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A global pandemic and the ensuing lockdown implemented in South Africa disrupted businesses across most sectors, putting small and medium sized businesses, in particular, under immense pressure. If 2020 has taught us one thing it is the extent to which we have come to rely on the internet.
As traditional media strategies faltered, 2020 highlighted the growing relevance of social media marketing and the need for businesses to relook customer engagement. Social media usage soared – both in number of users and amount of time spent on social media platforms.
If there is one thing 2020 has shown, it’s that the late Romantic poet Robert Burns was right, when in the 1700s he wrote, 'The best laid plans of mice and men often go awry'. COVID-19 has wreaked havoc on our ability to predict the 'what’s next' factor in our business environments and this year has seen businesses scramble from Plan A to Plan B, before working their way through the rest of the alphabet.
Even before COVID-19 plunged the world into crisis, artificial intelligence (AI), and more specifically conversational AI was fast becoming a key feature in the digitisation of customer-facing industries like insurance. In fact, Gartner had predicted that 85% of customer interactions will be managed without humans by 2021.
COVID-19 is a global pandemic, evolving at unprecedented speed and scale. It is creating a universal imperative for governments and organisations to take immediate action to protect their people. Self-quarantine. Social distancing. Community spread. These formerly obscure terms are now everyday words
Decades of research show that the most important key to success and happiness is the strength of our relationships. Winning at life depends on knowing how to win with people. In this book Justin Cohen, one of the world’s leading experts on human potential, will show you how to win with people.
Businesses will have to embed innovation in their DNA to future-proof their operations for the unparalleled pace of technological change in what we refer to in our Tech Vision 2020 as the post-digital era. In the past, businesses with a unique asset could enjoy a competitive advantage and sweat that asset for ten, twenty or even thirty years before their competitors caught on.
Artificial intelligence (AI) provides banks with the means to make better use of the massive amount of data at their disposal. In doing so, they can identify opportunities for growth faster and gain significant competitive advantage at a time when more agile digital counterparts are emerging.
Our research shows while the type of industry will greatly influence customer experience (CX), ultimately it is a matter of choice and first contact resolution. The importance of CX and the value a business places on the experience clearly depends on the industry – but when customers have the option to choose, CX becomes critical.
End-of-year fatigue is setting in with a vengeance, and while it may be tempting to let things go in the workplace with the intention to set them straight again when work resumes in 2020, it is possible and indeed preferable to end the year strong and start the New Year on a high note.
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