May 18, 2022
Companies are using artificial intelligence (AI) as a tool to generate value. This is hardly surprising given the rapid push to modernise systems and embrace digitalisation over the last two years. Organisations are therefore likely to increase their AI investments as...
May 17, 2022
One of the biggest challenges faced by organisations after they have invested large sums of money into business intelligence (BI) tools, is ensuring that key actionable insights end up in the hands of the people who need it to make important decisions. This is...
May 17, 2022
The internet offers everyone an equal platform. In this competitive environment, it’s challenging for retailers to differentiate. But there is also opportunity – new innovative players and disruptive business models are emerging and reshaping the market,...
Apr 25, 2022
Most customer facing businesses today have recognised the need to digitally transform and adopt customer engagement solutions that will enhance customer experiences well as market competitiveness, and Mobile Network Operators (MNOs) are no different in this sense. By...
Apr 22, 2022
Digital customer service channels have evolved rapidly over the past two years, prompted by work from home and lockdown requirements. Part of this evolution has been the much stronger emergence of WhatsApp as a customer service channel. Ryan Falkenberg, co-CEO of...
Apr 21, 2022
Most organisations are, by now, aware of the fact that customer experience (CX) is a crucial differentiator as much as price or product quality. By Andrew Bourne, regional manager: Africa at Zoho Corporation True to that perspective, 86% of customers who participated...
