Dec 1, 2025
Every small business owner wants happy, satisfied customers. By Liezel Jonkheid, director and founder of the Consumer Psychology Lab But are those customers coming back? Loyalty is not only the holy grail of a sustainable business, it’s also harder to achieve than...
Nov 28, 2025
Success in today’s financial services sector is built on delivering a perfect customer experience (CX) – and the modern customer demands seamless, instant, and personalised financial services, from an organisation that operates at peak efficiency and delivers robust...
Nov 19, 2025
The field of customer service is undergoing a profound transformation with the proliferation of communication channels, and as businesses increasingly adopt artificial intelligence (AI) and automation in an effort to provide immediate service. By Kate Shead, HR...
Oct 22, 2025
The other day, I was trying to resolve a simple billing issue with an online subscription service, writes Warren Hawkins, MD of Euphoria Telecom. You know the kind of thing, the charge on the invoice didn’t match what I’d been billed the previous month, even though...
Aug 29, 2025
It’s everywhere. Workflows, data entry, personalisation, forecasts, lead generation, analytics, and customer journeys. It has the ability, says Infosys, to automate and orchestrate tasks while delivering ‘timely moments of truth’. The AI Business Value Radar report...
Aug 22, 2025
AI is a powerful tool for customer experience solutions, and the results it can achieve relatively quickly are worth serious attention from any business interested in staying competitive. By Bruce von Maltitz, CEO of 1Stream The flipside to this is that the incredible...
