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)....
Apr 26, 2017
Driverless cars, 3D printers and smart homes have arrived, and nobody is surprised any longer about pronouncements that artificial intelligence has come close to matching human capabilities, even surpassing it in some ways. Still, there are certain areas of life and...
Apr 19, 2017
Loyalty programmes have become a commodity to the extent that some form of a rewards programme has almost become a business-as-usual engagement between customers and their brands. Philip Stander, MD of Globetom examines how they can be used to improve a...
Mar 28, 2017
Today’s way of working distances us from observing how our customers interact with our brand. You could be working at head office and not get to see how your customers engage at store level. Even if you are engaging in surveys and telephone calls with customers,...
