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...
Sep 14, 2026
The conversation around customer experience (CX) has changed. What was once largely about making interactions easier or resolving problems quickly is increasingly about what those interactions enable customers, and the business, to do. By Richard Eberlein, executive...
Sep 14, 2026
The telecommunications industry is renowned for being slow and transactional, where larger players set the terms in a cold, utility-driven relationship. By Graeme Thomson, chief operating officer at Backspace Technologies However, as organisations of all sizes will...
