Mar 19, 2026
When efficiency outweighs empathy, customer experience suffers, writes Nic Laschinger, technology director of Euphoria Telecom. 2026 may be remembered as the year the customer experience experiment went too far. Not because technology failed us, but because we failed...
Jan 22, 2026
In an age where true attention has become one of the scarcest commodities in customer engagement, the decades-old SMS channel continues to command exceptionally high open rates and high perceived importance. It’s largely thanks to tight regulations and industry...
Jan 21, 2026
Customers know what they want and deserve from their experiences when interacting with organisations. They are also the first to know when the bar is raised in CX. By Bruce von Maltitz, CEO of 1Stream The CX trends that will shape the industry in 2026 are also the...
Dec 24, 2025
Born out of the need to match talent with growing job opportunities, impact sourcing has become a gamechanger for socio-economic development across Africa. By Lizelle Strydom, MD of CareerBox Africa Originally coined by the Rockefeller Foundation, the term “impact...
Dec 22, 2025
Rather than simply chase shiny new features, companies that provide CX solutions should turn to customer feedback to drive roadmaps, enhance human-machine collaboration, and simplify governance in the age of AI and increased privacy regulation. By Antony Russell,...
Dec 15, 2025
Leadership is often equated with authority and volume. By Leonie Stanley, operations director at Euphoria Telecom Early in my career, I thought being the loudest voice in the room created the greatest influence. Experience has taught me otherwise. Real impact comes...
