Dr Darlene Kalonji Mbukula

Dr Darlene Kalonji Mbukula

Title: Head of Client Experience

Company: Nedbank Insurance

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Get rid of old wine skins and embrace a collaborative approach


Purpose of this presentation will be to illustrate the importance of ensuring that Organisations get rid of old wine skins and embrace a collaborative approach that makes everybody involved and accountable to address the ongoing challenge of embedding a client experience culture. 

It will also demonstrate the power of closing the loop and how all this contributes to the road ahead.

Customer advocacy across the value chain

  • A move from the past
  • Cohesive integration of collaboration across the value chain
  • Pace of Customer feedback loop
  • The road ahead


Intimacy with the customer begins in-house. Purpose of this presentation will be to show the importance of including the employee experience as part of the value chain. How this creates intangible value, enables them to be the best advocates in the business and how this translates to a great client experience.

  • Employee experience as part of the value chain
  • Role of the employee in translating the customer experience EX=CX
  • The best advocates in town

About the speaker

Dr. Kalonji has extensive and diversified experience of more than 15 years in the banking and financial services industries. As a highly accomplished leader, she has extensive experience in leading national and multinational organizations at an executive level. 

Her commendable career boasts experience that spans across various functions such as management accounting, personnel management, operational and project management, marketing, sales and customer focused service delivery, where she contributed meaningfully to the achievement of company objectives and goals. Her last 7 years have been predominately in leading Client Experience teams and functions which ignited a whole new passion for Client Centricity.

She is an expert negotiator with the ability to compellingly manage all levels of stakeholders, both internal and external. Dr. Kalonji has outstanding knowledge of general management practices and multi- disciplines with comprehensive experience at executive and board level. She is able to strategically plan and successfully coordinate complex operations. She is an astute, results-oriented leader with a proven ability to solve problems through applying analytical and strategic thinking with operational leadership, reinforced by solid ethics, good industry knowledge and experience.

Darlene will be speaking at: