Jul 1, 2025
Despite the digital revolution, customers still crave something profoundly human: empathy, understanding and connection. As AI becomes more embedded in customer service the challenge is not only technological – it’s emotional. Anne-Marie Pretorius, MD of Bizmod,...
Jun 11, 2025
Modern consumers are no longer satisfied with being “delighted” by good service, rather they expect instant results, full transparency, and absolute flexibility – all on their terms. And, if they don’t get what they want, they switch brands without hesitation,...
Jun 3, 2025
The telecommunications sector in Africa is evolving from a network-centric to a customer-centric business model, where deeply understanding the individual behaviour of subscribers is becoming a competitive differentiator. Craig Palmer, CEO of VAS-X In Africa,...
Apr 30, 2025
For years, companies have invested heavily in traditional customer experience (CX), believing that seamless interactions, intuitive digital journeys, and personalised service would lead to loyalty. By Dheeraj Gowrie, executive: assurance at Frogfoot Networks...
Apr 9, 2025
My family and I regularly visit a restaurant where we are served by the same waiter. After a few visits, he noticed that two of us are left-handed and started putting our coffee cups down so that the handles are easily accessible for us. Warren Hawkins, MD of Euphoria...
Apr 7, 2025
On a scale from creepy to cool, personalisation – and its newer offspring, hyper-personalisation – might just be heading in the right direction, writes Andrew Solomon, client strategy director of Achievement Awards Group. Compared with five years ago, it’s...
