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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....

6 hours ago

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...

1 day ago

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

Global CEO study underlines retailers' risk on running store, online operations separately

The growing omni-channel fulfilment costs are forcing a significant number of retailers to increase minimum order values and home delivery costs, as few are running their store and online operations collectively...

30 Aug 2016

Customer service eclipses products, services as number one customer consideration

Businesses used to compete against one another on one of three fronts: price, quality of product or service, or superior marketing. In the digital age, these factors are taking a back seat to something that is altogether more difficult to define...

26 Aug 2016

Sorbet's Ian Fuhr hits the nail on the head when it comes to brand loyalty

With over 265,000 loyalty members to date, Sorbet Group's CEO Ian Fuhr recently shared insights on the subject of developing brand loyalty at Business of Design in Johannesburg...

By Jessica Tennant 23 Aug 2016

#CEMAfrica: The value of CX in emerging markets

In the age of the customer, retailers and marketers need to pay attention to customers and CX like never before. Here's how to get it right...

By Leigh Andrews 17 Aug 2016

#CEMAfrica: Creating customers

It's not about the low-hanging fruit or quick wins, effective customer experience management that results in happy returning customers is all about effective change now to improve the overall future customer experience (CX)...

By Leigh Andrews 17 Aug 2016

Neuromarketing - key insights to unlocking your customer's brain for instant sales

What really drives your consumers to buy and how do they decide? Find out how Neuromarketing can help you uncover the hidden triggers and convert more prospects to customers...

Issued by Knowledge Resources 17 Aug 2016

Five technologies that will change customer service by 2021

Rather than obsessing about driving efficiencies, savvy business leaders will look to emerging technologies to find new revenue streams and, more importantly, covert normally fickle customers into loyal supporters...

16 Aug 2016

Self-service improves customer satisfaction

The method of delivery of the customer service experience needs to be continually updated to match the desires and expectations of an ever-changing customer base and that is why the customer experience landscape is ripe for disruption...

By Nidal Kamouni 11 Aug 2016

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