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Customer experience: The marriage of marketing and technology
Customer experience: The marriage of marketing and technology

Paula Sartini, founder and CEO of BrandQuantum, delves into the new role of marketing and IT in the era of Customer Experience...

By Paula Sartini 10 Dec 2018

Image credit: lightwise via .
Big banks don't cry - but new research shows maybe they should

Though the finance sector has upped the ante on digital innovation, it's still battling to create authentic emotional connections with consumers...

By James Wilson 3 Dec 2018

Safeguard your customer relationships this Black Friday
Safeguard your customer relationships this Black Friday

Black Friday is here to stay: as part of a retail festival that entices consumers in their millions to part with their cash, it's another way of increasing revenue just before the festive season officially kicks in...

By Wynand Smit 13 Nov 2018

#ShopperInsights2019: Moving to frictionless commerce
#ShopperInsights2019: Moving to frictionless commerce

Online retail is part of the much bigger picture of frictionless commerce where online is moving offline and offline to online. Driving this is time and convenience...

By Danette Breitenbach 12 Nov 2018

Social media mining: Critical to CX management in the digital age
Social media mining: Critical to CX management in the digital age

As markets become increasingly globalised, saturated and competitive in the digital age, great focus is being placed on the customer experience (CX)...

By Julian Thomas 8 Nov 2018

British Airways highlights need for GDPR compliance
British Airways highlights need for GDPR compliance

Earlier this year, Liberty Life became one of the first global firms to suffer a major breach under General Data Protection Regulation (GDPR)...

By Gary Allemann 7 Nov 2018

Standardbank team announced as the country’s most valuable brand at the inaugural BrandZ Top 30 Most Valuable South African Brands.
Local banks shine at inaugural BrandZ Top 30 Awards

Standard Bank was crowned the country's most valuable brand at the inaugural BrandZ Top 30 Most Valuable South African Brands when it launched at the Johannesburg Stock Exchange on Wednesday morning...

By Danette Breitenbach 1 Nov 2018

Jacques Oberholzer, co-founder of Now Boarding
#HeavyChef: How to design the ultimate mobile application

Heavy Chef recently invited Jacques Oberholzer, co-founder of international UI / UX design agency, Now Boarding, to unpack how one goes about creating the ultimate mobile application...

By Juanita Pienaar 31 Oct 2018

App permissions can be used to exploit your data
App permissions can be used to exploit your data

Every time an application is installed on a device, the user is asked to allow that app certain permissions...

By Simon Campbell-Young 26 Oct 2018

Retail and etail to work as a team not the opposition
Retail and etail to work as a team not the opposition

In South Africa, going to a mall is part of our culture - particularly in Johannesburg where there seems to be a mall on every street corner. Malls entertain visitors with restaurants and coffee shops...

By Julia Ahlfeldt 23 Oct 2018

BPM is dead, long live BPS
BPM is dead, long live BPS

Over the last few years, the Internet of Things (IoT) has started to permeate all markets...

By Richard Firth 18 Oct 2018

Individualisation: The powerful trend shaping retail customer experience
Individualisation: The powerful trend shaping retail customer experience

Rising inflation. Record petrol prices. A VAT increase. A technical recession. SA consumers are feeling the pinch...

By Ian Steyn 18 Oct 2018

#Newsmaker: "Measure, review, react" - Marilyn Nel
#Newsmaker: "Measure, review, react" - Marilyn Nel

Marilyn Nel joined BMi Research earlier this year as new research manager to lead the B2B market research department, responsible for building client relationships, guiding clients through research projects and overseeing the research process on all projects...

By Jessica Tennant 16 Oct 2018

Campaigns no longer cut it: Why we should stop creating things with a finite shelf life
Campaigns no longer cut it: Why we should stop creating things with a finite shelf life

When we seek to build long lasting, evergreen digital brand assets that are deeply useful to the customer, we create a scenario where your brand is actually useful to a customer, beyond just the products you sell...

By Devin Ross 15 Oct 2018

Overall winner of the 2018 Ask Afrika Orange Index is Woolworths Food. Image supplied.
2018 Ask Afrika Orange Index: Be human

The 17th Annual Orange Index Customer Service Awards saw Woolies Food take the top spot with Burger King and Woolies (Clothing) second and third were respectively...

By Danette Breitenbach 10 Oct 2018

E-commerce needs ERP
E-commerce needs ERP

E-commerce is growing rapidly and many will increase their online spend to get better deals, for its convenience and savings on shipping...

By Bernard Ford 9 Oct 2018

(c) racorn -
Recession-beating tips for customer retention

Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession. What should be of concern to companies is the burden of such a recession on consumers....

By Wynand Smit 5 Oct 2018

Does big data make us understand less?
Does big data make us understand less?

Isla Prentis says that big data was pegged as a trend at the beginning of this year, for the sixth year in row. Something's wrong with this picture...

By Isla Prentis 27 Sep 2018

How to stay afloat when fake online reviews could sink your business
How to stay afloat when fake online reviews could sink your business

Fake news is a pervasive epidemic. Insidious distortion of truth, fueled by hidden (or blatant) agendas is now accepted as a fact of life...

By Daniella Shapiro 27 Sep 2018

Chatbots are the future of customer communications
Chatbots are the future of customer communications

Two technologies that are set to have a particularly big impact on customer communication going forward are chatbots and machine learning...

By Brent Haumann 20 Sep 2018

6 top tips for effective customer engagement on mobile
6 top tips for effective customer engagement on mobile

Speaking at this year's annual PriceCheck Awards ceremony, CEO Kevin Tucker noted that the Tech and E-commerce Awards are more important than ever before...

By Lynette Hundermark 18 Sep 2018

Progressive companies should turn CX into a competitive advantage
Progressive companies should turn CX into a competitive advantage

Decision-makers need to understand that to use Customer Experience (CX) for competitive advantage, their customer-facing staff must be ready to switch hats on the fly and do so flawlessly...

By Chantel Troskie 17 Sep 2018

The new battleground of customer experience
The new battleground of customer experience

Wayne Hull highlights that for CEOs and CMOs alike, addressing customer experience will be the key imperative in 2018 - and not merely at the B2C level, but B2B and B2B2C too...

By Wayne Hull 7 Sep 2018

data/ © dolgachov via
African research dominated by mobile, social media

There is a demand for insight into African markets and much of the data collection is done via mobile, social media and CRM...

By Danette Breitenbach 6 Sep 2018

Customer service remains top of the list
Customer service remains top of the list

Customers choose brands that value them and understand their needs...

By Werner Theron 4 Sep 2018

5 ways CX is emotional rather than rational
5 ways CX is emotional rather than rational

Brendon Bairstow-Klopper suggests that it is more sensible to take a macro-level view by practising the peak-end rule. The peak-end rule says that customers remember their peak-experience with a brand, rather than specific interactions...

By Brendon Bairstow-Klopper 4 Sep 2018

What's in a (cross)word?
What's in a (cross)word?

Newspaper readers don't like change. Especially if that change means the loss of their beloved crossword...

By Werner Theron 22 Aug 2018

The path to sustainable growth is customer acquisition (Part 2)
The path to sustainable growth is customer acquisition (Part 2)

This is a continuation of Tyron Sharnock's article on customer loyalty and how it has long been regarded as a critical component to building a brand with traditional models focusing on loyalty metrics such as customer retention and repurchase...

By Tyron Sharnock 21 Aug 2018

Are you ready to reach your future customer?
Are you ready to reach your future customer?

Is there any value in comforting your customers today with nostalgia from yesterday when their choices are naturally evolving at the rapid pace of a vastly shifting world around them?

By Gareth Grant 17 Aug 2018

Grid takes branding to new heights
Grid takes branding to new heights

As part of Absa's recent rebrand, I interviewed Grid Worldwide's chief experience officer Yatish Narsi to find out how they came up with the idea to conduct a drone show to showcase the vision for the brand, South Africa and the African continent as a whole...

By Jessica Tennant 15 Aug 2018

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