Companies can’t begin to build CX programs, without understanding that their consumers are all riding out the same storm in different boats. The COVID-19 pandemic…
How the ‘New Normal’ is Impacting Customer Service
The COVID-19 pandemic has altered the way we do business, likely forever. Despite this, successful businesses understand that the customer experience is more important than…
Don’t Improve Your Customer Experience. Revolutionise It
Senior business leaders often ask me what new technology they should be investing in to improve their customer experience and loyalty. The short answer is…
A Customer-First Approach
Keeping customers happy is becoming ever more critical to organisations’ survival. Cameron Beveridge, Regional Director of SAP Southern Africa, highlights how customer service can be…
Consumers Say Customer Support Is Most “Defining Moment” in Customer Experience, SAP Survey Reports
WALLDORF — Some 85 percent of consumers polled rated outstanding customer support as most important when shopping a brand, according to a survey by Qualtrics,…
Customers Who Feel Understood Shop More, Complain Less
By measuring customer experiences and understanding emotions, one Brazilian retailer is beating large competitors and maintaining brand relevance. If you’ve ever spent time in Rio,…
Top 2020 AI Trends: Why People Actually Want More Machines in the Workplace
Artificial intelligence (AI) and machine learning will soon be everywhere, and we will learn to love them for all the right reasons. That is my…
Bridging the Gap: How Retailers can Increase Agility and Operational Efficiency in a Rapidly Changing Industry
Retailers have always been at the forefront of each new wave of digital advancement, in an effort to accommodate the increase in both the number…
Creating Inspired Employees
Employees who are highly engaged are a potent lever of competitive advantage. Ensuring they have the right skills is critical, but the journey starts with…
How to Revive the Mall Experience for the Digital Generation
Shopping malls must provide better experiences to re-purpose their existence. Connecting operational data (O-data) and experience data (X-data) could do the trick. Some shopping malls…
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