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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 2 days ago

#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

Customers still like personal interaction in a digital world

A new study from Verint and Opinium Research reveals that customer experience (CX) is considerably more nuanced than many businesses realise and they should focus on both traditional and digital interactions

17 Apr 2017

How learning empathy can help build better community projects in Africa

Empathy is one of the most important skills any leader can have. A huge 2015 research project across 38 countries found that empathy makes leaders more effective and their businesses more successful

By Keneilwe Munyai 12 Apr 2017

Customer Experience Africa Awards launched

The Customer Experience Africa Awards will celebrate industry leaders that promote the highest level of customer experience across Africa

5 Apr 2017

The hard-learned lessons of personalised marketing

With the proliferation of smartphones and the growing amount of personal data available, a 'segment of one' marketing and sales approach is now rapidly becoming reality

By John Beaumont and Melanie Bockemuehl 31 Mar 2017

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International

Red Bull Music Academy opens for applications for 2018

Music makers from all over the world are invited to apply for the 20th Red Bull Music Academy 2018 being held in Berlin from Friday, 8 September to Thursday, 12 October 2018. Applications close on Monday, 4 September 2017.

18 hours ago

One Club Young Guns 15 jury selected

The One Club for Creativity, formed by last year's merger of the Art Directors Club and The One Club has announced the jury members for the Young Guns (YG) 15 programme, celebrating international creative professionals age 30 and younger. About half of the jury consists of past YG winners.

19 hours ago

South African designers showcase their wares in Paris

Forty-two South African designers are currently exhibiting their artisanal goods at the renowned BHV/Marais in Paris, a department store of the group of Galeries Lafayette that attracts over 60,000 visitors daily. The exhibition, which runs until 31 July 2017, showcases South Africa's creative energy and its international design and cultural capitals: Johannesburg and Cape Town.

20 hours ago

Publicis Groupe shifts spend on award shows, other events to AI initiative

#NEWSWATCH: In an effort to cut costs and shift spend towards its new professional assistant platform, Publicis Groupe's newly appointed CEO, Arthur Sadoun, has forbidden all of its agencies from participating in award shows, trade shows and any other paid promotional efforts for the next year, which means it will sit out of the 2018 Cannes Lions Festival.

By Jessica Tennant 1 day ago

Technology, consumer usage generates new opportunities in TV, radio

At the invitation of TV4, egta, an association of television and radio sales houses, has held its CEO & Top Executives Summit in Stockholm. Fabrice Mollier, president of TF1 Distribution (France), assumed the egta presidency and called on the TV and radio industry to enter a new era of transformation, as technology and consumer usage generates new opportunities.

1 day ago

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