Tag: customer experience (CX)

While digitisation and automation create many opportunities for businesses to streamline tasks and deliver benefits of ease and convenience to customers, this doesn’t automatically translate to good customer service. In fact, that assumption can create a significant risk for any business, because the simple truth is that you cannot entirely remove the human element from your business when you are dealing with customers who are human.

It’s time for Small and Medium Enterprises (SMEs) to recognise that using data and analytics is not as scary or expensive as they may think - and that the benefits can be significant.

RevOps - just another term to toss into the business buzzword salad? Maybe not. RevOps, short for Revenue Operations, is an innovative strategic approach geared towards aligning and optimising all revenue-producing functions within an organisation.

Read our exclusive cover story titled RevOps - a game-changing strategy for exponential growth? by Peter Ivanoff, Marketing Director, The Marketing Centre, plus a host of other topical management articles written by professionals, consultants and academics.

Traditional South African banks, and their associated dated computer systems, were not designed for the breadth of operations required in modern banking and are rapidly falling off the pace of current banking demands.  Each advance in services offering, such as when customers started to use ATMs, demanded a wider range of features.

Understanding trends in any given field helps businesses understand what conversations are happening in the industry broadly and likely strategic topics for their competitors. In other words, if everyone else is talking about a new technology and how it impacts business operations, why aren’t we?

Achieving visibility and memorability in a world where people are bombarded with adverts, messages and constant distractions is challenging, but not impossible. Strategic design thinking can provide the framework that brands have been searching for - the framework that will allow them to understand their target audiences and discover how to reach them at exactly the right time, in the right place.

Liezel Jonkheid | Director and Founder | Consumer Psychology Lab | mail me | South African consumers are in a fragile state - emotionally, psychologically,...

Amid a flurry of fast-tracked digital transformation initiatives over the past few years, hyper-automation has emerged as an essential approach in the drive toward operational efficiency and seamless customer experiences. For companies seeking to counteract the disruptive effects of the pandemic and its ripple effects on global supply chains, hyper-automation can ease the burden that repetitive processes and legacy infrastructure place on organisations.

Businesses of all sizes can agree that customers no longer buy just a product or service. More than ever, the modern customer journey reflects the need for and investment in a positive experience. Today’s customers have higher expectations and no longer see online and offline shopping as distinct experiences. So, if businesses are largely geared towards customer satisfaction and retention, connecting with them in ways that matter is paramount.