Tag: Customer Experience
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The hyper-personalisation revolution in customer care
By Xander Barnard, Managing Director of The Messenger Network The customer service landscape is transforming, with businesses shifting from merely solving problems to delivering proactive, personalised customer experiences. This shift […]
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Empathy: The game-changing skill in customer experience
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Empathy is a key differentiator in creating exceptional customer experiences in an increasingly tech-driven business world. Labelled a “soft […]
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The new frontier in customer experience: Meeting evolving expectations
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab In today’s fast-paced world, customer expectations are constantly evolving, influenced by technological advancements and exemplary service standards set by […]
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Local brands, big and small can celebrate excellence with SA Customer Experience Awards
The world-renowned Customer Experience Awards is launched in South Africa for the first time ever, giving local, home-grown brands an opportunity to be a part of a groundbreaking initiative set […]
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Striking the balance between AI and human empathy in the customer service journey
By Liezel Jonkheid, Director and Founder of The Consumer Psychology Lab In an era where AI dominates conversations about customer experience, there is a palpable fear among customer service agents […]
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Taking your customer experience to new heights
By Tshidi Machaba, Sales Director at inq. A good customer experience (CX) has a delicate balance between relevance and respect, data precision and human empathy. Thanks to advancements in cloud […]
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Seven key areas to refocus customer experience in 2024
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab In today’s rapidly evolving market, customer experience (CX) is a battleground for companies vying to secure a competitive edge. […]
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Customer Care: Three Cs and one ethos
Julie Rimmel, Client Liaison Officer at Amplifin, believes customer care needs to move away from reactionary service to proactive engagement, particularly within the payment and collections sector. It’s an approach that […]
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7 Skills all CX interviewers must master
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab “Emotion is often the primary factor influencing customer loyalty and the strongest driver of customer retention, enrichment and advocacy.” […]
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6 ways businesses will be leveraging tech for customer experience in 2024
Customer experience has fundamentally changed. In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing. Technology […]
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Omnichannel strategies: One size does not fit all in South African retail
By Nikki Quinn, retail lead for South Africa at GfK – an NIQ company South African consumers face a difficult economic environment, characterised by high inflation, low economic growth and […]
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Breaking down silos: Unlocking collaboration for exceptional customer experience
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Delivering exceptional customer experiences has become a top priority for companies across industries, particularly in highly competitive environments, where […]
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