Contributor articles CRM, CX, UX South Africa

The science of service recovery: Why resolving complaints boosts your bottom line

The science of service recovery: Why resolving complaints boosts your bottom line

Chantel Botha, BrandLove 20 Feb 2025

Andre Le Roux, head of strategy: TBWA\Coastal, talks about trends that drive culture to understand SA shopper (Image supplied)

#BizTrends2025: TBWA\Coastal's Andre Le Roux - Understanding the SA shopper

Andre Le Roux 4 Feb 2025

Can AI agents improve customer experience in tech support?

Can AI agents improve customer experience in tech support?

Ryan Falkenberg 30 Jan 2025

Source: © 123rf Estelle van Tonder, professor of marketing at the University of South Africa, says that while self-service options can further augment the customer experience, in practice, things can (and often will) go wrong in the self-service delivery process

4 ways to ensure positive customer experiences in spite of self-service failures

Dr Estelle van Tonder 15 Jan 2025

President and CEO of Scopen, Cesar Vacchiano examines the trends shaping marketing in 2025 (Image supplied)

#BizTrends2025: Scopen's Cesar Vacchiano - The trends shaping marketing in 2025

Cesar Vacchiano 13 Jan 2025

Source: © 123rf Trust has never mattered in business more than it does today, yet price-based shopping is driving customer behaviour

3 ways to combat AI-generated fake content and build brand trust

Charlie Stewart 19 Aug 2024

5 dos and don’ts to secure customer loyalty

5 dos and don’ts to secure customer loyalty

Nick Durrant, Bluegrass Digital 12 Mar 2024

#BizTrends2024: Jacques Du Bruyn - Gamification in digital marketing

#BizTrends2024: Jacques Du Bruyn - Gamification in digital marketing

Jacques du Bruyn 11 Jan 2024

Source: © 123rf The evolution of intent-based marketing is developing advanced attribution models to cover the entire customer journey, says Grant Lapping, digital executive +OneX

Developing advanced attribution models for the entire customer journey - online to offline

Grant Lapping 7 Dec 2023

An open letter to Facebook from a very frustrated marketer

An open letter to Facebook from a very frustrated marketer

Sarah Britten 6 Nov 2023

The power of personalisation in 2023

The power of personalisation in 2023

Nick Durrant, Bluegrass Digital 17 Jul 2023

Source: © michaeljung -

Providing customer experience excellence using analytics and intuition

Yudhvir Seetharam 3 Jul 2023

Source: ©Anawat sudchanham -

5 reasons why superior customer service is critical to success

Nadia Coetzer 14 Apr 2023

Source © everythingpossible By using messaging platforms and chatbots, businesses can build stronger relationships, improve customer satisfaction and increase engagement

5 benefits of conversational marketing

Joseph Neusu 3 Feb 2023

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8 tools to create a winning customer experience strategy in 2023

Dori-Jo Bonner 23 Jan 2023

Image supplied: Zumi Njongwe, consumer communication and marketing excellence director at Nestlé

#BizTrends2023: Connecting better with consumers

Zumi Njongwe 13 Jan 2023

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