Apr 30, 2025
For years, companies have invested heavily in traditional customer experience (CX), believing that seamless interactions, intuitive digital journeys, and personalised service would lead to loyalty. By Dheeraj Gowrie, executive: assurance at Frogfoot Networks...
Apr 9, 2025
My family and I regularly visit a restaurant where we are served by the same waiter. After a few visits, he noticed that two of us are left-handed and started putting our coffee cups down so that the handles are easily accessible for us. Warren Hawkins, MD of Euphoria...
Apr 7, 2025
On a scale from creepy to cool, personalisation – and its newer offspring, hyper-personalisation – might just be heading in the right direction, writes Andrew Solomon, client strategy director of Achievement Awards Group. Compared with five years ago, it’s...
Apr 7, 2025
Customer engagement is the foundation on which any successful loyalty program is built. As businesses compete for people’s attention, gamification is quickly becoming a more creative and innovative way of developing dynamic and rewarding loyalty experiences. By Len...
Mar 28, 2025
The retail sector continues to navigate tremendous change, with high consumer expectations, constant margin pressure and the need for operational efficiency. In this challenging environment, retailers are increasingly turning to strategic outsourcing partnerships to...
Mar 18, 2025
Would you ever tell a friend you had a “4/5” experience with a company? Of course not. That’s just not how we talk or communicate. Yet, brands and companies continuously rely on these arbitrary ratings to assess customer experience. By Liezel Jonkheid,...
