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mSurvey launches first CX survey in Kenya
mSurvey launches first CX survey in Kenya

Telcos lead in Kenya as mSurvey reveals the first industry Net Promoter Score Benchmarking for Africa, in an industry-first benchmarking metric...

16 Nov 2017

#Trending: The rise of consumer resilience
#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond...

By Louise Marsland 7 Nov 2017

The power of consumer insights (combined with woke strategy and creative)
The power of consumer insights (combined with woke strategy and creative)

Never has it been so evident to acknowledge and value the power of consumer insights in 2017...

By Thomas Sepheka 20 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

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

Joe Fuster
#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...

By Louise Marsland 21 Aug 2017

Phakiso Tlali
#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?

By Louise Marsland 18 Aug 2017

Maksym Chornii © –
#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 17 Aug 2017

You hired them, now trust them to get the job done. JR Bale © –
#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 17 Aug 2017

Simply put? Cut the red tape and empower your staff. Scott Griessel © –
#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 16 Aug 2017

Quality of social media engagement trumps quantity of mentions in Middle East Airlines sentiment study
Quality of social media engagement trumps quantity of mentions in Middle East Airlines sentiment study

Brandseye analysed the social media universe of the four biggest Middle Eastern airlines according to social media conversation - Qatar Airways, Etihad, Emirates and Saudi Arabian Airlines...

4 Aug 2017

Analytics is critical, but data is being left out
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

Creating great customer service to elevate business
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
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
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
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

Paul Anderson
Analysing the CRM needs of a midsize business

NEWARK, US: CRM is key to any business's success, so how does one analyse the CRM needs of a midsize business to ensure that business will succeed and grow?

By Paul Anderson 2 Apr 2013

[2013 trends] Out-of-the-box branding
[2013 trends] Out-of-the-box branding

No, the concepts of "tribalism", "gamification" and "engagement" aren't a promo for the latest computer game, but are in fact the trends that will characterise the way companies and consumers interact in 2013. The branding industry is constantly developing and. while the following trends are evolutions rather than dynamic, short-term changes, we believe there are 10 areas that will define the brandscape over the next year.

By HKLM Exco Team 31 Jan 2013

Eugene Yiga
Marketing lessons from the Arab Spring

2011 was the year of the protester. But instead of discussing the bored trustafarians who 'occupied' the world lest they be denied something for the first time in their lives, I'd like to focus on the Arab Spring. How did it happen? And what can we as marketers learn?

By Eugene Yiga 13 Apr 2012

How to contribute to Bizcommunity, from op-ed pieces to news
How to contribute to Bizcommunity, from op-ed pieces to news

Bizcommunity.com has now expanded its operations into 16 new sectors and will soon venture into another 17, providing a whole new range of target audiences for advertisers. The most critical aspect of this is the quality of content and this is a formal invitation to you to become a recognised contributor on Bizcommunity.

Issued by Bizcommunity.com 3 Oct 2011

[2011 trends] Ever-changing ad industry, constantly developing trends
[2011 trends] Ever-changing ad industry, constantly developing trends

So what we can expect to see in 2011? The industry is always changing and new trends are constantly developing and therefore it is crucial to keep the following top of mind.

By Adene van der Walt 18 Jan 2011

[2011 trends] It's a Wild. Wired. Wellthy. World!
[2011 trends] It's a Wild. Wired. Wellthy. World!

The recent global recession has changed our world forever. In a new digital age, characterised by oversupply and too many product types in almost every market, the challenge for companies will be to locate and capture pools of high-profit demand and be able to move with speed and flexibility to take advantage of them. Here are 11 trends for 2011.

By Gisele Wertheim Aymes 18 Jan 2011

[2011 trends] A year of hard work for brands
[2011 trends] A year of hard work for brands

If 2010 could be summed up as soccer, vuvuzelas and national pride, 2011 will be all about the hard work of restoring the economy to sustainable growth, paying attention to environmental concerns and mastering the technologies that are changing the world. Here are a few trends to watch in 2011.

By Janice Spark 17 Jan 2011

Leaders grapple with tone from the top - PwC
Leaders grapple with tone from the top - PwC

Setting the right tone from the top is viewed as an increasingly important leadership skill that can make or break relationships with shareholders, employees, customers and business partners.

12 Jul 2010

Investment in speech analytics in call centres set to double

GLOBAL: Call centre spending on speech analytics is set to double worldwide, growing from around US$95 million in 2009 to US$180 million (about R720 million to about R1.36 billion, respectively) by 2014 according to Ovum.

By Published by Ovum, part of the Datamonitor group 23 Jun 2010

Press harassment hinders Niger's development, watchdogs warn

Press freedom groups agree that an increase in arrests, intimidation and harassment of journalists in Niger is impeding development in one of the poorest countries in the world.

16 Jan 2008

Algeria Telecom launches 48 calls centres

Algeria Telecommunications, the country's public operator of telecommunications services, is to establish 48 call centres to increase the number already in operation.

By Laeed Zaghlami 28 Nov 2007

Innovation is alive and well and living in loyalty programs

Innovation is alive and well among coalition loyalty programs around the world. Despite their advancing age, coalitions are continuing to innovate to keep their programs fresh and relevant to their target members. This applies equally in Africa as consumers' buying power increases, and retailers must think up new ways to keep existing customers and attract new ones.

9 Nov 2007

When someone telephones your company...

Do they get a response that encourages them to stay – or are they driven towards your competitors? How your staff talks to people who call can attract – or repel – those people. And that means a better business, or a failing one.

7 Sep 2007

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