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Improvements to contact centre environment should be incremental

With new or greater demands, the business offering and its supporting processes must be developed to retain and attract more customers...

By Wynand Smit 6 Oct 2016

ROI on customer experience as simple as replacing these 'apps'

Some might reason I am a bit of an "appsoholic" as I just cannot help myself when new apps are released. I have little self-control and just have to experience them! So the download begins...

By Johan Botha 5 Oct 2016

The customer experience ripple effect

In celebration of Global CX Day today, 5 October 2016, it is perhaps time to look at customer experience with a different lens on...

By Mareli Smit 5 Oct 2016

Amazon bans most 'incentivised' reviews

SAN FRANCISCO - Amazon on Monday banned reviews of products received free or at generous discounts, unless authors have been deemed trustworthy by the online retail giant...

5 Oct 2016

Celebrating Global CX Day - a tribute to brand warriors!

As 5 October approaches, customer experience professionals worldwide are preparing for a celebration of acknowledgement, knowledge sharing and showcasing of customer experience stories from around the globe...

By Chantel Botha 4 Oct 2016

#SustainabilityMonth: The immersive consumer experience

Some brands are taking event activations to the next level by creating beautifully conceptualised spaces as a new touchpoint to enhance consumer experiences. Here's how Pernod Ricard has done so, while keeping sustainability top of mind...

By Leigh Andrews 3 Oct 2016

Capturing the 'Voice of the Customer'

80% of the participant organisations in an extensive Bain survey believed they were delivering a "superior experience" to their customers...

By Vicki Erskine 30 Sep 2016

Zando wins best shopping experience at PriceCheck Tech & Ecommerce Awards

Popular fashion e-tailer, Zando was announced the winner of the best mobile and overall shopping experience at the 2016 PriceCheck Tech & E-Commerce Awards last week...

By Jessica Tennant 29 Sep 2016

Customer engagement software revolutionises Mr Price Group's operations, delivers ROI

Six months into deploying Interactive Intelligence's customer engagement software suite, Customer Interaction Centre™ at its 621- and 30-seat contact centres in Durban, Mr Price Group has seen improved operations and realised its ROI....

27 Sep 2016

Dunkin' Donuts says Cape Town launch date is up to the customer

Following on from Grand Foods' announcement that the first Dunkin' Donuts in South Africa would open in Cape Town at the end of October 2016, the American donut company and coffeehouse chain is challenging customers to...

26 Sep 2016

Consumers ditch brand loyalty, the need to impress in favour of value for money, functionality

Instead of gaining insight into consumer sentiment via door-to-door visits, lengthy paper surveys and tedious questionnaires, thanks to the digital era, it's now as simple as analysing what consumers are searching for online...

16 Sep 2016

Spree develops app-first mobile shopping experience

Understanding that the future of online shopping lies in mobile devices, and seeing a constant increase in the contribution of mobile traffic to total traffic, Spree recently implemented a mobile app-first approach to improve the overall mobile user experience...

15 Sep 2016

South African retailers can leapfrog advanced omni-channel retailing

Speaking in Stellenbosch this week, Lee Gill, JDA Group VP Retail for retail strategy globally, said South Africa's traditional retailers had to face the fact that change was coming and that they had little time left in which to change from traditional models to next generation 'me-commerce' models...

9 Sep 2016

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