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...
May 14, 2026
As markets remain competitive and customers grow less tolerant of friction, 2025 marked a clear shift in how organisations think about customer experience (CX) – particularly in business-to-business environments. According to Grant Phillips, Group CEO of e4, customer...
May 11, 2026
South African customers now expect problems to be solved before they even complain – on WhatsApp, in‑app, or over the phone – often in minutes, not days. Yet many businesses are still struggling to meet these expectations. By Lauren Potgieter, country manager at...
Apr 29, 2026
According to PwC’s 2025 Customer Experience Survey, more than half (52%) of consumers have abandoned a brand due to a bad experience with its products or services, and nearly a third (29%) have done so because of poor customer experience, either online or in-person....
