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You can’t change culture without changing how the business works

Organisations talk about culture constantly, yet it can still be hard to pin down. We measure it through employee surveys, engagement scores and experience data. We compare teams, track whether scores are moving up or down and look at external benchmarks to understand...

Africa’s youth can reshape the future of energy

Arica’s next generation has a vital role to play in shaping the continent’s energy future through fresh thinking, innovation and technical skills. This holds true in a time when the continent’s grid continues to evolve with the advent of distributed and decentralised...

AI’s effect on customer service headcount

Despite widespread expectations that AI will significantly reduce customer service headcount, a Gartner survey of 275 service and support leaders has found that only 21% said their organisations had reduced human agent headcount because of AI. Among organisations that...

Before an AI agent gets authority, make it pass a failure test

A customer-service AI agent handles a refund correctly during a demonstration. It finds the order, checks the policy and prepares the payment. Dr Pierre Le Roux, MD of MOYO The result looks convincing. But what happens if the customer submits the same request twice,...

Careto APT resurfaces after 10-year hiatus

Kaspersky researchers have uncovered two new malicious campaigns operated by the notorious Careto Advanced Persistent Threat (APT) group, marking their first activity since 2013. Demonstrating a remarkably high level of sophistication, the actors conducted two complex...

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Greener digital content needed for Net Zero goals

Websites and digital content can increase organisations' carbon emissions and hamper efforts to achieve Net Zero status. This is the view of Andri Johnston, digital sustainability lead at Cambridge University Press & Assessment, who was addressing a webinar on...

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April sees significant malware shifts for Africa

Cybersecurity threats loom large in Africa, with a Normalized Risk Index of 95.4, Zimbabwe leads the pack - ranking second as the most attacked country globally, followed closely by Ethiopia at 92.6 (third) and Kenya at 69.4 (10th). These rankings, from Check Point...

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