by Dianne Bayley | Feb 2, 2022 | Innovation
The drive to deliver excellent customer experiences consistently across multiple channels was a massive trend in 2021. This is going to continue this year, writes Ryan Falkenberg, CEO, CLEVVA Solutions. COVID has forced people to use digital and self-service channels....
by Dianne Bayley | Oct 21, 2021 | Workplace 2020
Digital transformation is forcing companies to change their business models and adapt to the new market reality. This transformation is being driven by customers and the impact that the pandemic has on how, when and where they expect customer service and support to be...
by Dianne Bayley | Aug 11, 2021 | Featured Articles
Globally, consumer packaged goods (CPG) companies are under intense pressure to profitably grow, writes Yashwin Bhoola, Managing Director Supply Chain and Operations Accenture in Africa. Yet, incumbent companies are losing out to nimble, digital-native competitors....
by Dianne Bayley | Mar 15, 2021 | Innovation
Most organisations understand that great customer experience is pivotal to staying competitive. They also recognise that in an increasingly connected world, that experience has to be digital. Key to both is ensuring that their self-service portals are as compelling as...
by Dianne Bayley | Dec 21, 2020 | Sustainability
Customer experience (CX) has always been a crucial differentiator for businesses, but in 2020, it became a matter of survival, writes Andrew Bourne, Region Manager, Africa, Zoho Corporation. As businesses around the world were forced to shut their physical shops and...
