Jul 28, 2025
Customer loyalty is a figurative holy grail of business. Why? Long-term customers have a higher lifetime value to companies, while acquiring a new customer can be between five and 25 times more expensive than retaining an existing one. By Riaz Galant, commercial...
Jul 17, 2025
There is no shortage of interest and discussion around artificial intelligence (AI), language modelling and other exciting new technologies in the context of business communications. However, the best way to see these technologies is that they are tools to achieve an...
Jul 1, 2025
Despite the digital revolution, customers still crave something profoundly human: empathy, understanding and connection. As AI becomes more embedded in customer service the challenge is not only technological – it’s emotional. Anne-Marie Pretorius, MD of Bizmod,...
Jun 11, 2025
Modern consumers are no longer satisfied with being “delighted” by good service, rather they expect instant results, full transparency, and absolute flexibility – all on their terms. And, if they don’t get what they want, they switch brands without hesitation,...
Jun 3, 2025
The telecommunications sector in Africa is evolving from a network-centric to a customer-centric business model, where deeply understanding the individual behaviour of subscribers is becoming a competitive differentiator. Craig Palmer, CEO of VAS-X In Africa,...
Apr 30, 2025
For years, companies have invested heavily in traditional customer experience (CX), believing that seamless interactions, intuitive digital journeys, and personalised service would lead to loyalty. By Dheeraj Gowrie, executive: assurance at Frogfoot Networks...
