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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

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

Media storm hits Nairobi over restaurant's 'no-Africans after 5' ban
Media storm hits Nairobi over restaurant's 'no-Africans after 5' ban

NEWSWATCH: According to The Voice in Kenya's capital Nairobi, a Chinese restaurant bans Africans after 5pm as it deems they could be a terrorism threat...

25 Mar 2015

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

The responsive brand: how to handle social media
The responsive brand: how to handle social media

It took six months after the first reporting of the rear windows of Opel Corsa Lites shattering for the manufacturer to issue a recall. Today, this matter would have been handled very differently...

By Danette Breitenbach 3 Nov 2014

Yuppiechef creams customer service with common sense
Yuppiechef creams customer service with common sense

Many a retailer will sing to the tune of "The customer is always right", but not a lot actually live the phrase, much less invest any time or innovation in it. Luckily for you and I, this age of short-term vision is drawing to a close.

By Sindy Peters 5 Dec 2013

Strat planning for client service and non-planners: Cape Town, 10 April

A one-day course for client service to fulfil their role more effectively will take place in Cape Town on 10 April. The course is also suitable for PR practitioners as well as those who do not have planning as a line function.

Issued by Stratplanning 3 Apr 2013

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

Tigo listed among top social brands on Facebook
Tigo listed among top social brands on Facebook

Tigo Tanzania has been named among the top global socially devoted brands on Facebook in a report issued by SocialBakers on the 7 February 2013, covering a study on the world's top 10 socially devoted brands on Facebook in the last quarter of 2012. Tigo Tanzania is the only telecom company from central, eastern and southern Africa in the ranking among some of the world's biggest brands.

19 Feb 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

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

Bizcommunity launches new dedicated sectors, newsletters
Bizcommunity launches new dedicated sectors, newsletters

Bizcommunity.com - South Africa's largest online B2B publisher - is set to grow even more with the introduction of 16 new content channels, with weekly newsletters, as from last week Tuesday, 20 September 2011.

Issued by Bizcommunity.com 20 Sep 2011

AccessKenya automates its customer service
AccessKenya automates its customer service

The AccessKenya group announced this week that it has completed full automation of its customer service through the acquisition and integration of the Internet Protocol Contact Manager (IPCM) and HEAT system from the US-based Frontrange Systems. The two systems have further been integrated with the new AVAYA PBX.

24 May 2011

Brand Inside and Y&R brands in new partnership
Brand Inside and Y&R brands in new partnership

The Brand Inside from the UK and Young & Rubicam Brands have gone into a partnership that aims to help Kenyan companies bridge the gap between brand promise and customer experience.

By Carole Kimutai 22 Mar 2011

SMS becomes a business, healthcare tool

SMS is used more in customer relationship management (CRM) in developing countries like SA than in other markets because more individuals have cellphones than internet access.

By Jennigay Coetzer 17 Mar 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

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