Tag: customer engagement

As new and emerging technologies, such as Artificial Intelligence (AI), continue to reshape the business world, change is inevitable. We are calling on Small and Medium Enterprises (SMEs) to look beyond the hype. They should focus on harnessing AI as a genuine catalyst for operational improvement and enhanced customer engagement.

The commercial printing industry is undergoing a profound transformation, with inkjet technology at the forefront of this evolution. Inkjet continues to solidify its role in 2025 as a pivotal driver of innovation, enhancing print quality, operational efficiency, and sustainability while creating new opportunities for businesses to excel. Clearly, inkjet drives innovation across multiple sectors.

Along with the rest of the world, Africa is using artificial intelligence (AI) to crunch large datasets, boost productivity, improve customer relations and even save lives. Africa is harnessing AI power to reshape industries and communities. The benefits AI is expected to bring to the world are enormous.

Generative AI has captured the imagination of businesses, governments and society at large. The possibilities seem limitless. These include transforming customer experiences, designing new business models and reinventing how industries operate.

In Kenya's competitive banking and finance sector, converting customer interactions into successful transactions is critical. Financial institutions aim to distinguish themselves through this strategy. With the country’s rapidly expanding mobile penetration, there is a need for innovative communication strategies.

Does anyone remember when banks and insurance companies lamented that customer information couldn’t be leveraged effectively? This was because it was locked up in silos. Surprisingly, you don’t need a long memory - this was only about 12 months ago. And it remains a major issue for large organisations. Many still struggle to integrate disparate divisions dealing with the same customers, but separately.

Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction. We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue.

In the dynamic landscape of small businesses, effective communication stands as a cornerstone for success. It’s not merely about exchanging information but fostering relationships, aligning goals and driving growth.

South African banks have weathered rough seas during the past year, with many of their customers coming under severe pressure from a stagnant economy, rising cost of living and high interest rates. Despite these storms, the financial services industry is still delivering good profits and growth, but there is constant pressure to maintain these results amid the adverse market trends and pressures that are currently shaping the landscape.

World Innovation and Creativity Day fell on the 21st of April, reminding us of the boundless potential inherent in human ingenuity and technological advancement. Artificial Intelligence (AI) stands at the forefront of this celebration, reshaping the landscape of business operations and customer engagement. The combination of advanced data analytics with cloud computing has propelled AI into the spotlight, making its integration more accessible across industries.