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Developing a unified voice and view of the customer

Consumer data is priceless, especially in today's rapidly changing business landscape...

Kelvin JonckBy Kelvin Jonck 3 days ago

Gathering customer data effectively to create great customer experiences
Gathering customer data effectively to create great customer experiences

Customer privacy is a term that we are all too familiar with, as regulations such as PoPIA and GDPR have come into effect to protect customer data...

Paula SartiniBy Paula Sartini 25 Nov 2021

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The post-Covid world of sales has changed, have you?

The world has changed drastically in the last two years, and understanding the sales landscape represents a huge challenge...

Dylan BowenBy Dylan Bowen 12 Nov 2021

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Empowering social media agents to deliver great customer service

As access to the internet continues to broaden, South Africans are increasingly turning to social media channels with queries...

Keegan WeberBy Keegan Weber 2 Nov 2021

Digital first-impressions matter
Digital first-impressions matter

In today's world, chances are that the first time a customer comes across your business, it won't be through an advert or a shopfront, but online...

Brent HaumannBy Brent Haumann 8 Oct 2021

Effective CX begins with optimisation of operations
Effective CX begins with optimisation of operations

Many leading brands find that the operational transformation journey is more challenging, costly, and resource-demanding than expected...

Haydn TownsendBy Haydn Townsend 28 Sep 2021

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Net promoter score vs. Net sentiment

Customer centricity is more than just a marketing buzz term...

Melanie MalherbeBy Melanie Malherbe 14 Sep 2021

Ayla Solomon, marketing lead at Mobiz
#BehindtheMask: Ayla Solomon, marketing lead at Mobiz

This week, we spoke with Ayla Solomon, marketing lead at Mobiz...

Evan-Lee CourieBy Evan-Lee Courie 8 Sep 2021

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B2B success lies in solving customers' problems

Many conversations in the B2B space over the last six months - across industries, verticals and categories - have been about how they can position what they do...

Warren MossBy Warren Moss 7 Sep 2021

How intelligent communications orchestration drives engagement, adoption, and experience
How intelligent communications orchestration drives engagement, adoption, and experience

When it comes to orchestrating communication to drive engagement, an omnichannel engagement hub can be crucial...

Brent HaumannBy Brent Haumann 6 Sep 2021

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What are the core requirements for building an omnichannel customer experience?

If asked, many organisations will tell you that they offer an omnichannel customer experience. A good proportion of them, however, would be wrong...

Brent HaumannBy Brent Haumann 16 Aug 2021

Ryan Falkenberg, co-CEO at Clevva | Image Supplied.
Why companies struggle with digital self-service

Digital self-service should be a no-brainer for any company operating in today's business environment. It is, after all, what customers want...

Ryan FalkenbergBy Ryan Falkenberg 2 Aug 2021

What is an omnichannel customer engagement hub and why do I need it?
What is an omnichannel customer engagement hub and why do I need it?

By now, most organisations know how important it is to engage with their customers on the right channel at the right time with the right information....

Brent HaumannBy Brent Haumann 30 Jul 2021

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Sidestep the embolism, deliver true customer service

Despite companies investing in technology to make customer service an easier experience, there is still a gap between the company in question and good service...

Wynand SmitBy Wynand Smit 15 Jul 2021

To build resilient customer relationships post-pandemic, invest in experience
To build resilient customer relationships post-pandemic, invest in experience

In a post-pandemic world, every company must pivot to a digital-first customer engagement model to survive...

Robin FisherBy Robin Fisher 15 Jul 2021

How payment solutions are revolutionising WhatsApp and enhancing CX
How payment solutions are revolutionising WhatsApp and enhancing CX

The modern customer expects the process of engaging with a brand to be simple and easy...

Shaun van RooyenBy Shaun van Rooyen 14 Jul 2021

Your customers don't want to talk to a human, help them help themselves
Your customers don't want to talk to a human, help them help themselves

Counter to the tired comedy tropes about customers wishing they could "just speak to an actual human being", most people would actually rather solve queries and problems themselves...

Ryan FalkenbergBy Ryan Falkenberg 9 Jul 2021

Hyper-personalisation in retail. Are we there yet?
Hyper-personalisation in retail. Are we there yet?

Imagine walking into your favourite fashion store, and instead of finding racks of clothing filled with items you have no interest in, the items that appeal to you are on display in front of you. Curated just for you...

Rob NobleBy Rob Noble 9 Jul 2021

6 technologies that should be part of a future CCM strategy
6 technologies that should be part of a future CCM strategy

Customer expectations are evolving faster today than ever before and that's hardly surprising. In an always-on world where people have devices with them all the time, they're exposed to great digital experiences on a daily basis...

Brent HaumannBy Brent Haumann 24 May 2021

#Exclusive: Industry heavyweights launch Wonder, SA's newest CX agency
#Exclusive: Industry heavyweights launch Wonder, SA's newest CX agency

South Africa's marketing landscape has an innovative new player... Introducing Wonder, a new customer experience agency born in the 'new normal'...

Evan-Lee CourieBy Evan-Lee Courie 19 May 2021

#Newsmaker: Dan Herman, Joe Public United's new chief digital officer
#Newsmaker: Dan Herman, Joe Public United's new chief digital officer

Dan Herman has been appointed as chief digital officer at Joe Public United...

Jessica TennantBy Jessica Tennant 17 May 2021

Optimising customer experience: it all starts with the data
Optimising customer experience: it all starts with the data

Optimising customer experience by leveraging emerging and new technology results in a host of positive spin-offs for businesses but it must be approached in a methodical and strategic manner...

Wynand SmitBy Wynand Smit 29 Apr 2021

Credit: Getty
3 ways to reinvent retail customer engagement in a post-Covid world

As the Covid-19 pandemic has accelerated the shift to shopping online, retailers have had to re-imagine how they do business in a new digital world...

Robbie KearnsBy Robbie Kearns 28 Apr 2021

Welcome to extended reality or XR
Welcome to extended reality or XR

Just as brands are coming to terms with the various realities that is AR , VR and MR, extended reality or XR has joined the mix to keep us on our toes by ensuring brand offerings are optimised even further...

Shaune JordaanBy Shaune Jordaan 26 Apr 2021

Operational efficiency is a 'no go' to great customer experience
Operational efficiency is a 'no go' to great customer experience

Most organisations today understand the importance of customer experience (CX). In fact, research from Gartner shows that 75% of organisations are now able to show that customer satisfaction leads to revenue growth...

Brent HaumannBy Brent Haumann 31 Mar 2021

Customers are wanting personalised experiences from winning brands
Customers are wanting personalised experiences from winning brands

Today, experience is king and 80% of customers say they are more likely to do business with a company if it offers personalised experiences...

Haydn TownsendBy Haydn Townsend 24 Mar 2021

When it comes to customer communication, engagement is everything
When it comes to customer communication, engagement is everything

Brent Haumann, managing director at Striata Africa, believes that while most organisational leaders realise how important customer experience is, many still struggle measuring it...

Brent HaumannBy Brent Haumann 18 Mar 2021

#EcommerceDay2021: Are retailers scoring an own goal in online shopping?
#EcommerceDay2021: Are retailers scoring an own goal in online shopping?

According to Amanda Reekie, we need to ask what can be done to make online a bigger part of the retail mix, not least because there are still a number of faux pas that brands are making...

Amanda ReekieBy Amanda Reekie, Issued by imagineNATION Alliance 9 Mar 2021

Tackling the Business of Experience in times of uncertainty
Tackling the Business of Experience in times of uncertainty

Haydn Townsend, managing director for Accenture Interactive in Africa, shares some insight into the Business of Experience (BX)...

Evan-Lee CourieBy Evan-Lee Courie 1 Mar 2021

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