Nov 2, 2026
Customer self-service is not a new phenomenon; it’s just much easier than in years gone by. By Kelvin Brown, customer operations executive at Telviva Yet, despite this, everyone reading this will relate to being “trapped” in a seemingly never-ending loop in contact...
Oct 26, 2026
For businesses looking to build loyalty among their customers, success ultimately doesn’t hinge on marketing or advertising campaigns or on automation, AI bots and customer experience (CX) platforms, but on the quality of engagement provided by their customer service...
Oct 20, 2026
Customer expectations have changed. Customers no longer rate a brand by one interaction or channel. They judge it by the overall experience. Whether they engage through WhatsApp, email, voice, SMS or even an app, they expect every interaction to be connected and easy....
Oct 11, 2026
When a customer can’t tell whether they’re talking to AI or a human, does it matter? The answer may surprise you: what matters most is not who — or what — is on the other end, but whether the interaction feels understood. By Julian Dawkins, principal...
Sep 22, 2026
Across South Africa, a new generation of business leaders is reshaping what transformation looks like by placing customer experience (CX) at the centre of organisational strategy. By Lauren Potgieter, country manager at Infobip South Africa This shift reflects a...
Sep 22, 2026
Every business in South Africa will understand just how competitive the enterprise landscape has become. By Martie de Beer, chief revenue officer at Telviva It’s a story about more than just technology advancements for businesses. It is a story underpinned by...
