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How to introduce a customer-centred business strategy

How to introduce a customer-centred business strategy

09/09/2019 - 10:14
Introducing a customer-centred business strategy is not an overnight process. First and foremost, it’s one that requires buy-in from the C-suite with specific, focused and action-orientated objectives put in place. In addition, the value and relevance of the project need to be clearly outlined and communicated to stakeholders to encourage their support at the “launch” thereof and throughout the process of change. read more
Smart data for smarter customer experiences – Measuring what matters

Smart data for smarter customer experiences – Measuring what matters

23/08/2018 - 16:12
“Consumer power has become a force that can no longer be ignored, many companies are grappling with their inability to effectively deliver on consumers' expectations.” - Rod Jones, reputable customer service excellence expert. read more
The age of the customer

The age of the customer

03/07/2018 - 11:00
Businesses focused exclusively on earning are not going to survive the new era. Keeping the customer at the centre point of all the activities is the present and future of all businesses, no matter how de-layered, outsourced, virtualised or re-imagined business becomes.  read more
What retailers should know before delving into digital signage

What retailers should know before delving into digital signage

26/06/2018 - 09:54
Connecting with the consumer is front and centre for retailers and customer-centric digital technology is just as critical but it's way more than just figuring out display location, hardware and content. read more
Personalised experiences – The art of getting it right

Personalised experiences – The art of getting it right

21/08/2017 - 17:32
The annual CEM Africa Summit took place in Cape Town last week. The event brought together some of the greatest minds in the industry who shared their valuable knowledge and provided innovative solutions in the CX sphere, all with the common goal of improving CX across Africa.  read more
Fast Web performance outshines rich online experiences

Fast Web performance outshines rich online experiences

30/06/2017 - 16:36
To stand out in a highly saturated digital marketplace, retailers must deliver fast speeds that drive top-notch experiences.  read more
Retail’s future and its unified experience

Retail’s future and its unified experience

29/06/2017 - 11:21
If retailers want to stay relevant and in business, they must change their business models to be more customer-centric. Knowing what technologies are available to create the most effective shopper experience is the key to digital transformation success. read more
Finding true customer centricity

Finding true customer centricity

31/05/2017 - 10:04
For decades, retailers have held fast and true to the marketing mantra, looking for a 360-degree view of the customer. The rise of e-Commerce and the big data that it produced created a world of promise for an all-knowing view of the customer that could be combined with relevant CRM information. read more
Optimising the supply chain for sustainable business growth

Optimising the supply chain for sustainable business growth

06/09/2016 - 15:44
When looking ahead at the various business challenges facing South African companies, particularly with regards to sustainability, it is useful to look back and briefly chart the most significant changes and trends. In the late eighties and early nineties, we witnessed the emergence of the 'one world' economy - which coincided with the arrival of the internet and rapid digital transformation. The resulting changes triggered quantum leaps in global trade and duly affected national and regional economics, politics and business practices. read more