Customer privacy and data security key for loyalty programmes

Even though loyalty programmes have become increasingly popular, research shows that loyalty fraud now accounts for 31% of all fraud attempts against online merchants globally. By Len Lubbe CEO of LoyaltyPlus Given how companies collect and store vast amounts of...
Key trends driving loyalty program design in 2025

Key trends driving loyalty program design in 2025

As businesses strive to foster stronger connections with their customers, 2025 will see key shifts in how loyalty programs are designed and executed. The focus is increasingly on personalisation, engagement, and delivering meaningful and tangible value. Gordon Wilson,...

What role can AI agents play in technical support?

Very few businesses operating today don’t have a customer-facing piece of technology. Whether that’s an actual product, an app, or even just e-commerce and customer service functionality on their website, all have become crucial to surviving and thriving in today’s...
Steering through the logistics of change

Steering through the logistics of change

Rapidly evolving customer expectations are putting the logistics and transport sector under pressure to enhance customer engagement by focusing on providing real-time updates and rapid responses across multiple channels. By Pia Knežević, squad lead for mid-market at...

Self-learning CX solutions the smart way to stay ahead of the game

South African customers are no longer happy with just a friendly greeting and a broad smile from across the counter. By Angelique Miller, business solutions catalyst at PerfectWorx Consumer expectations continue to grow across all industries. To illustrate, global...

Fundamentals of positive customer experience in 2025

By getting certain fundamentals right, companies can deliver a great customer experience (CX) no matter what industry or region they operate in. Wayne Haw, regional director for CX customer success: Middle East and Africa at SAP, unpacks what it means to deliver a...