Tag: customer experience (CX)

It’s tempting to be dismissive when you first hear about “strategic design” and think that it has all the hallmark characteristics of being an industry buzzword. What’s a buzzword? It’s an important-sounding technical word or phrase that is trotted out in sales pitches purely to impress regular people.

We live in a new reality post-COVID-19, where customers are more digitally savvy, online 24/7 and have easy access to more options than ever before. Businesses need to adapt to this new reality, or they will be at a significant disadvantage.

Charlie Stewart | CEO | Rogerwilco | mail me |  Word on the street and in boardrooms across the world is that the Metaverse is...

You don’t have to be an economist to notice that inflation is biting at the moment. In fact, you’ve probably felt it yourself, noticing how, every month, a little more of your salary goes into things like food and fuel. In fact, South Africa’s monthly inflation rate has consistently been above the upper limit of the Reserve Bank’s three to six percent target range since April this year, peaking at 7.8% in July. 

On-demand online grocery shopping – like many other e-commerce categories – has become intertwined in everyday life. From fashion apparel and entertainment to more unconventional categories such as social enterprise, consumers are shifting from bricks to clicks, lending to growth in local e-commerce market.

For many small businesses, 2022 was a year of unprecedented change, as businesses and consumers adapted to life after the worst of COVID-19. As 2023 starts, consider the following so that you face the the year ahead with renewed determination.

Resilience is increasingly recognised as a key skill for thriving in the future workplace. By extension, brand resilience is equally important in crowded marketplaces, plagued by economic headwinds. 

As we move into 2023, many small and medium enterprise (SME) owners and leaders anticipate another difficult year. Yet they are comfortable knowing they've endured a lot since the start of the pandemic. SMEs have survived, and some have even thrived, despite COVID-19, unrest, extreme weather, the global energy crisis, and the return of high inflation and rising interest rates.

The authors have drawn on their expertise in customer experience (CX) strategy development, training, customer journey mapping and experience redesign, plus two decades of research (1000s of targeted, in-depth telephonic interviews) to create the ultimate how-to CX handbook, called Eat Your Own Lunch.

Online product research and discovery influences R293.8 billion in physical sales, accounting for 25% of South Africa’s retail trade, according to the recently released 2022 South African Digital Customer Experience (CX) Report.