#CEMAfrica2017: Empowered customer experiences lie in multi-focused design
#CEMAfrica2017: Empowered customer experiences lie in multi-focused design

This year's CEM Africa conference once again gathered bright minds to share strategy and solutions aimed at honing customer experience. Among them was Sven Schoof, head of customer experience at online fashion retailer Spree, whose keynote focused on empowering customers to interact with your brand.

By Lauren Hartzenberg 5 hours ago

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. This trend was unpacked by Joe Fuster, global head of CX Cloud at Oracle, at the 6th annual Customer Experience Management Summit in Cape Town last week.

By Louise Marsland 5 hours ago

Image Supplied
Could Google become the dominant force in hospitality?

Google, whose mantra used to be ‘Don't be evil' (until it dropped it for the motto ‘Do the right thing'), is almost omnipresent in our lives these days. We use it for all sorts of online searches, whether it's trying to access arcane information or find our way from A to B.

By Stuart Pallister 7 hours ago

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? This was the question posed by Phakiso Tlali, director of customer experience in the Gauteng government, South Africa's most populous province and the economic hub of Southern Africa.

By Louise Marsland 3 days ago

Strictly business, but personal
Strictly business, but personal

In the movie, The Godfather, Michael Corleone, as played by Al Pacino, utters the immortal line to his on-screen brother, “It's not personal, Sonny, it's strictly business.” For a long time, this has been the strategy of companies seeking to stay competitive. Recent years have seen this maxim turned on its head; to be successful, your company should be spreading the news that “it's not just business; it's personal."

By Wynand Smit 17 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. As the Summit was completely sold out, these sessions were limited to 30 attendees max and it really was a tough choice deciding which to sit in on. I'm so glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business. Here's why.

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

You hired your employees for what they bring to the business and have trained them up on all your brand stands for, but do you trust them enough to run with their own ideas of the best customer experience? Chantel Botha of BrandLove shares why you need to cut the cord and let them do so 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

Customer experience or CX is undoubtedly a hot topic for your brand, but if all you do is talk about it in your silos, chances are you'll be left in the dust by your competitors who are taking those insights into what consumers want and making a change. Here's why you need to cut the red tape and take the plunge yourself, from the opening panel of CEM Africa 2017.

By Leigh Andrews 16 Aug 2017

MultiChoice team at CXA Awards © .
MultiChoice dominates first-ever CXA Awards

MultiChoice won four out of the six awards awarded at the first-ever CXA Awards held at the Century City Convention Centre in Cape Town last night. The other winners of the evening included the Gauteng Office of the Premier and Spree.co.za/Media24.

By Juanita Pienaar 16 Aug 2017

The CXA Awards - What it means for South African consumers
The CXA Awards - What it means for South African consumers

It was an honour to chair the CXA judging panel for the 2017 awards. And after gruelling hours of judging I want to acknowledge and thank the companies and individuals who put themselves out there to be considered for this prestigious award.

By Chantel Botha 14 Aug 2017