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Customer Experience Management Summit returns to Cape Town

The sixth Customer Experience (CX) Management Summit in Africa, taking place mid-August, will explore current and future state of CX to strengthen the industry within the African continent

3 days ago

Marketing in a recession and beyond

Gill Randall writes that markets don't stop in a recession. According to Randall, people don't stop shopping it's just the consumer's behaviour that changes

By Gill Randall 18 Jul 2017

Building the right foundation for exceptional customer experiences

Richard Mullins, MD of MEA at Acceleration, on how important the foundation in a business is in leveraging excellent customer experience and being able to connect to your customers on all their various demanding channels

By Richard Mullins 30 Jun 2017

How retailers can use social CRM to create meaningful engagement

At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives

By Bradley Elliott 21 Jun 2017

The power of personalisation in customer service

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are

By Wynand Smit 20 Jun 2017

#IMCConf 2017: The artificially intelligent business of big data

Matthew Barclay of Meltwater, Brett St Clair of Barclay Africa and Justin Spratt of Uber SSA kicked off IMC Conference 2017 at the White Space in Red & Yellow School Cape Town with a session focused on big data, how AI will fundamentally change the world of work and its specific business implications

By Leigh Andrews 1 Jun 2017

The need for smarter CRM software

With the shift from product-focused to customer-focused business in most organisations in the modern world, CRM software is at the forefront of customer satisfaction

By Candace van Zyl 1 Jun 2017

Chatbots as part of an integrated customer service strategy

You can have all your communication channels lined up and ready to go, your agents trained to help via phone, email, SMS, web chat and via social media, but you could be missing a trick

By Wynand Smit 29 May 2017

Fighting fake news flames

Fake news, false claims, invented opinions and online rumour can seriously burn your reputation. Oresti Patricios, CEO of Ornico, unpacks a strategy for putting out fake news fires before they rage out of control and explains how to manage your reputation in the wake of a fake news onslaught against your brand

By Oresti Patricios 25 May 2017

Gen X: How to get the generation right (part 3)

Based on Viacom's extensive research on Generation X, how should brands, advertisers, marketers and media companies alike re-evaluate the way they represent this group of consumers?

By Jessica Tennant 24 May 2017

Gen X: Decluttering misconceptions about what it means to be an adult in 2017 (part 2)

While the world was focusing on Millennials and Baby Boomers, Gen X were quietly reinventing what it means to be an adult today

By Jessica Tennant 23 May 2017

Get ready for the AI startup retail CX revolution

Virtual chatbots are becoming commonplace in the B2B marketing sector as well as for general online consumer shopping. Here's what else to expect from the AI retail startup boom

By Leigh Andrews 18 May 2017

Is cold calling dead?

I have been asked to give my feedback on whether or not cold calling is dead and my answer is quite simply, NO

By Dave Nemeth 16 May 2017

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International

Audi pulls 'sexist' China ad after public outcry

SHANGHAI, China: German automaker Audi apologised on Thursday over an advertisement it aired in China that was slammed as sexist for showing a bride-to-be being roughly examined like a piece of livestock.

21 Jul 2017

Facebook to test news story paywalls: report

SAN FRANCISCO - Facebook will test limiting the number of published news stories that can be read for free on its Instant Articles platform for premium publishers, US media reported on Wednesday.

21 Jul 2017

NBC News launches new broadcast on Snapchat

NEW YORK - NBC News launched a news show Wednesday on Snapchat, a first-of-its- kind broadcast aimed at wooing a younger audience.

21 Jul 2017

Scopen: Industry trends in Mexico vs South Africa

Scopen has just finished presenting its 4th edition of Agency Scope in Mexico. More than 40 agencies subscribed to the report and were able to learn and understand the state of the industry in a turbulent period.

By César Vacchiano 20 Jul 2017

Boomerang pet survey highlights role of pets within families

Boomerang Africa, channel and home of popular animal characters like Tom and Jerry, Scooby-Doo and Bugs Bunny, has released the results of a new study looking at the role pets and animals play in family life.

20 Jul 2017

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