Jun 29, 2017
Danny Drew, Avaya’s MD for South Africa, outlines the five things you shouldn’t miss when planning your customer journey. A customer journey map puts the user front and center in the organisation’s thinking. It shows changes in customer behavior and...
Jun 27, 2017
Everywhere, businesses are wrestling with how to offer an omnichannel experience to their customers. But in pursuing digital customer strategies, many companies often try to run before they learn to walk, letting important fundamentals fall by the wayside. “It...
Jun 22, 2017
Remi de-Fouchier, vice-president: marketing communications at Gemalto, believes we are reaching the tipping point in discovering what the customer of tomorrow wants. Our lives have become, in many ways, a ‘mobile experience’. We’ve become inseparable...
May 7, 2017
The business ideal of omni-channel communication is rolled out with varying degrees of success. Although omni, the idea of a seamless customer experience across multiple contact channels, is the way to go, it must be implemented in ways that best serve customers. It...
May 5, 2017
James Hayward, senior technology analyst at IDTechEx, examines whether commercialisation of VR could provide the jump-start that the haptics industry has been waiting for? Haptics are key technologies found as an essential feature enhancing the user experience in many...
Apr 26, 2017
At a time where technology is adopted to automate manually driven processes, companies need to avoid the temptation of replacing the human touch entirely. This is especially the case where artificial intelligence (AI) is used to refine the customer experience (CX)....
