Aug 17, 2026
South African businesses have embraced digital transformation at an unprecedented pace. Artificial intelligence, automation, and new technology platforms are being introduced with the promise of faster service, greater efficiency, and happier customers. Yet many...
Aug 3, 2026
There is no question that customer expectations have changed. Today, people expect to open a bank account in minutes, secure insurance online, sign property documents digitally or register for services without ever visiting a branch. By Sameer Kumandan, MD of SW360...
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,...
