Tag: customer experience (CX)

As more businesses face the technical realities of digital transformation and advance towards 4IR, the customer experience is always front-of-mind – and it is little wonder the call centre has emerged as the frontline of technology-driven, fully automated service delivery.

The future of technology in Africa is going to be spectacular, if the recent AfricaCom 2019 is anything to go by! The thousands of delegates, exhibitors and speakers who came together to share ideas and thoughts on the future of technology in Africa brought new perspective - our continent is past being seen as having 'potential' and has entered an era of 'collaboration' where we can fully explore the opportunity in Africa.

There is a technology that is disrupting the workplace, it’s called Robotic Process Automation (RPA). Using software ‘robots’ to mimic repetitive human interactions with computers, this technology can do these tasks much faster, without any rest and no errors that human are prone to making.

Hackers are becoming more brazen in the way they target organisations as they hunt for soft targets. Companies who see the value in outsourcing their customer experience services to contact centres should be wary of the risks this brings, coupled with the adoption of new technology.

With the Digital Revolution in full swing, data is to business what oxygen is to mankind. It is a crucial resource – one that enables companies, especially smaller ventures, to make better business decisions, grow their customer base, keep their competitive edge and secure funding.

With South Africa’s GDP growth forecast to be just 0.7% for 2019, most businesses are taking severe strain. To prevail in this difficult economic climate, each business will need to ensure that it is running an efficient operation. Here are some ways that small and medium businesses (SMBs) can reposition themselves to succeed in a downturn economy.

Mobile apps are the easiest way to connect and communicate with customers and they are also changing the way clients interact with brands and businesses. Business leaders are fast realising that mobile apps are one of the most effective strategies to boost business growth.

Thanks to digitalisation and the effective analysis of data, marketing continues to become more personalised and contextual. In fact, digital technologies enable companies to provide customers with relevant and quality experiences reflective of today’s real-time world. 

With so much hype surrounding new technology such as big data, cloud computing and AI, it is easy to miss the point of integrating them into your business operations: enhancing the performance of employees, and ultimately the business.

It has been said that the market is only one tweet away from a crash. This highlights the serious instability within today’s market. Businesses need to survive, let alone thrive in a massively complex and unstable world. They are spending significant amounts of time trying to predict the future needs of their clients, in an effort to provide them with a superior customer experience.