Tag: customer experience (CX)

Whether you’ve been retrenched, and need to get your business idea off the ground as soon as possible, or you’re launching a side hustle to earn an additional income; existing online is key to your success. The internet is where customers go to search for products and services, read reviews, and spend their hard-earned cash.

Businesses who still think that brand and customer loyalty are what will keep them ahead of the competition, are in for a nasty surprise. In today’s age of digital transformation and accelerated technological change, customers are looking for exceptional experiences, and are shifting their loyalties to the brands that offer them.

Spending the past two years in a pandemic-state has not only changed the face of the media landscape but has meant that the media sales industry has had to evolve to remain relevant. There is a vast amount of information around the expanding media landscape that one might feel overwhelmed by the torrent of changing advertiser needs.

The customer satisfaction gap between South Africa’s banks is closing rapidly, with the digital acceleration brought about by the pandemic being a significant equaliser. Banks are under significant pressure to reinvent their customer value propositions and differentiators at a time when technology and digitisation are making them increasingly invisible to their customers - until things go wrong.

The life insurance and annuity industry proved resilient in 2021, even in the face of the many challenges associated with COVID-19. It’s now a given that the pandemic forced insurers to adopt digital technologies and operate more in the digital space. This digital shift is the source of the industry’s resilience as more companies, and customers, enjoy the benefits of their digital transformations.

Today, most companies know that a great customer experience (CX) is their best hope of standing out from their competitors. Many are also aware of the fact that communication is key to building those experiences. After all, so much of CX is about building relationships and, as any therapist will tell you, communication is vital to a healthy relationship.

The good news is: the digital marketing revolution is far from over and it’s providing new and exciting opportunities for marketing professionals to raise brand awareness and expand market share. Last year's important trend, personalisation, continues to be relevant as customers demand that their brands understand them better.

Despite innovation and change in the finance function, many CFOs are taking on this critical leadership role only to continue running the finance function as is. The actual value-unlock is achieved by digitising your finance function to free up your teams to focus on improved capital allocation, identification of growth opportunities and innovation as well as the application of sustainability techniques to drive down operating costs and reduce your organisation's carbon footprint.

The way customers are engaging in today's new digital world has changed and is still evolving rapidly. We use technology to open bank accounts, work online and buy products. Technologies empower people to behave differently, which has led to digital disruption and a much more empowered consumer.

The Chief Financial Officer (CFO) role has evolved significantly. No longer is it a hindsight role recording what happened, but it has pivoted to give future-focussed business-critical direction.