SOUTH AFRICA Enhancing call centre hyper-personalisation with virtual agents[Ryan Falkenberg] Virtual agents may finally solve the problem, combining powerful data and language processing models with adaptable personas to deliver a hyper-personalised response... | |
SOUTH AFRICA Can AI help change how businesses view customer service emails?[Ryan Falkenberg] Despite numerous apps promising to replace email over the years, the number of emails sent is set to keep growing, reaching 392.5 billion by 2026... | |
SOUTH AFRICA A clever way to improve service delivery[Ryan Falkenberg] It’s no secret that South Africa has a service delivery problem... | |
SOUTH AFRICA The future of conversational chat channels in SA[Evan-Lee Courie] Orediretse Molebaloa, sales engineering chapter lead at Infobip, shares some insights into the future of conversational chat channels in South Africa... | |
SOUTH AFRICA Talking to chatbots sucks, but it doesn’t have to[Ryan Falkenberg] For years, industry mavens promised that they would fundamentally transform customer service. Unlike human agents, the thinking went, chatbots are available 24/7... | |
SOUTH AFRICA 3 things virtual agents can tell you about your business[Ryan Falkenberg] If you're a CEO or even a high-ranking executive, you're probably confident you know everything (or almost everything) about your business. But there's a good chance you're missing out on vital information... | |
SOUTH AFRICA Exceptional CX is key to sustainable growthAndrew Bourne, Regional Manager, Zoho | |
SOUTH AFRICA Providing customer experience excellence using analytics and intuitionSource: © michaeljung - Fotolia.com | |
SOUTH AFRICA 5 reasons why superior customer service is critical to successSource: ©Anawat sudchanham - 123RF | |
SOUTH AFRICA Why listening to what your customers want is a terrible idea[Jonathan Cherry] Your customers are leading you in the wrong direction, writes futurist Jonathan Cherry... | |
SOUTH AFRICA Extending e-commerce to m-commerce and q-commerce: The ABCs of CX in 2022 - Kantar[Andrew Wiseman] When it comes to delivering winning customer experience to today's consumers, brands need to streamline their focus and deliver on their promise of seamless CX in a channel-less world... | |
SOUTH AFRICA Retailers, ignore customer experience expectations at your perilSource: Pexels | |
SOUTH AFRICA Cracking the omnichannel retail conundrum[Ajay Lalu] It's not enough to offer both brick-and-mortar and digital options - consumers expect a consistent experience across both real-world and online channels... | |
SOUTH AFRICA Delivering exponential value: A retail resolution for 2022Source: Getty | |
SOUTH AFRICA #CEM21: Managing customer needs - Humans vs tech or human and tech?Source: ©Andriy Popov - 123RF | |
SOUTH AFRICA Why companies struggle with digital self-serviceRyan Falkenberg, co-CEO at Clevva | Image Supplied. | |
SOUTH AFRICA Your customers don't want to talk to a human, help them help themselves[Ryan Falkenberg] Counter to the tired comedy tropes about customers wishing they could "just speak to an actual human being", most people would actually rather solve queries and problems themselves... | |
SOUTH AFRICA Equip retail staff to be brand ambassadors and boost your bottom lineImage credit: Getty | |
SOUTH AFRICA 3 ways to reinvent retail customer engagement in a post-Covid worldCredit: Getty | |
SOUTH AFRICA Consumer convenience a competitive advantage in a connected world[Jonathan Hurvitz] Convenience is at the heart of what consumers expect from the products and services they use, says Teljoy CEO Jonathan Hurvitz... |