Contributor articles CRM South Africa

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

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

Ryan Falkenberg 18 Oct 2024

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

Enhancing call centre hyper-personalisation with virtual agents

Enhancing call centre hyper-personalisation with virtual agents

Ryan Falkenberg 8 Aug 2024

Can AI help change how businesses view customer service emails?

Can AI help change how businesses view customer service emails?

Ryan Falkenberg 8 Jul 2024

A clever way to improve service delivery

A clever way to improve service delivery

Ryan Falkenberg 24 May 2024

Widespread adoption of AI is shaping next-gen customer service

Widespread adoption of AI is shaping next-gen customer service

Linda Saunders 26 Apr 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: Navigating the evolving retailing landscape in SSA

#BizTrends2024: Navigating the evolving retailing landscape in SSA

Christele Chokossa 6 Feb 2024

#BizTrends2024: Kirsty Bisset - 6 trends, besides AI, likely to shape marketing in 2024

#BizTrends2024: Kirsty Bisset - 6 trends, besides AI, likely to shape marketing in 2024

Kirsty Bisset 22 Jan 2024

Talking to chatbots sucks, but it doesn’t have to

Talking to chatbots sucks, but it doesn’t have to

Ryan Falkenberg 17 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

3 things virtual agents can tell you about your business

3 things virtual agents can tell you about your business

Ryan Falkenberg 2 Nov 2023

Is your business taking the wrong approach to urgent customer conversations?

Is your business taking the wrong approach to urgent customer conversations?

Ryan Falkenberg 20 Oct 2023

Source: © michaeljung -

Providing customer experience excellence using analytics and intuition

Yudhvir Seetharam 3 Jul 2023

Image source: Ketut Subiyanto from

8 tips for successful retail training

Michael Hanly 26 Jun 2023

Image source: Blake Wisz from

Trends in retail training and how this impacts talent retention

Michael Hanly 20 Jun 2023

SA retailers and consumers count the costs of a collapsing state

SA retailers and consumers count the costs of a collapsing state

Lauren Hartzenberg 1 Jun 2023

Vincent Viviers, omnichannel retail executive at Pick n Pay, at Ecom Africa. Source: Lauren Hartzenberg

#EcomAfrica: 5 need-to-know trends shaping the future of e-commerce

Lauren Hartzenberg 21 Apr 2023

Source: ©Anawat sudchanham -

5 reasons why superior customer service is critical to success

Nadia Coetzer 14 Apr 2023

OneDayOnly's Laurian Venter on maintaining e-commerce momentum post-pandemic

OneDayOnly's Laurian Venter on maintaining e-commerce momentum post-pandemic

Lauren Hartzenberg 20 Mar 2023

Nurturing the growth of e-commerce in South Africa

Nurturing the growth of e-commerce in South Africa

Lauren Hartzenberg 2 Mar 2023

David Meintjes, CEO at Telviva. Source: Supplied

E-tail and CX: Meet customers where they are, the way they want

David Meintjes 16 Feb 2023

#BizTrends: 6 global retail trends making their mark in FMCG

#BizTrends: 6 global retail trends making their mark in FMCG

Lauren Hartzenberg 10 Feb 2023

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

#BizTrends2023: Connecting better with consumers

Zumi Njongwe 13 Jan 2023

#BizTrends2023: Retail's future is the 'Theatre of Dreams'

#BizTrends2023: Retail's future is the 'Theatre of Dreams'

Jonathan Cherry 10 Jan 2023

#BizTrends2023: Top beauty and healthcare trends to watch in 2023 and beyond

#BizTrends2023: Top beauty and healthcare trends to watch in 2023 and beyond

Bertina Engelbrecht 9 Jan 2023

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