Reimagining the customer experience

Even though the value proposition behind insurance has not fundamentally changed over hundreds of years, advancements in technology and the rapid digital transformation brought about by the Covid-19 pandemic have contributed to an increasingly sophisticated customer...

Direct selling industry shows resilience

Latest figures released by the Direct Selling Association (DSA) of South Africa reflect that the country’s direct sellers, who are entrepreneurs in their own right, have collectively earned R2,1-billion during the year, 2020. This but must be seen against the...

Effective customer experience begins with operations optimisation

Many leading brands find that the operational transformation journey is more challenging, costly, and resource-demanding than expected. Haydn Townsend, MD of Accenture Interactive in Africa Organisations must unify their people, processes, and technology around the...

Is chat commerce the future of customer engagement?

Simply defined, chat commerce enables consumers to make purchases, engage a service or get support, via their mobile phones, using the chat app of their choice. The global pandemic and the need for business to digitise even faster than anticipated has seen consumers...