Tag: Customer Service
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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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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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How AI, automation and trusted data are shaping next-generation customer service
Customer service is in a state of flux. As budgets and staffing levels increase, so have customer expectations, keeping efficiency critical for delivering higher quality of service. Today’s customers demand […]
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HubSpot names Zuper an essential app for customer service in 2024
Zuper, a leading solutions provider to scale and modernise fast-growing businesses with field operations, announced that it was named one of seventeen essential apps for customer service for HubSpot’s Service […]
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Connection remains key to customer service, despite changing expectations
By Linda Saunders, Director Solution Engineering at Salesforce South Africa The role of customer service is fundamentally shifting amid changing customer behaviours, rising expectations and economic uncertainty. Even as industry […]
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Why businesses must be honest with their customers
One of the first steps to becoming a customer-focused business is a change in mindset and not something tantamount to window-dressing or being superficial – it requires that business leaders […]
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To build resilient customer relationships post-pandemic, invest in experience
By Robin Fisher, Senior Area Vice President, Salesforce Emerging Markets In a post-pandemic world, every company must pivot to a digital-first customer engagement model to survive. As customer priorities and […]
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Next-level service organisations
By Lionel Bisschoff, Founder and CEO of Learning Machines In today’s digitally-driven environment, being able to deliver on customer service that meets continually evolving end user expectations has become a […]
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Embracing impact sourcing in the Global Business Services Sector
With South Africa nominated best offshore CX delivery location in 2021 in the Ryan Strategic Advisory BPO Omnibus Survey, its Business Process Outsourcing (BPO) industry has been given a significant […]
As artificial intelligence reshapes industries across the world, a recent World Economic Forum article highlights Advertisers are planning TV for a consumer that no longer exists
By Leslie Adams, Sales Director at Reach Africa Switch on the TV at home and Is African creativity the world’s most undervalued asset?
By Anthea Whitehead, Cape Town Campus Manager at AAA School of Advertising Africa does not BOO! Campus Media generates more than R25 million in alternative income for partner South African universities
A commercially proven partnership model developed by Campus Media, a South African business operating at Africa’s leading communications association announces landmark AU partnership for its 2026 Africa conference
The International Association of Business Communicators Africa Region (IABC Africa), Africa’s leading business communication association, Why great ideas don’t necessarily translate into great businesses
Entrepreneurs often believe that success starts with a great idea. It doesn’t. Ideas are plentiful. Basetsana Kumalo, Bryan Habana and more to speak at the MANCOSA Jacaranda FM Business Breakfast
Some of South Africa’s most respected business leaders, entrepreneurs and high-performance achievers will take to “This is madness”: The honest strategy behind Distrikt 9’s partnership with the Loeries
It’s a complex time to be in the creative business. So when independent creative agency The MediaShop strengthens leadership team
The MediaShop has announced the promotion of Jedd Cokayne from Business Unit Head to Deputy Uniting for purposeful action to alleviate homelessness in Johannesburg
