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Client service is dead
Client service is dead

What has been the biggest change in the advertising industry over the last two decades, besides the rise of digital channels? Surely one of the biggest changes has been client service...

By Susan Rowan, Issued by Grey 1 day ago

Being the man in the supermarket
Being the man in the supermarket

Is it enough when consumers merely know about your product or its benefits?

By Senzo Xulu 2 days ago

Clicks Clubcard takes the lead in loyalty
Clicks Clubcard takes the lead in loyalty

Clicks Clubcard has moved into the top spot as South Africa's most used loyalty programme at 67%, just beating last year's loyalty leader, Pick n Pay Smart Shopper...

13 Oct 2017

Matt Ross, chief creative officer at King James Digital.
Welcome King James Digital!

The King James Group has brought together its digital agencies in Johannesburg and Cape Town to create a combined entity under the banner of King James Digital...

12 Oct 2017

AI customer service: Are you talking to Mr Bob or Mr Bot?
AI customer service: Are you talking to Mr Bob or Mr Bot?

Within three years from now, only 15% of your brand relationships will involve human interaction, states Gartner...

Issued by MediaCom 12 Oct 2017

Report reveals customer aftermarket is afterthought for manufacturers
Report reveals customer aftermarket is afterthought for manufacturers

A new report reveals discrepancies in how manufacturers and retailers view and approach post-purchase revenue, profit and relationship-building opportunities in the aftermarket service sector...

12 Oct 2017

Simelane and Cooper.
#BODCT: Surprise! THIS is today's African consumer

Read up on key insights from the first sessions of Business of Design - Mduduzi Simelane talks about how to enhance the continent's filmmakers, while trend analyst, Nicola Cooper shares a snapshot of today's African consumer. It's probably not who your brand is targeting...

By Leigh Andrews 11 Oct 2017

Techsys Digital lands Johnnie Walker business
Techsys Digital lands Johnnie Walker business

Techsys Digital has been appointed by Johnnie Walker as their lead CRM agency. The new partnership will focus on ensuring Johnnie Walker has a solid strategy to engage and reward its customers...

Issued by Techsys Digital 11 Oct 2017

#EntrepreneurMonth: At the forefront of customer feedback and online reputation management
#EntrepreneurMonth: At the forefront of customer feedback and online reputation management

How can establishments in the hospitality industry manage the masses of online reviews and reviewers out there? This is where Go Review, launched by Social Places, comes in...

By Cari Coetzee 10 Oct 2017

Trevor Hardy
Could frictionless commerce take away from the shopping experience?

The reduction of friction in transactions may appear to be adding value, but it could be taking away from the shopping experience, says The Future Laboratory's Trevor Hardy, who's seeing a move towards the reduction of human interaction, from self-service to fridges that buy your groceries for you...

9 Oct 2017

What you need to start doing about user experience
What you need to start doing about user experience

At the recent Gartner Symposium, I attended a session by Gartner Research Director, Magnus Revang on why user experience (UX) is hard for IT to deliver and what to do about it...

By Ilse van den Berg 6 Oct 2017

(c) atm2003 -
NAEB markets Rwandan tea under national tea brand

Rwandan tea will now be marketed under the Rwanda National Tea brand name as one of the ways to strengthen consumer confidence, as well as promote and ensure its competitiveness on the local and global markets...

By Peterson Tumwebaze 5 Oct 2017

AI is already here - we just call them Transformers!
AI is already here - we just call them Transformers!

Mareli Smit writes customer experience is impossible if managed as a function rather than a culture...

By Mareli Smit 4 Oct 2017

Digital Marketing - What it means to be a #DigitalDreamer
Digital Marketing - What it means to be a #DigitalDreamer

When the Greek philosopher Heraclitus said that the only thing that is constant is change - he may very well have been writing the 1st commandment for digital...

By Terence Rei 2 Oct 2017

Digital experience vs digital business
Digital experience vs digital business

Could focussing on the customer experience put an end to the digital turf war between digital experience and digital business?....

By Kieron McCann 2 Oct 2017

Event technology: an enabler - not an end goal
Event technology: an enabler - not an end goal

Technology isn't there to showcase itself, it's there to enhance customer experiences and should be approached with a human-first mindset, writes Glenn van Eck...

By Glenn van Eck 29 Sep 2017

Leveraging digital technology for a seamless, 360-degree customer journey
Leveraging digital technology for a seamless, 360-degree customer journey

The retail shopping experience is no longer a linear one, where a person simply enters a store, makes a purchase and leaves...

By Lindy Lee 29 Sep 2017

Challenges for the E&M sector
Challenges for the E&M sector

While the entertainment and media industry seems stable, there are various sectors that are reaching a tipping point that will determine how consumers spend their money over the next few years...

By Danette Breitenbach 29 Sep 2017

Report indicates impact of programmatic media buying on brand reputation
Report indicates impact of programmatic media buying on brand reputation

The CMO Council and Dow Jones have released a milestone report on the state of digital brand advertising, based on consumer response and marketer reactions to issues with automated ad placement...

28 Sep 2017

Succeeding in a 'fandom' world
Succeeding in a 'fandom' world

Success in the entertainment and media (E&M) industry over the next five years is going to depend on getting the user experience right...

By Danette Breitenbach 26 Sep 2017

Gaps in customer intelligence, delivery limiting opportunities - new CMO report
Gaps in customer intelligence, delivery limiting opportunities - new CMO report

New research from Chief Marketing Officer (CMO) Council, SAP Hybris and SellingPower magazine indicates that sales and marketing need to own customer experience strategy...

19 Sep 2017

Alberto Giacomazzi ©
Who killed the iPod? Staying relevant to a restless generation

Who killed the iPod? The reality is that developing technology and the marketplace dictated the change. Video did not kill the radio star, it just changed the platform preferences...

By Wynand Smit 14 Sep 2017

Here's how CPL needs to change
Here's how CPL needs to change

Brands are being pinched between the scrawny forefinger of recession and the oppressive thumb of an interminable political kleptocracy...

Issued by ACME Digital 12 Sep 2017

Mitigate market disruption by maximising customer experience
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

rawpixel ©
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

Almost 32 hours for banks to respond
Almost 32 hours for banks to respond

South African banks take on average 31 hours and 56 minutes to respond to customer complaints...

By Nico Gous 31 Aug 2017

Somsak Chidchawange © –
#Pamro2017: Customer expectations in a digital world

Wayne Hull, MD of Accenture Digital, spoke at Pamro 2017 on the topic of consumer expectations transcending traditional industry boundaries...

By Leigh Andrews 30 Aug 2017

Delivering a true omnichannel experience: what you need to know
Delivering a true omnichannel experience: what you need to know

With so many buzz words thrown around, omnichannel amongst them, it seems that retailers have completely lost sight on what a shopping experience is about...

By Lynette Hundermark 23 Aug 2017

#CEMAfrica2017: Empowered customer experiences lie in multi-focused design
#CEMAfrica2017: Empowered customer experiences lie in multi-focused design

Sven Schoof, head of customer experience at Spree, discusses how to empower customers to interact with your brand...

By Lauren Hartzenberg 21 Aug 2017

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