Tag: customer experience (CX)

With Amazon readying itself to launch in South Africa in February 2023, forward-thinking local retailers and e-tailers are gearing up their businesses to leverage the country’s R30 billion per year e-commerce market. Globally, Amazon dominates online sales and has driven enormous disruption in the market.

The way customers communicate with companies has evolved rapidly, which is why businesses are now placing a greater focus on delivering on the unprecedented flexibility and convenience demanded by customers. To avoid being left behind by competitors and new technology-centric entrants in the marketplace businesses are deploying unified communication solutions as a business imperative.

The fact that 57% of marketing executives admit they often don’t have the data to understand customers or anticipate their needs is an existential problem. No matter the industry, customer data and insights are vital to helping deliver meaningful experiences, create strong engagement and achieve customer satisfaction.

It has become an accepted fact that data is the single most important resource organisations have, with the potential to transform companies, unleash organic growth, and even improve the human condition. And as consumers begin to voice their expectations for personalisation and customer experience, the need for data management has never been more strategic.

Global spending on digital transformation is projected to reach $1.8 trillion this year, reflecting just how important the integration of digital technologies into all aspects of an organisation has become. And thanks to the impact of the pandemic, local companies have also accelerated their transition into a more digital-forward way of thinking. 

MultiChoice Group (MCG, or the group), Africa’s leading entertainment company, delivered steady margins for the year ended 31 March 2022 (FY22). Reduced losses in the Rest of Africa (RoA), a rebound in advertising revenues and a continued focus on cost containment enabled us to absorb the R1.1 billion impact of a normalisation in content costs as live sport returned and we resumed our local content production post the COVID-19 lockdowns.

The insurance industry was once a bastion for slow, conservative business practices. But as other industries have either embraced digital transformation or have been radically upended by technology-driven startups, most insurers have realised that they have to follow suit.

From a purely scientific point of view, colour is simply one aspect of an object that is created by the forms or wavelengths of light it reflects or emits. But for us humans, there is so much more to colour than a dry scientific definition. When we see a colour, it triggers a variety of chemical reactions in our brain, leading us to experience an emotional response.

Customers expect an easy, hassle-free omnichannel shopping experience; and digital innovation is the answer that retailers have been waiting for. It has been rapidly transforming retail value chains in recent years.

Although many retailers have successfully implemented omnichannel services like same-day shipping, in-store pickup or home delivery, research shows that only a third of retail executives said this was a regular service, while 62% said it was just for the 2021 holiday season.