Tag: personalisation

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.

2025 marked a watershed year for marketers in South Africa. Consumer behaviour shifted rapidly. Technology accelerated at a pace. As a result, brands that once relied on traditional media rhythms had to rethink strategy, storytelling, and speed. These shifts clearly illustrate how marketing changed in 2025.

In 2025, the retail sector had grown by 4.2% year-on-year. The e-commerce sector is expected to reach R225 billion, reflecting a 150% increase over the past five years. Omnichannel retail capabilities, supported by personalisation, customer data analytics, AI-powered recommendations and automated inventory and storage solutions, help companies gain commercial ground and customer trust in a highly competitive environment.

Just a few years ago, neobanks and fintechs were regarded as disruptive competitive threats to incumbent Financial Institutions (FIs). Now, the script has changed. These startups and innovators are viewed as potential merger and acquisition (M&A) opportunities or as partners for larger banks.

Different kinds of rewards have different behavioural pros and cons. However, when used together, they can produce outstanding results. Almost all employee engagement, channel incentive and customer loyalty programs include some form of tangible, extrinsic reward. While there is a vast middle ground, in general, there are two kinds of rewards. These are micro and macro rewards.

Artificial Intelligence (AI) is no longer knocking at the door of healthcare - it is already in the room. From faster diagnoses to personalised treatment and streamlined administration, the potential of AI to revolutionise care is undeniable. However, as a doctor working at the intersection of product development, clinical risk and strategy, I believe the real conversation isn’t whether AI has value.

The insurance industry is undergoing a transformation. It is shifting from broad, one-size-fits-all coverage models to niche solutions tailored to specific risks. The future of insurance lies in this movement toward specialised cover. It is being driven by emerging risks, evolving customer expectations and advancements in technology.

Discovery Health has pioneered a groundbreaking approach to personalised healthcare. By analysing its own massive data set spanning more than 50 million life years, Discovery Health has determined the optimal health actions and personalised health pathways specifically individualised for each of the 2.1 million eligible adult members of the Discovery Health Medical Scheme.

I remember when social media first appeared in my life. I was 14, and a friend introduced me to this thing called Facebook. At the time, I was more consumed with playing The Sims on our desktop, making careful selections at Musica to purchase a single CD with my favourite songs, and using Encarta CDs for assignments.

It has become increasingly challenging to meet consumer demand for accessible data. This challenge is changing the shape of service delivery and innovation in 2025. In the first quarter of 2024, one user consumed 411.4 terabytes of data. According to MTN, the average contracted user consumes around 21.9 gigabytes of data every month.