Sven Schoof, head of customer experience at Spree, discusses how to empower customers to interact with your brand
Lauren Hartzenberg 1 day ago
There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity
Louise Marsland 1 day ago
Will Google come to dominate the industry, leaving online travel agencies and others in its wake?
Stuart Pallister 1 day ago
How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?
Louise Marsland 18 Aug 2017
CEM Africa attendees were presented with a choice of workshops to attend throughout the two-day summit. Here's why I'm glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business
Leigh Andrews 17 Aug 2017
Chantel Botha of BrandLove shares why you need to trust your employees to run with their own ideas of the best possible customer experience they can offer at the first day of CEM Africa 2017.
Leigh Andrews 17 Aug 2017
If all you do is talk about customer experience or CX in your silos, chances are your brand will be left in the dust. Here's why you need to cut the red tape and take the plunge, straight from the opening panel of CEM Africa 2017
Leigh Andrews 16 Aug 2017
Chantel Botha chaired the CXA judging panel for the 2017 awards and acknowledges the companies and individuals who put themselves out there to be considered for the prestigious award
Chantel Botha 14 Aug 2017
Quality of social media engagement trumps quantity of mentions in Middle East Airlines sentiment study
Brandseye analysed the social media universe of the four biggest Middle Eastern airlines according to social media conversation - Qatar Airways, Etihad, Emirates and Saudi Arabian Airlines
On the heels of the successful mega merger between Marriott International and Starwood Hotels and Resorts, Marriott has announced a new Brand, Marketing, Sales and Consumer Services (BMSC) Leadership Team
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
Heléne Lindsay recently joined the “disparate, quirky bunch” at Red & Yellow, where she's taking on the customer side of things. Her appointment coincides with the school's brand repositioning, which will be unveiled at the end of August
Jessica Tennant 19 Jul 2017
In the context of the massive shift in digital the world is undergoing; the big idea is dead. There is a new way of work and it is lean and agile. It is about learning, tweaking and testing. It is about building a personal relationship with every customer
Danette Breitenbach 11 Jul 2017
The reality is that we used to live in a world where clients just wanted digital, they were not sure what it was, but everyone had it, so they wanted it too. Today, we sit in a very different space, where our clients know the landscape
Kgaugelo Maphai joined The MediaShop as MD a couple of months ago when the agency moved to its new Johannesburg office
Jessica Tennant 5 Jul 2017
Imagine if a brand really listened to what we have to say instead of pushing what they want us to hear? Sounds like a far-fetched idea, doesn't it?..
Effective Intelligence 29 Jun 2017
At the dawn of the first Customer Relationship Marketing (CRM) software programmes in the 1970s, retailers relied on customer information collected by sales representatives
Bradley Elliott 21 Jun 2017
What if you helped them?
Douglas Kruger 15 Jun 2017
Promise Group CEO James Moffatt discusses Spanish-based Scopen and the IAS's extensive research and analysis project of the SA marketing and advertising agency community, as well as why client satisfaction and CRM are so important in this current era of consumer power
Leigh Andrews 6 Jun 2017
Thursday, 1 June saw experiential agency OLC (Offlimit Communications) launch its new office at 34 Impala Road in Chislehurston, Sandton, in collaboration with Flux Trends' Dion Chang, who shared insights from this year's 'The State We're In' presentation called Dazed and Disoriented: The Impact of Being Woke
Jessica Tennant 6 Jun 2017