Nov 25, 2019
The use of artificial intelligence (AI) and machine learning is on the rise but it’s important to know which reputation management processes should and shouldn’t be automated. AI, using natural language processing (NLP) models, allows computers to...
Nov 6, 2019
As regional mobile subscribers increasingly come to expect near real-time, personalised products, services and customer support, telecom operators will require a transformative digital business support system (BSS) that enables them to control the full breadth of...
Nov 1, 2019
Research shows the majority of businesses are only ‘okay’ in the eyes of their customers, so how do they bridge this expectations gap? By Lee Naik, TransUnion Africa CEO Think you’re a customer experience superhero? Think again. Not only are most...
Oct 22, 2019
South African brands making the move to new forms of advertising must insist on independent location data verification, according to Moblicks. “The local digital advertising space is awash with numbers since the advent of new social media and mobile marketing...
Oct 4, 2019
South African insurers are increasingly using so-called 4IR technology, like data analytics, to better assess risk, optimise leads and even process claims. But the real opportunity of big data today lies in using research and insights to smooth customer pain points...
Sep 23, 2019
Businesses turning to digital channels to improve customer satisfaction levels are faced with a double-edged sword that could hurt as much as help their efforts, writes Nathalie Schooling, CEO of customer experience specialist nlighten. Brands are mistaken if they...
