Subscribe to industry newsletters

#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 6 hours ago

#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 7 hours ago

#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 21 hours ago

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

Customer centricity and collaboration for all

First came Marketing2020, then came Insights2020. In their latest industry shakeup, Kantar Vermeer has put the wheel in motion for the formation of a local South African CMO Council. Frank van den Driest, Kantar Vermeer's chief client officer, shares how this will strengthen the local marketing industry...

By Leigh Andrews 16 Feb 2017

eBucks rewards launches in Botswana

First National Bank launches its eBucks Rewards programme in Botswana...

20 Sep 2016

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

The responsive brand: how to handle social media

It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently...

By Danette Breitenbach 3 Nov 2014

Second annual global customer service survey: The findings

INDIANAPOLIS, US: Research by global software provider Interactive Intelligence Inc reveal what customers look for in a great service experience.

10 Jun 2014

Big data and the consumer experience for business

EDINBURGH, SCOTLAND, UK: The concept of big data has brought a revolution in relations between companies and their customers.

By Jose Capelo 30 May 2014

Consumer trends publication - Connect with the Continent

Terry Behan, MD of VWV Africa and the Middle East, has recently released a book, 'Connect with the Continent - Understanding key consumer trends across the African Continent right now', to help aspiring businesses build businesses and brands across the continent.

30 Apr 2014

Show more