Feb 7, 2020
Irrespective of industry sector, 81% of customers want to take matters into their own hands and solve queries before reaching out to a contact centre agent. By Wynand Smit, CEO of Inovo In fact, 67% of people prefer self-service over speaking to a company...
Jan 22, 2020
With more and more of our world becoming digitally dominated, always-on and always connected, consumers literally have a world of choice when it comes to obtaining the products and services they need. By Andrew Hoseck, chief operating officer at In2IT Technologies...
Jan 21, 2020
With more and more of our world becoming digitally dominated, always-on and always connected, consumers literally have a world of choice when it comes to obtaining the products and services they need. By Andrew Hoseck, chief operating officer at In2IT Technologies...
Dec 17, 2019
The decline in international visitors has caused unease in the tourism sector. The factors attributed to this decrease are many, but tourism service providers need to look inwards if we are to grow and recover ‘Brand SA,’ according to Brendon Bairstow-Klopper,...
Dec 17, 2019
As business heads into 2020, the way customer experience is managed will irrevocably change. By Paul McIntyre, CX executive at Elingo Ushering in this new era will be technologies like artificial intelligence (AI) and machine learning (ML) which have already impacted...
Nov 26, 2019
While Black Friday may be a highlight for consumers, it is also a day many retailers dread. They not only need to prepare for record sales and increased demand, but also need to focus on keeping customers happy, which is no easy feat, says Merchants South...
