Tag: customer experience (CX)

Strengthening digital verification methods in financial services is essential to combat fraud, ensure regulatory compliance, and enhance customer trust in today's rapidly evolving digital landscape. Digital onboarding and real-time transactions are key to delivering a slick customer experience for financial services today. However, this open trading world has created gaps for financial criminals, including money launderers, terrorist financiers, and fraudsters, to exploit.

Empathy is a key differentiator in creating exceptional customer experiences. In an increasingly tech-driven business world, it stands out. Labelled a ‘soft skill,’ it is a complex trait to develop. This development requires self-awareness, emotional intelligence, and ongoing effort.

The first six months of the financial year were highly successful for the Group. Naspers accelerates growth with operations achieving topline growth of 24%. Consolidated e-commerce revenue reached US$3.3 billion during this period. Importantly, e-commerce adjusted EBIT increased fivefold to US$169 million.

The first six months of the financial year have been successful for the Group. Prosus accelerates growth with operations delivering topline growth of 26%. Consolidated e-commerce revenue reached US$3.0 billion during this period. Additionally, adjusted EBIT for e-commerce increased fivefold to US$181 million.

The findings of PwC’s inaugural Voice of the Consumer Survey highlight changing attitudes toward responsibly sourced and eco-friendly goods. Released in May 2024, the findings are based on 15 years of research and insights from over 20,000 shoppers in 31 countries. 46% of respondents reported buying more sustainable products to reduce their personal environmental impact. These evolving attitudes have caught the attention of South African e-commerce businesses, given the growth of online shopping.

Black Friday is almost here, raising stress levels for everyone involved. Shoppers rush to find valuable deals. Retailers need to achieve sales targets to satisfy shareholders. To succeed this year, organisations must maximise their retail technology investments and offer real value and superior customer experiences.

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.

When was the last time you bought something with physical cash or wrote out a cheque? In fact, how often do you even have to do money transfers on your laptop rather than your phone? When did you last have a one-on-one appointment with your insurance broker? Pick any area of finance and you’ll likely find similarly big changes over the past couple of decades. 

Global disruptions, economic uncertainty, and supply chain challenges have placed resilience at the forefront of boardroom agendas. One of the most effective ways for organisations to bolster resilience and enhance financial performance is by leveraging advanced data analytics.

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.