For years, companies have invested heavily in traditional customer experience (CX), believing that seamless interactions, intuitive digital journeys, and personalised...
customer experience
Of course not. That’s just not how we talk or communicate. Yet, brands and companies continuously rely on these arbitrary...
In an unprecedented announcement, FNB and Standard Bank have been named the shared winners of the inaugural Customer Experience Index...
Two months into 2025, most of the new year 'trends' articles have run their course. It’s good to know what...
While many retailers and hospitality establishments have perfected visual appeal and mastered the art of incredible service, there's one invisible...
Outsourcing business services is booming. From small enterprises to multinational giants, more and more organisations are partnering with business process...
Customers want to feel valued, and The Unlimited has turned this simple truth into award-winning success by reimagining how financial...
Businesses generally, and retailers specifically, have entered a period that can best be described as the holiday rush. High volumes...
As South Africa continues to rank in the world’s top 3 offshore customer experience (CX) delivery locations, the country’s status...
Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world. Labelled a ‘soft skill’,...
Using build-for-purpose enterprise artificial intelligence (AI) solutions to improve customer experience helps companies get to know their customers and use...
Outsourcing is surrounded by misconceptions. Dispelling these is crucial for businesses to make informed decisions about outsourcing and to fully...
The meteoric rise of the Internet has propelled customer experience to the top of the list – especially for e-commerce...
There’s no question that artificial intelligence (AI) is having a moment. While AI has the potential to transform every industry...
In an era where artificial intelligence dominates conversations about customer experience, there is a palpable fear among customer service agents...
In a world saturated with scripted chats and automated responses, intelligent assistants (IAs) emerge as the crucial bridge between digital...
South African customers are up against a barrage of challenges. Among the greatest of these is the financial pressure caused...
The rapid rise of generative artificial intelligence (GenAI) has been rather daunting for me – both as a writer and...
In today’s fast-moving digital environment, and with e-commerce becoming more popular, shoppers now expect a faster, easier and more intuitive...
Hino South Africa ended 2023 on a high note in terms of its customer experience ratings in the DataTrack Comparative Truck Study...
In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. Globally,...
Julie Rimmel, client liaison officer at Amplifin, believes customer care needs to move away from reactionary service to proactive engagement, particularly...
South Africans are navigating a protracted period of high interest rates, food and fuel prices, and low economic growth, which...
There is no disputing that customer experience (CX) is the key differentiator for companies looking to stay ahead of the...
