Oct 4, 2021
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...
Sep 22, 2021
Customer relationship management (CRM) is a massive industry. In fact, it’s the biggest software market in the world that continues to see steady growth. By Hyther Nizam, president: MEA at Zoho The global market is set to be worth $94,4-billion by 2027, up from...
Sep 21, 2021
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...
Sep 15, 2021
Most well-run organisations today understand that they need to communicate with their customers on the channel they’re most comfortable with at any given time. By Brent Haumann, MD of Striata They also understand that the preferred channel might change and that...
Sep 14, 2021
For customer-centric service leaders in South Africa, key performance indicators (KPIs) play a key role in maintaining excellent customer service. By Richard Chambers, area vice-president: Africa and MED at Salesforce Redefined KPIs have become a fundamental part of a...
Sep 10, 2021
The way we communicate socially has changed, thanks to social media and mobile technology. For many, this has also translated to changes in the way we communicate professionally. By Sarthak Rohal, vice-president: IT services at AlphaCodes Digital has removed the...
