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...
Sep 19, 2024
The concept of customer experience (CX) has shifted from customer-centricity to customer obsession, making it much more comprehensive and immersive than ever before. Where customer-centricity sets its sights on understanding and meeting customer needs, customer...
Sep 18, 2024
Organisations across industries and sectors have prioritised and are fast-tracking digital transformation all through the African continent by leveraging emerging technologies to not only ensure continuity and resiliency, but to also encourage innovation and growth....
Sep 17, 2024
As businesses adapt to a rapidly evolving digital landscape, customer communication is being reshaped by new technologies and consumer behaviours. By Xander Barnard, MD of The Messenger Network WhatsApp Business API, in particular, is emerging as a powerful tool for...
