11 min read
In the years since I founded the Consumer Psychology Lab, I have sat with hundreds of leadership teams who are...
customer experience
11 min read
5 min read
According to PwC’s 2025 Customer Experience Survey, more than half (52%) of consumers have abandoned a brand due to a...
7 min read
Discovery Bank has emerged as the leader in South Africa’s latest consumer banking customer experience rankings, according to the 2025...
9 min read
Customer experience (CX) outsourcing has become far more complex than simply choosing a contact centre provider in the right geography...
9 min read
Small businesses don’t fail because they don’t work hard. They fail, plateau or stay 'small' because they run out of...
8 min read
Customer experience (CX) outsourcing is entering a new era. For years, the industry was measured by scale: seat counts, headcount...
5 min read
Every small business owner wants happy, satisfied customers. But are those customers coming back? Loyalty is not only the holy...
6 min read
Most small business owners I meet share a similar story. They started with a brilliant idea, poured their energy and...
6 min read
South Africans demonstrate a remarkably high level of satisfaction with their life insurers, according to groundbreaking research released this week...
6 min read
The use of artificial intelligence (AI) in retail continues to generate discussion. This is largely due to the benefits that...
6 min read
Modern consumers are no longer satisfied with being “delighted” by good service, rather they expect instant results, full transparency, and...
5 min read
For years, companies have invested heavily in traditional customer experience (CX), believing that seamless interactions, intuitive digital journeys, and personalised...
6 min read
Of course not. That’s just not how we talk or communicate. Yet, brands and companies continuously rely on these arbitrary...
7 min read
In an unprecedented announcement, FNB and Standard Bank have been named the shared winners of the inaugural Customer Experience Index...
5 min read
Two months into 2025, most of the new year 'trends' articles have run their course. It’s good to know what...
5 min read
While many retailers and hospitality establishments have perfected visual appeal and mastered the art of incredible service, there's one invisible...
7 min read
Outsourcing business services is booming. From small enterprises to multinational giants, more and more organisations are partnering with business process...
4 min read
Customers want to feel valued, and The Unlimited has turned this simple truth into award-winning success by reimagining how financial...
5 min read
Businesses generally, and retailers specifically, have entered a period that can best be described as the holiday rush. High volumes...
8 min read
As South Africa continues to rank in the world’s top 3 offshore customer experience (CX) delivery locations, the country’s status...
9 min read
Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world. Labelled a ‘soft skill’,...
6 min read
Using build-for-purpose enterprise artificial intelligence (AI) solutions to improve customer experience helps companies get to know their customers and use...
10 min read
Outsourcing is surrounded by misconceptions. Dispelling these is crucial for businesses to make informed decisions about outsourcing and to fully...
5 min read
The meteoric rise of the Internet has propelled customer experience to the top of the list – especially for e-commerce...
6 min read
There’s no question that artificial intelligence (AI) is having a moment. While AI has the potential to transform every industry...
9 min read
In an era where artificial intelligence dominates conversations about customer experience, there is a palpable fear among customer service agents...
3 min read
In a world saturated with scripted chats and automated responses, intelligent assistants (IAs) emerge as the crucial bridge between digital...
6 min read
South African customers are up against a barrage of challenges. Among the greatest of these is the financial pressure caused...
7 min read
The rapid rise of generative artificial intelligence (GenAI) has been rather daunting for me – both as a writer and...
6 min read
In today’s fast-moving digital environment, and with e-commerce becoming more popular, shoppers now expect a faster, easier and more intuitive...
2 min read
Hino South Africa ended 2023 on a high note in terms of its customer experience ratings in the DataTrack Comparative Truck Study...
7 min read
In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. Globally,...
6 min read
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...
