Tag: customer experience (CX)

Customer experience is a growing priority for organisations, as it should be as it is becoming the most critical factor for customers selecting your brand over another. As such companies need to implement measures to meet customer expectations and deliver consistent customer experiences at every customer touchpoint.

The modern smartphone user has an average of 35 mobile applications installed on their devices. However, only 5 of these are used most often, and many of them are removed after the first use. It seems like a paradox: people are sick of downloading apps, but apps are more popular than ever.

It’s these experiences that feed into the latest SA-csi for Life Insurance (2018) we conducted. The index provides highly scientific insights into the overall level of satisfaction of customers of South Africa’s major life insurers – 1Life Insurance, Absa Life, Discovery Life, FNB Life, Liberty, Metropolitan, Momentum, Old Mutual and Sanlam.

The local contact centre industry is thriving and has seen substantial growth over the last four years, as South Africa became an enticing destination for offshore business. Concurrently, telcos across the world are seeking to improve their customer experience and reduce operating costs, largely due to disruptive business models, ever-increasing competition and the rising digital wave.

Mteto Nyati knew years ago as a schoolboy in Mthatha, working behind the counter at his mother’s trading store, that he wanted to fix and build things. After completing his studies in mechanical engineering at Natal University, he turned down a Rhodes scholarship and headed for Johannesburg to take up a position at Afrox.

As digital transformation continues to evolve the business landscape, the market remains fiercely competitive for businesses and brands – especially when it comes to customer loyalty and retention. One industry where this rings especially true is aviation, where customers’ requirements for on-demand access to expert airline consultants must be met through a variety of channels when navigating their travel experience.

The Contact Centre Management Group (CCMG), the only professional body for contact centres in South Africa, will be hosting its 9thannual conference and expo on October 31 and November 01 this year at the Gallagher Convention Centre in Johannesburg.

Organisations looking for growth in 2020 and beyond should question long-standing beliefs about business growth in favour of fresh new beliefs and behaviours. This is the outcome of the most comprehensive global study ever done, spanning 73 countries, interviews with 500 senior executives, 1,500 online survey contributions, and artificial intelligence analysis of over 3,500 pieces of literature

Customer Experience (CX) has become a global buzzword, since it was identified as a key opportunity for growth in any business. Research proves that customers no longer base loyalty primarily on price or product, instead they stay loyal to companies because of the experience they have with them.

Over the past few years, companies have started paying increasing amounts of attention to customer experience (CX). While the idea behind it (customers will keep coming back to a business if they have a good experience), is hardly new, it’s become more and more of a science.