Subscribe to industry newsletters

Facebook Messenger's golden opportunities for retailers
Facebook Messenger's golden opportunities for retailers

Facebook Messenger offers some exciting options for marketers and it seems Facebook knows it...

By Megan Hollis 1 day ago

Why you need customer experience management
Why you need customer experience management

Customer experience management utilises user experience, customer satisfaction and value-add and will be the next ‘big thing' for businesses looking to exploit multiple channels of communication that link the customer...

2 days ago

RCS Group joins forces with Echangeur for inaugural Retail Summit
RCS Group joins forces with Echangeur for inaugural Retail Summit

RCS Group, owned by BNP Paribas Personal Finance, hosted two sessions of the Retail Summit in Cape Town and Johannesburg...

30 Jun 2017

How Spree is transforming its customer experience through technology
How Spree is transforming its customer experience through technology

Kinetic Events interviews Sven Schoof, head of customer experience at Spree, on how the online retailer is transforming its customer experience...

29 Jun 2017

Research reveals key drivers of sharing economy
Research reveals key drivers of sharing economy

A new whitepaper reveals the key drivers of the ever growing sharing economy, outlining the challenges and future opportunities surrounding it...

28 Jun 2017

South African retailers slacking on customer experience strategy
South African retailers slacking on customer experience strategy

South Africa's struggling retailers are significantly lagging behind other sectors when it comes to appointing customer experience officers...

22 Jun 2017

How retailers can use social CRM to create meaningful engagement
How retailers can use social CRM to create meaningful engagement

At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives...

By Bradley Elliott 21 Jun 2017

The power of personalisation in customer service
The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are...

By Wynand Smit 20 Jun 2017

Loyal, long-term relationship building with Gen Z
Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch...

By Lee Naik 20 Jun 2017

How beacon technology delivers a truly data-driven customer experience
How beacon technology delivers a truly data-driven customer experience

You know what shoppers are doing online - but do you know what they are doing in-store? Consumers are increasingly using digital technology...

By Colleen Rose 14 Jun 2017

Cloud-based retail gets closer to the ground
Cloud-based retail gets closer to the ground

Once the darling of the US retail industry, Sears has become a poster-child of what happens when poor strategy meets brutal levels of digital disruption...

By Mpumi Nhlapo 2 Jun 2017

Pezisa, Adao and Bus.
#IMCConf 2017: Cracking big ideas in the cognitive era

The second session of the IMC2017 was all about going back to basics in defining the core principles of big ideas that work; how to disrupt or be disrupted as we enter the fourth industrial revolution; and the sad truth that as consumers, we are still being communicated at, not communicated with...

By Leigh Andrews 1 Jun 2017

Barclay, Spratt and St Clair.
#IMCConf 2017: The artificially intelligent business of big data

Matthew Barclay of Meltwater, Brett St Clair of Barclay Africa and Justin Spratt of Uber SSA kicked off IMC Conference 2017 at the White Space in Red & Yellow School Cape Town with a session focused on big data, how AI will fundamentally change the world of work and its specific business implications...

By Leigh Andrews 1 Jun 2017

Candace van Zyl
The need for smarter CRM software

With the shift from product-focused to customer-focused business in most organisations in the modern world, CRM software is at the forefront of customer satisfaction...

By Candace van Zyl 1 Jun 2017

Online shopping and the rapid globalisation of shoppers and retailers
Online shopping and the rapid globalisation of shoppers and retailers

Rapidly evolving technologies, changing demographics, and consumer preferences have created a change in the consumer product industry...

By Mark McCallum 31 May 2017

(c) Luca Bertolli -
There will always be someone who rains on your parade

We live in a very critical world and the worst of them can be the very people we try to serve. Here, Aki Kalliatakis from Leadership LaunchPad compares his friend George to customers who readily criticise and pick on the smallest details...

By Aki Kalliatakis 29 May 2017

Chatbots as part of an integrated customer service strategy
Chatbots as part of an integrated customer service strategy

You can have all your communication channels lined up and ready to go, your agents trained to help via phone, email, SMS, web chat and via social media, but you could be missing a trick...

By Wynand Smit 29 May 2017

Nine global trends in food and beverage
Nine global trends in food and beverage

Globally, food and beverage are playing an increasingly important role in the reason people visit shopping centres...

By Lauren Hartzenberg 22 May 2017

Chantel Troskie, customer experience account manager at Oracle SA.
Get ready for the AI startup retail CX revolution

Virtual chatbots are becoming commonplace in the B2B marketing sector as well as for general online consumer shopping. Here's what else to expect from the AI retail startup boom...

By Leigh Andrews 18 May 2017

Samantha Craddock © –
Is cold calling dead?

I have been asked to give my feedback on whether or not cold calling is dead and my answer is quite simply, NO...

By Dave Nemeth 16 May 2017

Future of Consumer Goods and Services Ombudsman at risk
Future of Consumer Goods and Services Ombudsman at risk

The future of the Consumer Goods and Services Ombudsman is at risk because thousands of businesses are refusing to register and fund it...

By Wendy Knowler 10 May 2017

How brands that disguise their origins do damage to their bottom line
How brands that disguise their origins do damage to their bottom line

Many brands, particularly those from countries associated with poor production quality, attempt to disguise their origins. Some even attempt to deliberately associate their brand...

By Paurav Shukla 9 May 2017

Need for native speakers to create multilingual chatbots
Need for native speakers to create multilingual chatbots

As chatbots, cognitive technologies, and natural language understanding (NLU) take centre stage, having a workforce that can write these in the applicable language is essential...

4 May 2017

Will bots dominate customer service?
Will bots dominate customer service?

While bots are hard at work behind the scenes, and becoming more visible in some parts of the front-office too, they're unlikely to oust human beings...

3 May 2017

Image supplied.
Skyfii rolls out its SaaS platform to 500 Woolworths' stores

The Australian data analytics and marketing services company Skyfii has signed a Master Services Agreement (MSA) with the Woolworths Group and has already rolled out its ‘IO' Software as a Service (SaaS) platform subscription data analytics services to 126 stores...

2 May 2017

Image © Monnas Photography.
A truly sensory Experian experience

As the casualty list of digital disruption grows ever longer, it's time to focus on your specific customers and improve their overall experience of your brand or get left in the dust...

By Leigh Andrews 21 Apr 2017

Experian SA MD Simon Russell © Monnas Photography.
Cementing the Mosaic of customer experience with Experian

A little over a month ago, Experian SA MD Simon Russell kicked off an exclusive media roundtable explaining their new Mosaic tool and the power for local marketers in finally creating a single view of their customers and targeting by interests rather than demographics...

By Leigh Andrews 20 Apr 2017

Gumtree turns over a new leaf
Gumtree turns over a new leaf

From today, 20 April, Gumtree South Africa sports its new logo, as part of an ongoing and comprehensive redesign...

20 Apr 2017

Show more