Tag: DigitalTransformation

For many South Africans, interacting with the government still involves repeating the same process over and over again. Whether citizens apply for an ID, access healthcare, navigate the justice system, or engage with social services, they often resubmit the same information. They also move between disconnected processes. Records do not always align. Each interaction can feel separate from the last.

Much of the current conversation around Artificial Intelligence (AI) focuses on technology choices. Organisations ask which platform to use. They also ask which model works best. In addition, they debate which tools will replace existing systems. Across boardrooms and IT departments, leaders race to decide on AI platforms, copilots, automation layers and infrastructure upgrades.

For years, the future of finance and accounting has been framed mainly as a story about technology. Artificial intelligence (AI), automation and data platforms are reshaping the profession. They are changing how work gets done and what employers and clients expect. However, if that is the whole story, we are missing the point.

Microsoft 365 is embedded in a significant number of South African organisations, but adoption doesn’t mean value. The difference between the two is showing up as cost and risk. There’s a reason companies invest in technology. It should deliver measurable gains across key areas such as productivity, cost and time savings, and operational optimisation.

FY26 marked a year of delivery, with strong results, disciplined capital allocation and accelerating Artificial Intelligence (AI) innovation. Prosus delivered across its AI-powered Lifestyle Ecosystem of delivery, finance and experiences, while all regional ecosystems achieved profitability.

FY26 was a year of delivery: strong results, disciplined capital allocation and accelerating Artificial Intelligence (AI) innovation. Naspers delivered across its AI-powered Lifestyle Ecosystem of delivery, finance and experiences, with all regional ecosystems profitable.

There is a narrative building around artificial intelligence (AI) that deeply concerns me. It is a narrative rooted in fear. People fear being replaced. They fear being left behind. They fear not understanding the technology. They also fear experimenting and getting it wrong. Yet, from where I sit, AI is not something we can afford to fear from the sidelines. Instead, we need to engage with it. We need to learn from it, play with it, challenge it, shape it and adopt it.

Resilience and agility are key competitive advantages for companies. CRM is still one of the most reliable ways to activate these qualities. When it comes to Customer Relationship Management (CRM) software, the conversations are complicated.

In a low-growth economy, organisations struggle to expand revenue. They therefore face increasing pressure to unlock efficiencies and do more with less. Consider a major South African bank. It recently celebrated a successful AI-powered fraud detection pilot. The results looked impressive. The system delivered faster detection, fewer false positives and measurable savings. Leadership felt energised.

Buying the right tools is the easy part. However, orchestrating technology, people and process at the standard global customers expect is why specialist Customer Experience (CX) outsourcing exists. There is a seductive logic to the way the CX technology market presents itself. A new platform promises unified customer data. A new AI tool promises faster resolution.