Tag: customer experience (CX)

Artificial Intelligence (AI) and machine learning algorithms have fast-tracked automation in South Africa’s insurance industry. However, these solutions also introduce unique cybersecurity vulnerabilities. Specifically, adversarial attacks can compromise the accuracy of risk assessments, bypass fraud detection and disrupt claims processing. Without proper digital security in place, this can lead to compliance violations and severely damage the reputation of local insurers.

Artificial intelligence (AI) and data have the potential to radically transform contact centre quality assurance (QA). Where continuous improvement has traditionally been incremental, AI can drive progress in giant leaps. In the world of customer loyalty programs, contact centres play a pivotal role in the customer experience.

Three months into 2025, most new year “trends” articles have run their course. It is helpful to know what is coming. Businesses also need to understand where they must evolve to stay relevant. However, one constant remains clear in all this. Communication continues to evolve at an unprecedented pace.

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.

We live in an era of unprecedented transformation. Artificial Intelligence is taking productivity and profits to new heights. Imagine cutting product development timelines in half. You could boost productivity by more than 20%. You could unlock entirely new revenue streams. AI can create hyper-personalised customer experiences.

Remember when smartphones were just getting smart, and we thought, "can it get any better than this?" Well, here we are, standing on the cusp of another revolution - this time with Artificial Intelligence (AI) as our co-pilot. It is like we have been handed the keys to a futuristic car that not only drives itself but also tells jokes to keep us entertained on the journey. But how do we make the most of this incredible partnership?

Just as Generative Artificial Intelligence transforms customer experiences and revenue streams, it significantly impacts workforce strategies and employees. According to Slack research, executive urgency to integrate Artificial Intelligence (AI) tools into business operations has grown sevenfold over the past six months.

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.