Nov 29, 2024
Personalisation and humanisation have emerged as the two fundamental pillars that underpin a successful customer experience (CX) strategy. By Olatayo L-Ajai, regional manager for West Africa at Infobip As retailers strive to create memorable and engaging experiences...
Nov 19, 2024
For millions of South Africans, there are few things more frustrating than dealing with a government department or state-owned enterprise (SOE). By Ryan Falkenberg, CEO of Clevva Whether it’s asking when you can expect your UIF payment, querying your electricity bill,...
Nov 7, 2024
The customer service landscape is transforming, with businesses shifting from merely solving problems to delivering proactive, personalised customer experiences. This shift is driven by the personalisation revolution, where tailoring interactions to meet individual...
Oct 28, 2024
Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world. By Liezel Jonkheid, director and founder of the Consumer Psychology Lab Labelled a ‘soft skill’, it’s a complex trait to develop that requires...
Oct 23, 2024
Trying to improve customer engagement and modernise processes using mobile apps is not always the right way to go – in fact, it might be argued that apps are the ‘lazy way’ to digitise business. This is according to Zahed Rassool, technical director at My Glass, a...
Oct 11, 2024
Simplifying customer interactions can lead to happier, more loyal customers, writes Kelvin Brown, customer operations executive at, Telviva. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is...
