Aug 14, 2023
Frictionless, convenient, consistent and fast. These are the keywords that define business-to-business (B2B) customer service and, according to PwC, are the route to ensuring that the organisation raises the bar and retains customer loyalty. It is echoed by McKinsey...
Aug 7, 2023
Businesses today are too preoccupied with measuring workplace productivity by managing people’s time and evaluating their performance. However, this fixation often detracts from understanding customer needs and delivering quality outcomes. Coach and trainer,...
Aug 1, 2023
It’s been said that a customer-centric company is one that does everything in its power to meet its customers where they are at any given time. With shifting economies and ever-changing customer demands, tactics like being willing to adjust prices, building...
Jul 27, 2023
Fast, agile and dominant. These are the terms used to describe technology companies and that McKinsey believes are key to the success of the organisation. The customer, be they within the B2C or B2B space, has the same demands as the brands they use – be faster,...
Jul 14, 2023
No matter where you look, someone, somewhere is discussing artificial intelligence right now. As exciting as the technology is, it is understandable that workers around the world are worried. AI presents a very real threat to jobs, with PwC forecasting that 44% of...
Jul 12, 2023
While digitisation and automation create many opportunities for businesses to streamline tasks and deliver benefits of ease and convenience to customers, this doesn’t automatically translate to good customer service. By Professor Yudhvir Seetharam: head of...
