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Mitigate market disruption by maximising customer experience

As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...

By Julia Ahlfeldt 11 Sep 2017

Why do some brands still shy away from giving consumers experiences?

Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...

By Khangelani Dziba 8 Sep 2017

#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...

By Louise Marsland 21 Aug 2017

#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?

By Louise Marsland 18 Aug 2017

#CEMAfrica2017: "Be an experience business or be out of business" - Adobe

CEM Africa attendees were presented with a choice of workshops to attend throughout the two-day summit. Here's why I'm glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business...

By Leigh Andrews 17 Aug 2017

#CEMAfrica2017: Your employees are always on - now TRUST THEM

Chantel Botha of BrandLove shares why you need to trust your employees to run with their own ideas of the best possible customer experience they can offer at the first day of CEM Africa 2017.

By Leigh Andrews 17 Aug 2017

#CEMAfrica2017: CX predictions for the future, action to take TODAY

If all you do is talk about customer experience or CX in your silos, chances are your brand will be left in the dust. Here's why you need to cut the red tape and take the plunge, straight from the opening panel of CEM Africa 2017...

By Leigh Andrews 16 Aug 2017

Quality of social media engagement trumps quantity of mentions in Middle East Airlines sentiment study

Brandseye analysed the social media universe of the four biggest Middle Eastern airlines according to social media conversation - Qatar Airways, Etihad, Emirates and Saudi Arabian Airlines...

4 Aug 2017

Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered...

By Danny Drew 27 Jul 2017

Creating great customer service to elevate business

Good customer service forms the basis of a successful business to consumer organisation, for though the customer is not always right, he or she has the power to make or break a company's reputation...

14 Jul 2016

Disruption through the on-demand economy

Disruptive technologies, such as Airbnb and Uber, are changing the way business is done through the on-demand economy, which is the immediate real-time provision of goods and services...

1 Jul 2016

New research: How employee emotions' impact on customer experience

The latest Ask Afrika Orange Index provides customer service trends based on 13 years of data, across 32 industries and 155 companies...

4 Mar 2015

Coping under fire

Janine Lazarus, founder and owner of Janine Lazarus media consultancy was a journalist for 31 years, and has worked across the board from newspapers to radio...

By Danette Breitenbach 3 Mar 2015

Analysing the CRM needs of a midsize business

NEWARK, US: CRM is key to any business's success, so how does one analyse the CRM needs of a midsize business to ensure that business will succeed and grow?

By Paul Anderson 2 Apr 2013

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