Feb 15, 2017
Brand reputation relies heavily on exemplary service delivery and getting this right rests on having a deep understanding of what customers want out of an interaction with employees. Trust and loyalty levels are diminishing globally and consumers no-longer want to be...
Feb 10, 2017
Despite the fact that there is so much information out there explaining the benefits of improving customer engagement, too often one still comes across a company lacking in their communications delivery. The reality of the situation is that by neglecting how your...
Feb 8, 2017
In a market where customer experience trumps product as a competitive advantage, businesses are constantly faced with the challenge of providing customers with the experience that they are looking for, according to Amit Kaundinya, digital business advisor: connected...
Feb 3, 2017
Change can be intimidating – for some company executives, the fear of potential problems being created by change can hinder progress and growth. In a competitive marketplace, stagnation leads to loss – businesses must adapt or risk customer loyalty...
Feb 2, 2017
The “consumerisation” of markets, the strong, steady growth of e-commerce and the shift to all-things digital in the customer experience, has quite naturally led to an explosion in the number of interactions between brands and consumers. By Roland...
Feb 1, 2017
Chantel Troskie, customer experience account manager at Oracle South Africa, discusses the direction robots are taking in the field of customer experience. At the most recent World Economic Forum in Davos, Switzerland, there was much talk about the power of automation...
