Jan 20, 2017
While successful international businesses have long focused on customer experience as a major factor influencing a healthy return on investment, the same can unfortunately not be said for South African organisations who are letting this crucial business consideration...
Nov 29, 2016
Johan Walters, head of C2C Labs, says chief marketing officers (CMOs) are always looking for new ways to differentiate their brands. Newer technologies such as AR and VR offer huge opportunity to position a brand. But unless innovation is properly managed, measured...
Nov 23, 2016
Digital transformation is changing the way banks talk to customers, but forward-looking financial institutions in the region are looking at how they can deploy artificial intelligence and automation to transform the customer experience, writes Danny Drew,...
Nov 23, 2016
International retail solutions company Smollan has achieved new levels of efficiency and enhanced customer experience as a result of deploying PureCloud Engage by Interactive Intelligence Group), a global leader in cloud services for customer engagement,...
Nov 17, 2016
Companies and organisations today drive digital transformation through creating innovative systems of engagement (SoE), based upon rethinking how to engage with their target audience(s), writes Kristian Thyregod, senior vice-president: EMEA at Riverbed Technology....
Nov 16, 2016
Jonathan Holden, group executive of operations, and Phumla Tshabalala, managing executive of contact centres at Innovation Group, discusses the implications of big data and the associated impact on the customer engagement model. Big data is an immense collection of...
