Mar 3, 2022
Earning a customer’s loyalty is critical to business success. It is often far easier (and more cost-effective) to retain existing customers than it is to find new ones, but how exactly do you keep them coming back for more? By James Bayhack , director:...
Feb 18, 2022
With Covid-19 the need for businesses to sort out their digital offerings has gone from an ‘in progress’ to ‘it has to happen now’. And by next year, it will be ‘why haven’t you automated yet?’. By Dave Williams, chief...
Feb 14, 2022
It’s no secret that customer experience (CX) is a major point of differentiation between organisations. By Prashanth Krishnaswami, head of CX market strategy and thought leadership at Zoho “One in three consumers (32%) say they will walk away from a brand...
Feb 3, 2022
CRM has evolved immensely from being a customer register to a dynamic customer experience management system. It is no longer just a sales tool, it’s a pillar of the customer experience (CX) and an ecosystem that comprises the entire customer lifecycle. By Nick...
Feb 2, 2022
The National Social Security Fund (NSSF) of Uganda has transformed its customer experience with powerful self-service capabilities by introducing an AI-powered digital customer assistant named ‘Sanyu’ based on Avaya technology. Sanyu, an advanced chatbot that now...
Feb 1, 2022
The drive to deliver excellent customer experiences consistently across multiple channels was a massive trend in 2021. This is going to continue this year. By Ryan Falkenberg, CEO of CLEVVA Solutions Covid has forced people to use digital and self-service channels....
