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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

bacho12345 © –
Woolworths tops 2016 Customer Satisfaction Index with most satisfied customers

South African Customer Satisfaction Index puts Woolworths at top...

20 Apr 2017

I am curious, respectful, practical, enthusiastic and agile. Mother, wife and friend.
#BehindtheSelfie with... Zonica Strydom

This week we find out what's really going on behind the selfie with technophile Zonica Strydom, operations and business unit director at iKineo customer engagement agency...

By Leigh Andrews 19 Apr 2017

Marije Gould, Verint VP of marketing EMEA.
Customers still like personal interaction in a digital world

A new study from Verint and Opinium Research reveals that customer experience (CX) is considerably more nuanced than many businesses realise and they should focus on both traditional and digital interactions...

17 Apr 2017

(c) 06photo -
Retailers shift away from Africa expansion

Africa is falling off the immediate radar of local retailers after the region posted its slowest growth rate in two decades in 2016, and with the outlook for 2017 looking as unpromising, most companies are changing their focus from expansion to improving customer experience...

By Colleen Goko 12 Apr 2017

Today, gatekeepers make the worst brand builders
Today, gatekeepers make the worst brand builders

One of the many benefits of working for an advertising agency is that I get to experience working with numerous and diverse businesses. During my interactions one thing is very clear - to create consistency in the mind of the consumer, one needs a single, definable brand expression...

By Mike Jones 10 Apr 2017

Smart Shopper card - junk status?
Smart Shopper card - junk status?

I have long been an advocate of Pick n Pay, admiring and talking up how much they do to both attract and retain customers with their Smart Shopper loyalty programme and their various promotions to create sticky customers. That was until...

By Clive Evans 10 Apr 2017

SA Florist improves supply chain efficiency with BrandChat bot
SA Florist improves supply chain efficiency with BrandChat bot

BrandChat has built a unified dashboard that allows businesses, such as SA Florist, to create and manage a bot and do customer support...

6 Apr 2017

Shoppers desire degree of control over retail technology
Shoppers desire degree of control over retail technology

Consumers are most willing to engage brands with new technology if they feel that they are in control of their experience...

3 Apr 2017

Amazon Web Services introduces Amazon Connect
Amazon Web Services introduces Amazon Connect

Amazon Web Services (AWS) has introduced Amazon Connect, a self-service, cloud-based contact centre service...

1 Apr 2017

Artisticco LLC © –
2017: The year of taking your business from Gen X to Gen CX

On the day of love, Tuesday, 14 February, BrandLove fittingly held the much-loved Cape Town version of its CX trends update for 2017 at 360 Business Parks in Paarden Eiland...

By Leigh Andrews 27 Mar 2017

Dervish37 © –
A little less conversation, a little more action

Why an integrated data platform is the key to aligning marketing, sales and service...

By Michael Bornheim 24 Mar 2017

Retailers ready for smart technology adoption
Retailers ready for smart technology adoption

According to recent international research, nearly 70% of retail decision makers are ready to make changes to adopt the Internet of Things...

23 Mar 2017

How to hack Pinterest to market your business
How to hack Pinterest to market your business

Marketing is a dense arena with many companies adopting the same stale approach. But, there is a new strategy you can implement focusing on the sleeping giant of the social media realm...

23 Mar 2017

#SeamlessAfrica: Tackling the omnichannel retail reality
#SeamlessAfrica: Tackling the omnichannel retail reality

‘Omnichannel' is not merely a business buzzword, it's the new retail reality. Amanda Herson, e-commerce director for the Cape Union Mart Group, shared her thoughts...

By Lauren Hartzenberg 20 Mar 2017

Making customer feedback pay off
Making customer feedback pay off

The entire customer journey, whether in sales or customer service, must be as seamless as possible and working with feedback from your customers is the best place to start...

By Wynand Smit 20 Mar 2017

(c) Katarzyna Bialasiewicz -
Humans want human touch in customer journey, not bots

New UK research indicates that consumers value human interaction in the customer services process, with 87% reporting they tend to stay more loyal and increase their business with companies that offer a real person to talk to at the right stage of their customer journey...

20 Mar 2017

#SeamlessAfrica: A masterclass in millennial engagement and retention
#SeamlessAfrica: A masterclass in millennial engagement and retention

Millennials are known to be tech-savvy, socially engaged, have zero tolerance for delays and are always on the go...

By Lauren Hartzenberg 17 Mar 2017

African Reputation Index defines corporate reputation
African Reputation Index defines corporate reputation

While 80% of people will not buy from a company with a damaged reputation, the good reputation of a company brings with it benefits such as allowing it to charge a premium for its products...

By Danette Breitenbach 16 Mar 2017

(c) Jan Mikš -
The consequences of this week's Amazon outage

On Tuesday, 28 February at 11:53am PST Amazon's S3 web-based storage service went down across the US-EAST-1 region, a four-hour outage causing major issues for millions of AWS users across the US...

3 Mar 2017

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