Becoming customer-centric in the digital era

Apr 9, 2015

The power pendulum has swung in favour of the customer in the mobile-first, cloud-first world, in which consumers are always connected to the internet and their spheres of influence. Customers do their own research and question their peers to make buying decisions...

The customer experience is a journey

Mar 20, 2015

Customers are the lifeblood of any business, and many organisations have become exceptionally good at creating excellent individual engagements and interactions with their customers, says Shailendra Singh, business director of Africa Region, South Africa, Wipro. However, in today’s socially connected, “always-on” world, the customer experience is no longer about isolated incidents.

Mining for the perfect solution

Mar 19, 2015

JSE open pit mining and materials company, Afrimat, has deployed MWare XRM to improve its productivity and also to have a more detailed approach of its quarries and equipment. One Channel partner and ERP specialists, MyMethod Consulting, implemented the solution that...

Evolving to true omni-channel experiences

Mar 19, 2015

The term omni-channel is on everyone’s lips today – across all sectors – yet no brand in South Africa has managed to execute on a true omni-channel strategy, says Lynette Hundermark, MD of Useful & Beautiful. Look to the international market,...

Customer experience a key concern

Mar 13, 2015

The unhappy customer – to most companies, this is the worst possible business outcome. How about the indifferent customer? If the customer is king, then surely logic should follow that the customer’s experience, and by association their feelings toward your business,...

The five personas of customer care

Mar 5, 2015

From the Selfie to the Stickler, companies bring a broad range of attitudes, approaches and investments to customer care. Demonstrating this is contact centre solutions provider, Ocular Technologies’ partner, Aspect Software in its “personas study”. The Aspect...