Jul 23, 2026
Automation promised efficiency, its delivered distance, writes Reshma Lutchman, head of sales at Euphoria Telecom. Name an industry and we’ll show you clients swimming in prepopulated emails, endless, unhelpful chatbot loops, and AI-generated follow-ups that feel like...
Jul 22, 2026
Artificial intelligence (AI) is transforming customer service at unprecedented speed. Businesses are deploying chatbots, automated workflows and AI-powered support platforms in pursuit of greater efficiency, lower costs and faster response times. By Thato Moloto,...
Jun 26, 2026
A phone call regarding an overdue account is generally one of the most dreaded conversations a consumer can have. Even when a missed payment is merely an oversight, the interaction feels deeply personal and embarrassing. Yet, as South Africa grapples with an...
Jun 25, 2026
We live in an era of personalisation, where businesses seek to provide the best possible customer experience (CX) precisely because consumers have more options than ever before. Yet, many businesses are suffering from operational amnesia without even knowing it,...
Jun 9, 2026
Businesses are no longer asking whether AI, chat, and conversational commerce will shape customer engagement. They are asking where to start. There is a lot of excitement around agentic AI, and understandably so, writes Richard Eberlein, Weaver executive for growth...
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...
