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Liezel Jonkheid is director and founder of the Consumer Psychology Lab. Source: Supplied.

The hidden pitfalls of relying solely on NPS and CSAT scores

Liezel Jonkheid 12 Mar 2025

Google’s 2025 Hustle Academy applications now open

Google’s 2025 Hustle Academy applications now open

12 Mar 2025

Accelerating action against gender bias in AI

Accelerating action against gender bias in AI

Henda Scott, Helm 12 Mar 2025

Why brands should stop hiding from their customers

Why brands should stop hiding from their customers

BrandLove 6 Mar 2025

YOUKNOW Technologies adds HubSpot CRM to its premium technology stack

YOUKNOW Technologies adds HubSpot CRM to its premium technology stack

YOUKNOW Technologies 4 Mar 2025

Marcel Swain joins dentsu X to redefine brand engagement in South Africa

Dentsu 3 Mar 2025

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

Dentsu X: Shaping the future of experiences

Dentsu X: Shaping the future of experiences

Dentsu 19 Feb 2025

SA company uses AI to break the language barrier

SA company uses AI to break the language barrier

Helm 13 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

Why 2025 will redefine loyalty programmes with personalisation at the core

Why 2025 will redefine loyalty programmes with personalisation at the core

Gordon Wilson 31 Jan 2025

Can AI agents improve customer experience in tech support?

Can AI agents improve customer experience in tech support?

Ryan Falkenberg 30 Jan 2025

From speed to smiles: Redefining CX in telecoms

From speed to smiles: Redefining CX in telecoms

Ask Afrika 23 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

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