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Embracing digitisation key to meeting customer demands

By Staff Writer 27 October 2020

A significant focus on digitisation is allowing Nedbank to meet fast-changing banking customer needs. The bank explains its progress and why embracing digitisation stood it in good stead. FULL STORY >

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The Relationship Between Customer Retention and Business Success

By Industry Contributor 26 October 2020

By Kerry Thomas, Head of Customer Experience at IQbusiness FULL STORY >

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Industry Opinion: Customer privacy is part of the experience and is critical to build trust

By Industry Contributor 5 October 2020

Paula Sartini, founder and CEO at BrandQuantum International, explains the implications of customer privacy for marketing departments. FULL STORY >

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Why excellent customer service is an internal journey

By Industry Contributor 22 September 2020

By Leonie Stanley, Customer Service Executive, Telviva FULL STORY >

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Industry Opinion - Do you really know the real cost of a lost opportunity?

By Industry Contributor 3 August 2020

Rob Lith, Chief Commercial Officer of Telviva explains why understanding the measurable value of a customer can make a businesses, and why failing to do so can break it. FULL STORY >

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Industry advice - Why poor customer service is killing your brand (and how to fix it)

By Industry Contributor 16 August 2019

How do businesses survive an increasingly difficult economic environment? By focusing on customer services, argues Wynand Smit, the CEO of Inovo. FULL STORY >

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Experian SA’s annual Innovation Summit explores how to keep customers happy in a digital era

By Ryan Noik 29 July 2019

Experian SA’s annual Innovation Summit focused on ensuring that businesses are able to retain their customers and address the challenges associated with keeping today's consumers happy, for better... FULL STORY >

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Personalisation platforms, and their role in customer service

By Industry Contributor 18 June 2019

Dee Chetty, Accenture Interactive Lead for Africa, explains why personalisation is more important than ever, and what successful customer engagement requires. FULL STORY >

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Opinion - Connect the data and the dots to deliver exceptional experiences for customers

By Industry Contributor 18 January 2019

Shawn Sipman, Oracle Customer Experience Strategy Lead Africa, elaborates on keeping customers in today's world. FULL STORY >

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Top tips for maximising ROI without compromising on customer experience

By Opinion 6 August 2018

Wynand Smit, the CEO of INOVO, a leading contact centre business services provider, explains how to maximise return on investment. FULL STORY >

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#Winning: teams that deliver exceptional customer experience

By Opinion 7 June 2018

With a mobile in every pocket, you better believe that poor customer service will spread like wild fire across every digital touch point you can imagine, says Nashua. FULL STORY >

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Chasing the dream of the single view of the customer

By Opinion 6 June 2018

Everyone wants to have a single view of the customer, but is just a pipe dream? INOVO CEO, Wynand Smit takes a look. FULL STORY >

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Trust & compliance: customer relationship challenges for financial services providers

By Opinion 3 May 2018

Darrel Orsmond, Financial Services Industry head at SAP Africa, looks at how a recent data privacy scandal could effect the GDPR countdown and consumer trust. FULL STORY >

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Five steps to CX success

By Opinion 19 April 2018

Wynand Smit, CEO of INOVO, outlines a few steps to have better success with your customer experience. FULL STORY >

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Take the robot out of the human in customer service

By Opinion 10 April 2018

CEO of INOVO, Wynand Smit unpacks what Robotic Process Automation means for customer service. FULL STORY >

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