Jul 28, 2017
The digitisation of business has spread the ‘customer experience’ (CX) right across organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff, but requires constant attention from all employees in...
Jul 25, 2017
Ask any executive or marketing professional what salespeople need to sell in tough economic times, and they will say one thing: more leads. Moreover, with April holidays having thrown a spanner in the works, and winter looming in SA, businesses really only have seven...
Jul 21, 2017
User experience, customer satisfaction and value-add: concepts that are banded about quite easily, but more often than not overlooked and neglected … until now. Today, we have customer experience management (CEM) and it is very much the next “big...
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...
