Tag: customer experience (CX)

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.

E-commerce, e-tail or online shopping – whatever you call it, its adoption among South Africans has almost reached ubiquity, sitting steady at 6% of the total retail pie (on and offline purchasing), with 86% of online consumers (49% of which have a household income of less than R10,000.00 per month) reporting that they have purchased online. This is according to the sixth annual South African Customer Experience Report.

The telecom industry stands at a critical juncture as it navigates the convergence of emerging technology against a fast-changing business landscape and ever-evolving consumer expectations. Artificial Intelligence (AI) is revolutionising the telecom industry, and we are at the forefront – helping to drive revenue growth by simplifying, modernising and automating Communications Service Providers' (CSPs) business operations.

One significant challenge facing African manufacturers is inadequate reporting and analysis capabilities. This often results in inefficient decision-making processes due to siloed data, limiting the ability to respond to changing conditions quickly.

Global tourism has begun surpassing its pre-COVID-19 peak. South Africa remains a popular tourist destination with the hospitality sector contributing significantly to its gross domestic product (GDP). Competition in the hospitality industry is intensifying, making the marginal and not-so-marginal gains offered by artificial intelligence (AI) a vital consideration for any hospitality operator.

Over the past couple of years, implementation of automation in business, along with measured adoption of artificial intelligence (AI), has given businesses in the service industry the ability to enhance their workforce and their operations. This is because automation can take over many of the manual, admin-heavy tasks that can be very time-consuming for a workforce - particularly valuable in field service management (FSM) where there are many moving parts.

For any business involved in local or global trade, a robust supply chain is key to sustainable success. The simple reality is that trade disruptions come in many forms, from natural disasters and geopolitical crises, to trade conflicts and even pandemics; and in all these scenarios, a strong supply chain is required to keep a business running, avoid losses, and retain its edge over the competition.

In a country as diverse as South Africa, with its rich tapestry of languages and cultures, the importance of speaking to audiences in their own language cannot be overstated. Cultural diversity is not just a buzzword; it's a driving force for economic growth, social cohesion, and sustainable development.

COVID-19 came with its own challenges for businesses, requiring companies to pivot and adapt to new ways of working and changed the working environment completely. Small auditing firms were not spared from this, they needed to quickly adapt and fully equip their employees with resources to ensure that they continue to operate and serve their client’s needs.

With brands recognising the power of conversations, AI-driven solutions, and phygital experiences, consumers can anticipate more personalised, seamless, and satisfying engagements with businesses this year. As technological innovations continue to shape the business landscape, 2024 is poised to be a transformative year for customer experience (CX).