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BizTrends 2017


Download the complete BizTrends 2017 PDFs with over 100 trends contributors across 18 industry sectors.

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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 3 days ago

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

#eComConfex: Become digitally intelligent, or go home
#eComConfex: Become digitally intelligent, or go home

If your business does not have digital intelligence at its core by 2020 you may as well go home. This is according to James McCormick...

By Lauren Hartzenberg 3 Mar 2017

Unified communications and collaboration boosts competitive advantage
Unified communications and collaboration boosts competitive advantage

Business, especially the retail sector, must look to omni-channel integration for a competitive advantage, as unified communications steadily gains in popularity...

By Kyle Woolf 1 Mar 2017

Characteristics of successful franchisees
Characteristics of successful franchisees

To be a top performing franchise takes a little more than following the beaten path and there are certain characteristics that separate the best franchisees...

1 Mar 2017

Seven keys to successful self-service
Seven keys to successful self-service

More and more businesses are either putting self-service options for customers in place or considering them in their service departments or contact centres...

By Jan Kühn 28 Feb 2017

Reduce customer queues with mPOS
Reduce customer queues with mPOS

Businesses can ease month-end queues simply by adding a mobile point-of-sale device to their traditional POS solution...

By Bronwyn Watt 10 Feb 2017

Starbucks teams up with DSG on Starbucks Rewards
Starbucks teams up with DSG on Starbucks Rewards

South African franchisor and Starbucks licensee, Taste Holdings, collaborated with Digital Solutions Group (DSG) to realise its digital ecosystem through its Starbucks Rewards loyalty programme in South Africa...

7 Feb 2017

Starbucks SA launches rewards programme
Starbucks SA launches rewards programme

Starbucks South Africa launched its localised version of the global rewards programme, Starbucks Rewards at the Rosebank store...

By Jessica Tennant 1 Feb 2017

(c) Vyacheslav Volkov -
#BizTrends2017: Emerging trends in merchant payments

I recently met with Catharina Eklof and Victor de Koc from Mastercard to discuss some of the emerging trends in merchant payments...

By Jessica Tennant 27 Jan 2017

(c) Aaron Amat -
Are consumers checking out of traditional retail?

Poor performance over the festive season suggests shoppers are spending elsewhere...

By Julia Ahlfeldt 26 Jan 2017

#BizTrends2017: Say hello to the new South African shopper
#BizTrends2017: Say hello to the new South African shopper

Think you know South African shoppers? Think again. Recent shopper insights* research reveals local consumers have changed. A lot. And this radically redefined identity is tipped to gain significant momentum in 2017...

By Gareth Pearson 25 Jan 2017

(c) Yulia Grogoryeva -
#BizTrends2017: South Africa's new retail reality

Despite South Africans' roller-coaster sentiment during 2016, they've continued to spend, highlighting a clear disconnect between the South African psyche and actual purchase behaviour. This means that in 2017 more than ever a multi-dimensional approach will be required if retailers are to obtain a firm handle on South Africa's new retail reality...

By Ailsa Wingfield 23 Jan 2017

(c) Serghei Starus -
Low consumer confidence set to hurt retailers

The 'significant' drop in consumers' durable goods consumption will continue to hurt retailers, say economists...

By Asha Speckman 20 Jan 2017

How to address the needs of the uncompromising customer
How to address the needs of the uncompromising customer

Intercontinental Hotels Group's 2017 Trends Report highlights the uncompromising nature of today's customer...

19 Jan 2017

(c) Jan Mikš -
Nine ways to slash e-commerce cart abandonment

Kyle Rozendo, CTO at SID puts forward nine simple ways to make sweeping changes to e-commerce website performance...

By Kyle Rozendo 18 Jan 2017

(c) georgejmclittle -
KPMG survey details what online shoppers really want

A new report by KPMG International analyses the online shopping preferences and behaviours of more than 18,000 consumers in 51 countries, by geography, generation and product category...

18 Jan 2017

Digital consumers show less brand loyalty
Digital consumers show less brand loyalty

Research across consumers in 12 countries finds those that prefer digital engagement channels to human customer service are more likely to switch brands...

12 Jan 2017

#BizTrends2017: The shift from the experience economy to the transformation economy
#BizTrends2017: The shift from the experience economy to the transformation economy

The world is in a silent revolution. Global consciousness is growing. Passion for mindless luxury is waning. Consumers are increasingly mindful of not only what their chosen product gives them, but how it makes them feel...

By Claudia Roth 11 Jan 2017

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#BizTrends2017: Journeying to your best customer experience

I've attended hundreds of conferences over my decade in the online marketing and media space. Funny then that the event messaging that's stuck with me most has been from a few of the most recent workshops I've attended, with just a handful of insights set to impact the year ahead...

By Leigh Andrews 9 Jan 2017

Here's how you can help us, FNB - communicate
Here's how you can help us, FNB - communicate

NEWSWATCH: Thanks to social media, big corporates are under close consumer attention at the moment, with banks the foremost of those, expected to build trust. Now, with an undisclosed amount of FNB safety deposit boxes stolen this past weekend, customers are upset at the lack of communication...

22 Dec 2016

Digitalisation: do or die
Digitalisation: do or die

Doing business in the digital age will become more about enhancing the customer experience than the product or price...

By Deon van Heerden 22 Dec 2016

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