Tag: customer experience (CX)

Globally, the shift towards automation is being driven by the need to increase agility and provide customers with a greater sense of immediacy. In the South African context, particularly in the tough economic environment businesses currently find themselves in, these drivers are coupled with a greater need to retain customers and gain market share. After all, a great customer experience can lead to a substantial competitive advantage.

Today’s consumers are more informed than ever about their purchasing decisions. They are constantly connected, constantly searching for information, constantly sharing their brand experiences on social media and constantly demanding that their needs are instantly gratified.

2018 was a tough year for South African businesses. Many organisations have faced closing their doors or reinventing themselves in order to remain in business. Now more than ever, companies need to differentiate themselves, and the most viable way to do this is through reorganisation around customers and their needs.

Modern businesses now have many more channels through which they can interact with their customers. However, this requires a major effort from the entire company. When all these channels work together perfectly, the result is a perfect customer experience (CX).