Tag: CustomerExperience

Customer Experience (CX) outsourcing is entering a new era. For many years, the industry measured success through scale, including seat counts, headcount and cost-per-contact. While those metrics still matter, they no longer define success on their own. Brands expect far more demanding outcomes. They want measurable business impact, stronger trust protection and seamless customer journeys delivered at scale. These expectations are shaping the new rules of CX.

In 2029, tokenised transactions are expected to double in value from $283 billion in 2025 to $574 billion. This market growth largely stems from the rapid rise of mobile payments, digital transformation and expanding ecommerce activity. In addition, security, personalisation and privacy continue driving adoption. While tokenisation applies easily across multiple industries, retailers increasingly use it to secure transactions.

What are the many AI voice bots about to help companies with customer engagement actually going to say? For all the hype and buzzwords around Artificial Intelligence (AI), what really counts is everything behind the voice. Ultimately, customers expect AI that actually listens.

South African businesses are showing real interest in Artificial Intelligence (AI) voice agents, and for good reason. The technology has advanced significantly. These technologies can now respond quickly, hold more natural conversations and create a better, locally relevant customer experience.

In e-commerce, a delayed delivery can mean a lost customer. More than 20% of shoppers say they will not buy from the same store again after a late delivery. In addition, 17% actively discourage others from shopping there. These trends highlight a growing concern about delivery issues killing e-commerce.

The South African automotive landscape is clearly evolving, not only through technology or electrification, but in the mindset of the customer behind the purchase. The modern buyer is moving away from a transactional interaction and toward a more personal, purpose-driven relationship with mobility. They are not just shopping for a vehicle; they are choosing a brand that understands their life, their pressures and their aspirations.

Customer Experience (CX) and consumer behaviour have entered a more demanding phase. While AI has gone mainstream, customers remain stubbornly human. They do not reward brands for deploying technology. They reward brands for solving problems quickly, fairly and with genuine empathy.