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Posts Tagged ‘Customer experience’

  • The top 5 customer experience trends for 2019

    January 9, 2019 • RetailComments Off on The top 5 customer experience trends for 2019

    2018 has indeed been a tough year for South African businesses. Many organisations have faced closing their doors or reinventing themselves in order to remain in business. Now more than ever, companies need to differentiate themselves, and the most viable way...

  • Ocular Technologies transforms, stays on the cutting edge

    October 25, 2018 • Company News, Southern AfricaComments Off on Ocular Technologies transforms, stays on the cutting edge

    Specialist customer engagement and digital experience solutions provider, Ocular Technologies is currently undergoing a transformation, announcing the departure of chief operation officer (COO), Ebrahim Dinat, as well as a broadening of its existing solution...

  • Research Director and author of Gartner’s Hype Cycle for Emerging Technologies, Mike Harris

    Mike Harris delivers opening keynote at Gartner Symposium ITXPO 2018

    September 17, 2018 • Events, Top StoriesComments Off on Mike Harris delivers opening keynote at Gartner Symposium ITXPO 2018

    The annual Gartner Symposium ITXPO kicked off at the Cape Town International Convention Centre on Monday, 17 September 2018. The three-day conference is set to bring Africa’s leading CIOs and senior IT executives together in Cape Town to discuss key topics...

  • In-store digital signage influences the customer journey

    In-store digital signage influences the customer journey

    February 20, 2018 • General, RetailComments Off on In-store digital signage influences the customer journey

    “In recent years in-store digital signage has evolved at high-speed and further innovations and advancements will continue to fuel this technology evolution in the retail space,” says Andrew Ridl, CEO of One Digital Media (ODM), a supplier of Digital...

  • Making customers central to the digital journey is key for banks, insurers

    Making customers central to the digital journey is key for banks & insurers

    December 27, 2017 • General, Online & Social, Southern AfricaComments Off on Making customers central to the digital journey is key for banks & insurers

    For years, the power of digital has seen it placed at the top of strategic plans and interventions to streamline and add value to business processes and the bottom line overall. The introduction of digital technologies has undoubtedly impacted on businesses...

  • The rise of the millennial workforce has driven the evolution of tech

    Millennial customers are here! Are you ready?

    December 11, 2017 • Retail, Southern AfricaComments Off on Millennial customers are here! Are you ready?

    It’s because of circumstance. Millennial customers are more fastidious when it comes to customer service than previous generations – and at the same time they are also fiercely loyal. They have grown up with a plethora of tools and a variety of...

  • To build a better customer experience, start with the architecture

    To build a better customer experience, start with the architecture

    November 30, 2017 • GeneralComments Off on To build a better customer experience, start with the architecture

    Most brands are looking at the customer experience as the most powerful way they have to set themselves apart in a market where it’s becoming increasingly difficult to compete on price and product features alone. They’re ramping up investment in customer...

  • 3 applications for video in channel communication

    Complex financial transactions need simple solutions

    September 27, 2017 • Finance, Southern Africa, Top StoriesComments Off on Complex financial transactions need simple solutions

    According to the recent global Customer Experience in Banking Survey, 68% of South African customers cited getting the same level of experience and service across all channels as a priority, reflecting a common preference for African nations who want to have...

  • Transformation in Africa’s digital retail landscape

    Digitising Retail: The 360-degree customer journey

    September 26, 2017 • East Africa, North Africa, Retail, Southern Africa, West AfricaComments Off on Digitising Retail: The 360-degree customer journey

    Retail, like most industries, is undergoing a transformation. The shopping experience is no longer a linear one, where a person simply enters a store, makes a purchase and leaves, never to return (unless there is, of course, a complaint). It is cyclic. With...

  • Microsoft and the CPGR unveil medical research and healthcare platform

    How IoT is revolutionising healthcare

    September 19, 2017 • East Africa, Healthcare, Internet of Things, North Africa, Southern Africa, West AfricaComments Off on How IoT is revolutionising healthcare

    The Internet of Things (IoT) is evolving quickly, and on a global scale. The healthcare industry has cottoned on to this trend and already we are seeing a host of applications and connected devices entering the market, bearing the promise of improving the...

  • The customer service journey of the future

    July 11, 2017 • GeneralComments Off on The customer service journey of the future

    In the movie Big Hero 6, the inflatable Baymax robot is a healthcare companion who can diagnose and suggest treatment based on the 10,000 medical procedures he has learnt, all within a two-second body scan. So, how far off are we from using such technology...

  • 3 applications for video in channel communication

    Connecting channels for enhanced CX

    April 18, 2017 • General, Online & Social, RetailComments Off on Connecting channels for enhanced CX

    Despite 80 percent of companies recognising that Customer Experience should be prioritised, few are tackling the challenge, especially when it comes to integrating channels. A multi-channel approach is a manageable one that thrives on the same principles of...

  • Customer service on a shoestring

    What is the cost of keeping customers happy?

    September 13, 2016 • FeaturesComments Off on What is the cost of keeping customers happy?

    Customer experience management has traditionally been about customers being able to rate a business based on their interaction, or a business gathering information to better understand what a customer is thinking to provide a better service. But according to...

  • Top 5 common misconceptions about CX

    June 27, 2016 • Top StoriesComments Off on Top 5 common misconceptions about CX

    While some South African companies have opened themselves to the opportunities offered by Customer Experience (CX), many either do not fully understand it or simply see it as a bolt-on to existing systems. Qaalfa Dibeehi, Forrester’s VP and principle...

  • Q&A: Africa’s customer experience is evolving

    September 6, 2011 • Top StoriesComments Off on Q&A: Africa’s customer experience is evolving

    ITNewsAfrica caught up with keynote speaker Micheal Baucke, Alcatel-Lucent Customer Experience Transformation Programme Director for Europe, Middle East and Africa (EMEA) during a break at the 14tn annual SATNAC conference in East London, South Africa. During...