand loyalty, revenue growth, and market competitiveness.
- Case studies of successful businesses that thrive due to excellent client experience.
- The hidden costs of poor client experience: lost customers, negative reputation, and regulatory penalties.
Key Components of a Winning Client Experience Strategy
- Trust & Compliance as a CX Differentiator: How ethical business practices and transparency enhance customer confidence.
- Emotional Intelligence in Business Interactions: How understanding client emotions builds deeper relationships.
- Omnichannel Client Engagement: The Role of Technology, Communication, and Personalization in Client Interactions.
- Service Recovery Strategies: Handling customer complaints, resolving disputes, and turning negative experiences into loyalty opportunities.
Regulatory Considerations & Risk Management in CX
- The role of data privacy laws (e.g., GDPR, CCPA, POPIA) in client experience.
- Balancing customer convenience with regulatory requirements.
- Case studies of compliance breaches tied to poor client experience.
Actionable Strategies for Entrepreneurs
- How to map the client journey to identify pain points and opportunities.
- Implementing a customer-first culture within your business.
- Measuring CX Success: Key Metrics and Tools to Assess Client Satisfaction.
Conclusion
By the end of the session, participants will understand how CX directly impacts business success, risk management, and regulatory compliance. They will leave with practical, actionable strategies to elevate their entrepreneurial ventures through exceptional client experiences.
Areas Covered
- Introduction to Client Experience Strategies: Understanding their role in business success
- Defining a Customer Experience Vision: Aligning with business goals and values
- Understanding the Customer Journey: Mapping touchpoints and pain points
- Personalization and Omnichannel Experiences: Leveraging technology for seamless interactions
- Empowering Employees: Training for exceptional service delivery
- Case Studies: Real-world examples of successful client experience strategies
- Interactive Exercises: Practicing client experience skills
- The link between trust, professionalism, and CX
- Building emotional intelligence in customer interactions
- Regulatory and compliance considerations in CX strategy
- Tools and strategies to enhance client experience
- Measuring CX success with KPIs and analytics
Who Should Attend
- Entrepreneurs and Business Owners
- Startups and Scale-Up Founders
- Customer Experience Managers
- Risk Management Consultants
- Financial Advisors and Investment Professionals
- Legal and Ethics Officers
- Business Development and Sales Executives
Why Should You Attend
In today's fast-paced business landscape, companies face significant challenges in retaining clients and maintaining a competitive edge. Without a robust client experience strategy, businesses risk losing customer loyalty, facing negative reviews, and struggling to adapt to evolving client expectations. By attending this session, entrepreneurs will gain actionable insights into crafting personalized experiences, leveraging technology for efficiency, and building lasting relationships with clients. In a world where a single negative review can deter potential customers, understanding and implementing stellar client experience strategies is not just beneficial—it's essential for survival and long-term
growth.
Your client experience could be your greatest asset—or your biggest liability.
- Fear: What if your business is losing customers not because of pricing or quality, but because of a poor client experience?
- Uncertainty: Do you truly know what your customers think about your business, and how their perception affects your bottom line?
- Doubt: Can you confidently say that your client experience strategy is strong enough to ensure customer retention, regulatory compliance, and long-term profitability?
With increasing competition, evolving consumer expectations, and rising compliance demands, entrepreneurs cannot afford to ignore the power of client experience. Join this session to learn how to transform your venture with proven CX strategies that drive business success and regulatory trust.
Topic Background
In today’s highly competitive business environment, client experience (CX) is a major differentiator between thriving and struggling entrepreneurial ventures. While product quality and pricing remain important, the way businesses engage with clients, especially in sectors that require trust and compliance, such as finance, consulting, and technology,
can make or break long-term success.
This lesson explores the strategic role of client experience in driving customer loyalty, regulatory compliance, and business growth. Entrepreneurs who understand and apply stellar client experience strategies reduce risk, build credibility, and ensure sustainable revenue streams while fostering a culture of professionalism and trust.
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$160.00
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