Insights & Research

Customers demand more instantaneous, personalized attention, and companies are leveraging new technologies that go beyond traditional voice and email customer service channels to meet those demands. B[...] Read More

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Customer relationship management (CRM) is about knowing every critical piece of information about your customers. It’s absolutely necessary to have a CRM platform that can harness and manage data abou[...] Read More

My key focus area is, and has always been, how the customer experience is founded upon the employee experience because I believe that focussing on your employees ultimately benefits your customers. Read More

Tell us a bit about your background and how you ended up in your current role. I have over 15 years’ marketing experience within FMCG, Tourism and Financial Services. I’ve worked as a marketing genera[...] Read More

Tell us a bit about your background and how you ended up in your current role. I have always worked in software, but as technology moved on I spent more and more time in customer facing roles. I have [...] Read More

What is the biggest challenge you face within your role today and how are you looking to tackle it? I think a challenge faced by many more traditional organisations (including our own) is how to put a[...] Read More

It’s now clear that all parts of your business need to be CX focussed – not just the front office. Gateway Bank is an example of a company so obsessed with customer centricity that they recently promo[...] Read More

Africa is at the centre of a global development crisis and customer experience professionals have the opportunity to influence economic growth and increase shareholder value with meaningful impact. Th[...] Read More

Customer experience is the only way that organisations are able to gain competitive advantage and hold on to their customers. It is the experience that customers have that will keep them coming back. Read More