Jun 26, 2026
A phone call regarding an overdue account is generally one of the most dreaded conversations a consumer can have. Even when a missed payment is merely an oversight, the interaction feels deeply personal and embarrassing. Yet, as South Africa grapples with an...
Jun 25, 2026
We live in an era of personalisation, where businesses seek to provide the best possible customer experience (CX) precisely because consumers have more options than ever before. Yet, many businesses are suffering from operational amnesia without even knowing it,...
Jun 9, 2026
Businesses are no longer asking whether AI, chat, and conversational commerce will shape customer engagement. They are asking where to start. There is a lot of excitement around agentic AI, and understandably so, writes Richard Eberlein, Weaver executive for growth...
Jun 1, 2026
In the years since I founded the Consumer Psychology Lab, I have sat with hundreds of leadership teams who are genuinely frustrated. By Liezel Jonkheid, founder and director of Consumer Psychology Lab They have invested significantly in what they believe is ‘customer...
May 27, 2026
Spend enough time around CEOs and founders, and a pattern emerges. By Thuto Motsie, CEO of Thamani No matter the industry, whether professional services, property, manufacturing or retail, the same question surfaces, often framed differently: “How are we really...
May 14, 2026
Despite record investment in digital campaigns, many South African brands are still pushing irrelevant messages that drive opt‑outs instead of engagement. By Lauren Potgieter, country manager at Infobip The gap between what customers expect and what many brands...
