Tag: digital experience

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.

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.

Small and Medium Enterprises (SMEs) play a significant role in the global economy and offer an untapped opportunity for Communications Service Providers (CSPs). As they emerge from the pandemic, SMEs have been spending more across a range of technologies, with spending on IT and digital services set to increase by 7.6% CAGR to reach $1.7 trillion by 2026.

During tough economic times, consumers are quick to cut insurance. What can insurers do to prevent this? When one looks back at how the insurance industry fared in 2022, it’s fair to say that things are slowly starting to return to ‘normal’.

Two-thirds of South Africans expect the country’s banks to make a full transition to digital banking within five years, a report by Boston Consulting Group (BCG) in partnership with us, has found.

As customer expectations continue to evolve rapidly, driven by digitalisation and changing needs, brands need to find new and exciting ways to communicate and engage with consumers and provide authentic and personalised experiences that demonstrate the value a brand has placed on each customer.

The fact that 57% of marketing executives admit they often don’t have the data to understand customers or anticipate their needs is an existential problem. No matter the industry, customer data and insights are vital to helping deliver meaningful experiences, create strong engagement and achieve customer satisfaction.

Study shows more than 85% of surveyed South African shoppers say retailers need to get better at giving them the products, service and experience they want. South Africans surveyed form part of a study of over 30,000 global online consumers from 18 countries. 

The insurance industry was once a bastion for slow, conservative business practices. But as other industries have either embraced digital transformation or have been radically upended by technology-driven startups, most insurers have realised that they have to follow suit.

The new generation which brands are taking a keen interest in are called Gen Z or ‘Zoomers’, this refers to people born between 1997 and 2015, who are within the age range of 7 to 25 years old in 2022, representing almost 27.5 million people in South Africa.