AFRICAN SPEAKER BUREAU | CURATED FOR BCX
From the Investment Case to the People Who Make It Work
Mpho Matsitse examines the business decision and the value it must deliver. Speak So You Are Heard then brings people together around one shared business challenge, with each participant developing and presenting a recommendation.
BCX has shown what happens when technology and the people doing the work change together. In its service-desk transformation, 27 former agents became automation developers while generative AI took on 90% of email-based service requests. That is a more useful starting point for customers than another conversation about what AI might do. We propose a BCX executive-client conversation led by Mpho Matsitse. He examines the decision behind a technology investment, the business value it is expected to deliver, and what the organisation must change to realise that value. Mpho has built board-level investment cases, led value-engineering work and carried commercial responsibility for BCX's Financial Services and Insurance business. The conversation need not end when the keynote does. Where BCX or a participating client wants to work on a specific challenge, Speak So You Are Heard takes that same challenge into separately facilitated cohorts. Every participant develops a recommendation, learns to present it under challenge and delivers an individual decision talk. With two cohorts of twelve, leadership can hear up to 24 perspectives; with four, up to 48. The organisation can then assess which ideas merit further work. The executive-client forum stands on its own. The cohorts add a second stage when an organisation wants to hear from the people who will help make the decision work.
About this collection
BCX has already seen what its people contribute to technology change. In BCX's service-desk transformation, 27 former agents became automation developers, building systems that now handle 90% of email-based service requests. This gives BCX a credible example of technology, operational knowledge and measurable change working together. Mpho Matsitse brings a further perspective to BCX's customers: what value did the investment case promise, who has to change the way the work is done, and how will the organisation recognise a worthwhile result? His proposed executive-client session makes those questions practical through a realistic investment scenario. Speak So You Are Heard extends the work beyond the executive audience. A sponsoring organisation selects one real business challenge. Participants across its cohorts investigate that same question, develop their own recommendations and practise defending them in clear decision presentations. Leadership receives a range of informed perspectives from people closer to the work. It decides which ideas deserve action. That is the combination we propose for BCX: an executive conversation worth hosting, followed, where useful, by a structured way to hear the thinking of the people responsible for delivery. Source: [BCX's account of its service-desk transformation](https://www.bcx.co.za/insights/elevating-customer-experience-with-truly-south-african-service/).
Explore this curated collection and contact African Speakers Bureau for speaker recommendations and availability.