Richard Mullins, MD of MEA at Acceleration goes into unpacks how important building a solid foundation is, when trying to create an exceptional customer experience. FULL STORY >

Avaya's MD highlights the five key steps that should be incorporated into your plan in order to create a successful and effective customer Journey Map. FULL STORY >

INOVO CEO, Wynand Smit, explains why speedy resolutions of customer complaints can help ensure their retention of service. FULL STORY >

In South Africa, most retailers are just beginning the digital journey, but they are keenly aware that if they are to stay competitive they will need to start with sophisticated wireless networks enabling them to understand and analyse customer behavior,... FULL STORY >

Often customer experience is measured using checklists and monitored in isolation – without considering the multiple aspects that make up the entire customer experience, says Euphoria Telecom CEO, George Golding. FULL STORY >

The SAP Cloud Platform now offers an agile multicloud environment, enabling customers to develop and run apps utilising their choice of infrastructure providers. FULL STORY >

Marius de la Rey and Jan Moganwa of Absa, give their takes on how bots can add value to the workplace, and in particular help deliver better customer service. FULL STORY >

At a time where technology is adopted to automate manually driven processes, companies need to avoid the temptation of replacing the human touch entirely. FULL STORY >

In a competitive environment, your company can’t afford to keep burning customers by not providing resolution to those valuable customer interactions, says Wynand Smit, CEO of INOVO. FULL STORY >

A new study from Verint and Opinium Research reveals that Customer Experience (CX) is considerably more nuanced than many businesses realise, with Omni Channel coming to the fore. FULL STORY >

One message, many conversations on multiple channels, is the key according to BrandChat director Pete Matthaei. FULL STORY >

Sage Summit Tour in Africa and Middle East highlighted how business builders are moving closer to a future where accounting and admin is invisible. FULL STORY >

Jan Kühn, director at INOVO, unpacks the advantages of the self-service channel when it comes to Customer Experience, and whether it's the right option for your business. FULL STORY >

Pete Matthaei, BrandChat director and co-founder, says the best way of improving customer service is by being immediately accessible via instant messaging platforms. FULL STORY >

Wynand Smit, CEO of INOVO, explains why 2017 will be the year of Customer Experience. FULL STORY >