Customer Experience

Changing consumer expectations mean many CX strategies won’t win and retain customers in this new business environment, study finds.

Using marketing technology shouldn’t necessarily replace real-life customer interactions, but martech can enhance the relationship.

Chat Commerce

Chat Commerce Trends Report says 95% of consumers want a personalised chat experience for booking updates, flight delays and late check-ins.

Unique circumstances mean that African-based businesses still frequently still lag their international competitors in CX, study finds.

South African retail giant believes the standard-size shopping bags it has been using disadvantaged customers travelling on public transport.

While customer complaints on digital platforms are rising markedly, less than a third are currently being settled amicably.

More and more South Africans want to shop using social media networks, but many people still prefer to research online and shop offline.

Survey finds two-thirds of people prefer to use social media during the buying process, but younger consumers are particularly unhappy.

Develop CX strategies that will reduce your cost-to-serve while maintaining a high level of service quality.

The Ask Afrika Orange Index released last week shows digital channels now rate higher than human channels for satisfaction.