Through advanced insights and analytics capabilities, brands are now able to tell how many and which people are seriously committed to them and also understand those who aren't...
20 Aug 2015 15:05
If you're running an e-commerce site, or even if the option to buy online is a small part of your business, you need to make sure that your website is optimised for online shoppers. More and more people are making purchases online due to the ease and convenience, but there are some conditions attached...
By Sophie Baker 18 Aug 2015 10:02
There is no doubt that omnichannel matters for contact centres today. Channels other than voice are becoming increasingly important to the customer experience, with the use of new channels such as web chat, social media and SMS, for example, growing rapidly and going mainstream...
By Andre le Roux 12 Aug 2015 12:00
In an ever-changing and fast-paced world where alternatives are rife, customer experience is rapidly becoming one of the most important elements of a business' success...
31 Jul 2015 10:45
Key to customer experience management is understanding the customer as an individual, but first you have to know your customer service staff, not as the call centre, but as internal and external customers. And then learning how to make them happy and, ultimately, your other customers too...
By Jessica Taylor 29 Jul 2015 11:30
If 'social engagement' sounds more like drinks after work than a key component of marketing in today's hyper-connected world, chances are you weren't at last week's CEM Africa Summit...
By Leigh Andrews 29 Jul 2015 06:00
The second day of the Customer Experience Management (CEM) Africa workshop kicked off with moderator Jordan Gray talking about delighting customers and streamlining workflow...
By Leigh Andrews 28 Jul 2015 06:00
You need to keep an eye on future trends from the rest of the world to better manage your business' current customer experience. Some of these trends were shared in the Customer Experience Management Africa plenary session...
By Leigh Andrews 27 Jul 2015 06:00
Consumers should be wary of contract buy-outs, check the small print and be sceptical about the 'sweeteners' attached to any offer, says Aki Kalliatakis...
22 Jul 2015 13:59
As the old saying goes: don't work harder, work smarter. The same can be said of the way in which you bank, argues Eunice Sibiya, head of FNB Consumer Education...
By Gaongalelwe Moatshe 17 Jul 2015 13:55
The days of completely loyal consumers are over with many South Africans from various income brackets making the choice to switch brands. Our experience shows that once a consumer switches to another brand and has a good experience, he rarely goes back...
By Sane Mdlalose 17 Jul 2015 10:35
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