Jan 9, 2019
Effective service delivery should go beyond customer expectations. Increasingly, with available technology and information sharing, customers expect organisations to deliver service when it is convenient to them, on platforms that are easy to use, and on any device of...
Jan 9, 2019
Over the last few years, digital transformation has been one of the biggest buzzwords in business and with organisations understanding the benefits that technologies such as AI, IoT and big-data analytics can bring, projects have been executed, bringing improved...
Jan 8, 2019
2018 has indeed been a tough year for South African businesses. Many organisations have faced closing their doors or reinventing themselves in order to remain in business. Lizette Akker, customer experience management lead and associate partner at IQbusiness Now more...
Dec 13, 2018
For companies looking to fully embrace the evolution of customer experience (CX), a delicate balancing act must be achieved between adopting the right technologies and engineering the right business strategies. By Rob Allman, senior vice-president: customer experience...
Dec 6, 2018
In a world where people have a plethora of services and products available to them, companies have to work harder than ever to keep their existing customers loyal. After all, with just a few taps of their smartphone or laptop keyboard, people can change their...
Nov 27, 2018
Both e-commerce and bricks & mortar companies are exploring various channels to not only retain current customers but attract new business. The retail market has become so competitive that loyalty and reward programmes are widespread and are adapted to suit...
