Tag: customer service

Empathy is a key differentiator in creating exceptional customer experiences. In an increasingly tech-driven business world, it stands out. Labelled a ‘soft skill,’ it is a complex trait to develop. This development requires self-awareness, emotional intelligence, and ongoing effort.

Every organisation is working to harness artificial intelligence (AI) to improve sales and customer service experiences. However, great AI relies on data. Traditionally, companies have used structured data, such as rows and columns, often from customer relationship management (CRM) applications.

As Black Friday approaches, millions of consumers prepare for one of the busiest shopping days of the year. The excitement of discounts and limited-time deals drives online shopping. However, this also creates an opportunity for cybercriminals to exploit the surge in activity.

The spotlight shines on the crucial task of empowering and developing the nation’s young workforce. In the fiercely competitive retail landscape, delivering exceptional customer experiences is paramount for building brand loyalty and standing out from the crowd. However, to achieve this critical goal, it is crucial to have a highly skilled and passionately engaged workforce, especially among the youthful employees who represent the industry’s future.

Public Branch Exchange (PBX) has been synonymous with business communication for decades, representing a kind of mini phone network for a business’s internal and external communication. Traditionally, it has been a big investment and, as we all know, technology ages and needs to be serviced. 

As Artificial Intelligence (AI) technology continues to evolve globally, its integration into the South African business landscape is becoming increasingly prominent. Companies across various sectors are leveraging AI to drive efficiencies, optimise operations, and create new revenue streams.

As the hype around artificial intelligence (AI), and more particularly, Generative AI, continues to grow, manufacturers must assess the benefits of adopting this cutting-edge technology into their platforms and processes. Similar to the innovation in cloud technology, the closer AI is to a business’s processes, the more transformative it will be.

Over the past couple of years, implementation of automation in business, along with measured adoption of artificial intelligence (AI), has given businesses in the service industry the ability to enhance their workforce and their operations. This is because automation can take over many of the manual, admin-heavy tasks that can be very time-consuming for a workforce - particularly valuable in field service management (FSM) where there are many moving parts.

As I navigate the ever-evolving landscape of digital transformation within various industries, I've come to realise how vital the tools we adopt are to our efficiency, connectivity, and competitiveness. In my experience, the Samsung Galaxy S24 Ultra epitomises the kind of transformational tool that transcends its basic function as a smartphone to become a cornerstone for innovative business practices.

Small and medium enterprises (SMEs) in South Africa continue to face a business landscape that is simultaneously full of challenges and brimming with opportunities. A still-struggling economy, rising costs, high unemployment figures and an uncertain political future have created a business backdrop against which only the most resilient and innovative businesses will thrive.