by Dianne Bayley | Aug 10, 2016 | Innovation
By Nidal Kamouni, CEO, PCCI Group The essence of customer service can be traced back to when time began – but the method of delivery of the customer service experience must be continually updated to match the desires and expectations of an ever-changing customer...
by Dianne Bayley | Jun 14, 2016 | Features
OPINION ~ By Mpumi Nhlapo, Head, Sales & Service Management, T-Systems South Africa Providing social customer service and support in today’s multi-channel environment is by no means an easy task. Previously customers were forced to interact with organisations...
by Dianne Bayley | May 12, 2016 | Features
By Diana Costelha, Business Consultant at Merchants Brand crises are a harsh reality for all organisations and dealing with them is not becoming any easier. Instead, it has become a complex tasks that requires constant supervision. We live in a digital world and...
by Dianne Bayley | Mar 16, 2016 | Features
By Derek Martin, a principal consultant at BSG A customer’s perception of an organisation is determined by the journey the customer undertakes, from consideration to requesting and ultimately using a product or a service. This journey defines the customer experience...
