Feb 14, 2014
Every business strives to deliver a great customer experience, but how much room exists for improvement? Surprisingly, employees see more room for improvement in customer service capabilities than managers do. This is one of the key findings in a new Forrester...
Jan 20, 2014
Companies worldwide are quickly realising that mobile has not only changed digital operations, but that it will fundamentally change entire businesses in decades to come. 2014 will be an incremental year on this journey, as companies increase investments to transform...
Jan 14, 2014
How the customer engages with a retailer at the checkout is one of the key differentiators in a hotly contested retail space – especially in a downturn economy. Integrating multiple value-added services through multiple customer contact channels has moved from a...
Nov 8, 2013
FNB is encouraging its mainstream customers earning below R100 000 per annum to embrace cheaper cashless transactions by rewarding customers to use their debit cards. In a market where cash is often drawn from an ATM to make purchases, card usage is now starting to...
Nov 5, 2013
Burberry, Nike, Rolls-Royce. These are firms that understand true digital business, having embraced digital technologies to fundamentally alter the way they bring value to customers. But this list of leaders is short, and for most firms, the scope of digital...
