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CEM

CEM 2019 aims to set a new benchmark in the Customer Experience Battleground

Customer Experience Management (CEM) 2019 is said to be the largest Customer Experience Management Summit in Africa, with many companies attending the event and giving keynote presentations to press and consumers. CEM 2019 will take place between 31 July...

MTN Nigeria partners Nokia to launch customer service platform

MTN Nigeria in partnership with Nokia has launched the first phase of its Customer Experience Management (CEM) platform which uses a cognitive analytical tool based on generated data about the customer, it will allow MTN to monitor its network...

Tech trends set to dominate hospitality in 2018

Destinations often focus on where travellers are choosing to go, since places can become trendy – one year it may be Bali, the next, Dubai. These kinds of consumer trends have featured heavily on lists for many years. Increasingly,...

The 9 top trends in CEM today

Speaking at the recent Interactive Intelligence Customer Experience Executive Forum in Johannesburg and Durban, Gareth Mellon, Programme Manager ICT for Frost & Sullivan South Africa, said customer loyalty was becoming an outdated term. “Loyalty implies an emotional connection. Customers are...

Harness the power of Customer Experience Management

New innovations at both a customer-facing and a back-office level can ensure the contact centre is able to turn customer relationships into valuable corporate assets In increasingly commoditised markets, the most important way for an organisation to distinguish itself from...

Comverse – moving into a new era of IT-based customer service

African telecommunications has reached a turning point and the question that service providers across the spectrum of ICT now face is this: how can the organisation be adapted to the changing needs of the market and deliver a service...
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Global Strategic Alliance to Deliver Comprehensive Cyber Resiliency

Kyndryl and Veeam Software have established a strategic alliance aimed at delivering resilient services to customers globally. This partnership integrates...
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