Monday, June 16, 2025
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CX

Digital Transformation

Why Real-time Analytics are Crucial to Online Retail

Jenna Delport -
In the digital age, data is a currency all on its own. The retail sector has lagged in leveraging the value of real-time data, due to a number of factors. However, given the current economic climate, they can no...
Cloud Computing

CCaaS gaining traction among Kenyan SMEs

Jenna Delport -
Contact Centre as a Service (CCaaS) is fast becoming the preferred solution for contact centre operators across the globe, as it offers scalability as and when the operational needs of an enterprise change and provides several advantages over traditional...
Enterprise IT

Data Governance is Key to Differentiating CX

Jenna Delport -
Customer Experience (CX) has become critical to business success. Customers are no longer satisfied with blanket marketing attempts to sell them products they are not interested in. They demand highly personalised and relevant experiences, and this requires marketing to...
Digital Transformation

Embracing a self-service world to improve CX

Jenna Delport -
Irrespective of industry sector, 81% of customers want to take matters into their own hands and solve queries before reaching out to a contact centre agent. In fact, 67% of people prefer self-service over speaking to a company representative....
General

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

Kojo -
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...
General

Lack of attention to Customer Experience is costing your business-study reveals

Fundi Maseko -
Statistical analysis conducted by nlighten reveals that South African business leaders could be losing out on significant bottom-line gains for not paying attention to customer service. At a time that the economy is struggling, companies could be sacrificing as...
Cloud Computing

MTN selects Oracle Cloud Applications to drive digital transformation

Fundi Maseko -
Mobile telecommunications company, MTN has chosen Oracle Cloud Applications to drive digital transformations across all its core business operations. The implementation will help MTN drive efficiency, scale operations and integration across its local and regional operations. "MTN and Oracle partnered in...
General

The impact of AI on customer experience

Staff Writer -
At a time when technology is adopted to automate manually driven processes, companies need to avoid the temptation of replacing the human touch entirely. This is especially the case where artificial intelligence (AI) is used to refine the customer...
Top Stories

Top 5 common misconceptions about CX

Staff Writer -
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 consultant...
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Latest News

GeneralMamsi Nkosi -

TECNO and itel Present Tech Gifts Ideas for Father’s Day 2025

Father’s Day is around the corner, on 15 June. It is a time to celebrate, honor, and appreciate the...
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