Contributor articles CRM Global

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

How can your business reap the rewards of Black Friday while avoiding the customer service pitfalls?

Ryan Falkenberg 18 Oct 2024

Enhancing call centre hyper-personalisation with virtual agents

Enhancing call centre hyper-personalisation with virtual agents

Ryan Falkenberg 8 Aug 2024

Can AI help change how businesses view customer service emails?

Can AI help change how businesses view customer service emails?

Ryan Falkenberg 8 Jul 2024

A clever way to improve service delivery

A clever way to improve service delivery

Ryan Falkenberg 24 May 2024

Talking to chatbots sucks, but it doesn’t have to

Talking to chatbots sucks, but it doesn’t have to

Ryan Falkenberg 17 Jan 2024

3 things virtual agents can tell you about your business

3 things virtual agents can tell you about your business

Ryan Falkenberg 2 Nov 2023

Is your business taking the wrong approach to urgent customer conversations?

Is your business taking the wrong approach to urgent customer conversations?

Ryan Falkenberg 20 Oct 2023

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Providing customer experience excellence using analytics and intuition

Yudhvir Seetharam 3 Jul 2023

Source: ©Anawat sudchanham -

5 reasons why superior customer service is critical to success

Nadia Coetzer 14 Apr 2023

Why listening to what your customers want is a terrible idea

Why listening to what your customers want is a terrible idea

Jonathan Cherry 19 May 2022

Cracking the omnichannel retail conundrum

Cracking the omnichannel retail conundrum

Ajay Lalu 18 Feb 2022

Source: Getty

Delivering exponential value: A retail resolution for 2022

Jonathan Hurvitz 15 Dec 2021

Source: Pexels

Retailers, ignore customer experience expectations at your peril

Ajay Lalu 3 Nov 2021

Ryan Falkenberg, co-CEO at Clevva | Image Supplied.

Why companies struggle with digital self-service

Ryan Falkenberg 2 Aug 2021

Your customers don't want to talk to a human, help them help themselves

Your customers don't want to talk to a human, help them help themselves

Ryan Falkenberg 9 Jul 2021

Credit: Getty

3 ways to reinvent retail customer engagement in a post-Covid world

Robbie Kearns 28 Apr 2021

Consumer convenience a competitive advantage in a connected world

Consumer convenience a competitive advantage in a connected world

Jonathan Hurvitz 13 Apr 2021

Delivering your customer experience at every customer touchpoint

Delivering your customer experience at every customer touchpoint

Paula Sartini 22 Dec 2020

Embrace self-service to improve customer experience

Embrace self-service to improve customer experience

Wynand Smit 17 Feb 2020

Image credit: Getty

Equip retail staff to be brand ambassadors and boost your bottom line

Mark Thomson 3 Oct 2019

Prevent poor customer service from killing your brand

Wynand Smit 19 Aug 2019

5 ways to drive growth through customer retention

5 ways to drive growth through customer retention

Kirsty Sharman 25 Jul 2019

#SeamlessSA: A holistic approach to delivering great retail customer experience

#SeamlessSA: A holistic approach to delivering great retail customer experience

Lauren Hartzenberg 20 Mar 2019

Safeguard your customer relationships this Black Friday

Safeguard your customer relationships this Black Friday

Wynand Smit 13 Nov 2018

Retail and etail to work as a team not the opposition

Retail and etail to work as a team not the opposition

Julia Ahlfeldt 23 Oct 2018

Individualisation: The powerful trend shaping retail customer experience

Individualisation: The powerful trend shaping retail customer experience

Ian Steyn 18 Oct 2018

How to stay afloat when fake online reviews could sink your business

How to stay afloat when fake online reviews could sink your business

Daniella Shapiro 27 Sep 2018