Tag: Customer Experience
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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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Service design: Your ticket to brand impact
By Zapriana Atanassova, Strategy Analyst and Michael dos Santos, CX Strategy Director at SHIFT Is service limited to the service industry? At first glance, the obvious response would be yes. […]
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Driving scalable growth through exceptional customer experience
By Andrew Bourne, Regional Manager at Zoho Most businesses have a common goal of expansion. However, in this fiercely competitive business landscape, mere linear growth may no longer suffice. Instead, […]
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Seamless omnichannel shopping experience essential for consumers of the future
The future of retail is steadfastly being shaped by digital, as shoppers envision a future where nearly two-thirds (64%) of their shopping will be online in the next ten years. […]
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Service recovery – What customers want when things go wrong
By Liezel Jonkheid, Director and Founder of the Consumer Psychology Lab Even when your customers love you, your products, the services you offer or your staff, at some point you […]
As South Africans, having stories woven into the fabric of everyday life is an age-old The top 10 outsourcing myths debunked
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Radisson Hotel Group, one of the world’s leading international hotel groups, has appointed award-winning and Gen Zer’s and millennials have very different ideas on parenting
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By Warren Bonheim, MD of Zinia No matter how big or small, any business can Top marketers and academics will share key insights at this year’s AMC Conference
Speakers at the upcoming African Marketing Confederation’s (AMC’s) third annual conference include professionals with multiple TikTok announces industry-first sub-Saharan Africa Safety Advisory Council
TikTok is taking major steps to boost safety on its platform across Sub-Saharan Africa, with 2024 Effie Awards finalists announced
Effie South Africa is pleased to announce the 26 finalists in the 2024 Effie Awards IMM Institute helps drive entrepreneurial success through new Associateship Category and Innovation Hub
