May 17, 2021
Traditional insurers have never faced as much competition for their customers’ attention as they do now. A whole litany of tech-centric startups are coming for their lunch and they’re doing so by making life much simpler for customers. By Ross Sibbald,...
May 10, 2021
Optimising customer experience (CX) by leveraging emerging and new technology results in a host of positive spin-offs for businesses but it must be approached in a methodical and strategic manner. Every intervention or technology application relies on how a business...
Apr 21, 2021
In today’s customer-driven world, the role of the customer service and support team is more critical than ever. By Ndagi Job Goshi, GM of Liferay Africa Businesses need to shift their mindset to view their customer service and support not as an expense but...
Apr 9, 2021
In today’s increasingly digital world, data-driven customer analytics have become the heartbeat of modern businesses. By James Bayhack, sub-Saharan Africa director at CM.com More customers are engaging with businesses through digital channels and continued...
Apr 8, 2021
Even though modern technology is introducing new capabilities for organisations looking to adapt to evolving customer needs, the human element should never be forgotten. By Nick Bell, Group CEO of Decision Inc Whether it is a business-to-business or...
Apr 8, 2021
Most organisations today understand the importance of customer experience (CX). In fact, research from Gartner shows that 75% of organisations are now able to show that customer satisfaction leads to revenue growth through increased customer retention or lifetime...
