Thank you for the opportunity to present at CEW Johannesburg. I was also enriched by the presentations I listened to, which definitely added value. The strongest theme for me, and a definite value added take away, is that the transactional service excellence/service quality that we have been striving after for years, are now a “given”. The customer of the future is here today and is demanding far more than basic transactions – they want a relationship and they want their service providers to be adding something to their lives. All powered by the steroids of social media and connectivity.