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Jessica Taylor
[CEM Africa Summit] Shiny happy customers

Key to customer experience management is understanding the customer as an individual, but first you have to know your customer service staff, not as the call centre, but as internal and external customers. And then learning how to make them happy and, ultimately, your other customers too...

By Jessica Taylor 29 Jul 2015 11:30

South African retailers are missing massive profit opportunities - Chris Moerdyk
South African retailers are missing massive profit opportunities

Not only is retail advertising generally inefficient in South Africa but the majority of the big chains are missing out on profit opportunities by letting customers leave their stores unhappy.

Issued by Chris Moerdyk 28 Jul 2015 12:02



[CEM Africa Summit] Employee satisfaction = customer satisfaction
[CEM Africa Summit] Employee satisfaction = customer satisfaction

The second day of the Customer Experience Management (CEM) Africa workshop kicked off with moderator Jordan Gray talking about delighting customers and streamlining workflow...

By Leigh Andrews 28 Jul 2015 06:00

[CEM Africa Summit] CEM for the tech-enabled African future
[CEM Africa Summit] CEM for the tech-enabled African future

You need to keep an eye on future trends from the rest of the world to better manage your business' current customer experience. Some of these trends were shared in the Customer Experience Management Africa plenary session...

By Leigh Andrews 27 Jul 2015 06:00