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#CEMAfrica2017: Empowered customer experiences lie in multi-focused design
#CEMAfrica2017: Empowered customer experiences lie in multi-focused design

Sven Schoof, head of customer experience at Spree, discusses how to empower customers to interact with your brand

By Lauren Hartzenberg 1 day ago

Joe Fuster
#CEMAfrica2017: ‘Remember that I'm human' - your customer

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

By Louise Marsland 1 day ago

Image Supplied
Could Google become the dominant force in hospitality?

Will Google come to dominate the industry, leaving online travel agencies and others in its wake?

By Stuart Pallister 1 day ago

Phakiso Tlali
#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

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?

By Louise Marsland 18 Aug 2017

Strictly business, but personal
Strictly business, but personal

In the movie, The Godfather, Michael Corleone, as played by Al Pacino, utters the immortal line to his on-screen brother, “It's not personal, Sonny, it's strictly business.”

By Wynand Smit 17 Aug 2017

Maksym Chornii © –
#CEMAfrica2017: "Be an experience business or be out of business" - Adobe

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

By Leigh Andrews 17 Aug 2017

You hired them, now trust them to get the job done. JR Bale © –
#CEMAfrica2017: Your employees are always on - now TRUST THEM

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.

By Leigh Andrews 17 Aug 2017

Simply put? Cut the red tape and empower your staff. Scott Griessel © –
#CEMAfrica2017: CX predictions for the future, action to take TODAY

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

By Leigh Andrews 16 Aug 2017

MultiChoice team at CXA Awards © .
MultiChoice dominates first-ever CXA Awards

MultiChoice won four out of the six awards awarded at the first-ever CXA Awards held at the Century City Convention Centre in Cape Town last night

By Juanita Pienaar 16 Aug 2017

The CXA Awards - What it means for South African consumers
The CXA Awards - What it means for South African consumers

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

By Chantel Botha 14 Aug 2017

Quality of social media engagement trumps quantity of mentions in Middle East Airlines sentiment study
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

4 Aug 2017

Marriott International's new dynamic sales and marketing leadership team
Marriott's new super sales and marketing leadership team for Middle East and Africa

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

31 Jul 2017

Analytics is critical, but data is being left out
Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered

By Danny Drew 27 Jul 2017

Image supplied.
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

24 Jul 2017

Honeybee expands into the UK
Honeybee expands into the UK

Honeybee is taking its sales automation and CRM application to the UK with the opening of its London office in August 2017

Issued by Honeybee 19 Jul 2017

(c) Marcin Jucha -
#Newsmaker: Reimagining an education brand in Red & Yellow

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

By Jessica Tennant 19 Jul 2017

Marketing in a recession and beyond
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

The rise of enterprise experience
The rise of enterprise experience

In today's experience economy, becoming customer centric is a necessary and well acknowledged transformative organisational challenge

By Cleve Gibbon 18 Jul 2017

#Apex2017: Has connectiveness killed the big idea?
#Apex2017: Has connectiveness killed the big idea?

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

By Danette Breitenbach 11 Jul 2017

The reformed art of client service in digital
The reformed art of client service in digital

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

By Ashley Watts, Issued by Dentsu Aegis Network 5 Jul 2017

#Newsmaker: Kgaugelo Maphai, The MediaShop's new MD
#Newsmaker: Kgaugelo Maphai, The MediaShop's new MD

Kgaugelo Maphai joined The MediaShop as MD a couple of months ago when the agency moved to its new Johannesburg office

By Jessica Tennant 5 Jul 2017

Boris Dzhingarov
How to see your brand the way your customers do

When you spend years immersed in a single topic, it's easy to get lost in it, and lose sight of what outsiders know, see, and care about

By Boris Dzhingarov, Issued by Monetary Library 4 Jul 2017

How intelligent digital platforms are transforming marketing and customer service
How intelligent digital platforms are transforming marketing and customer service

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?..

Issued by Effective Intelligence 29 Jun 2017

Designing the perfect intranet + eBook
Designing the perfect intranet + eBook

A well-designed intranet can serve your company's communicative needs far better than a third-party service. Because it's designed with your specific needs in mind

Issued by Interact RDT 27 Jun 2017

How retailers can use social CRM to create meaningful engagement
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
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

Loyal, long-term relationship building with Gen Z
Loyal, long-term relationship building with Gen Z

Just when you're starting to get the hang of millennials, here comes Generation Z. Their oldest members may only just be starting to enter tertiary education, but they pack a purchasing punch

By Lee Naik 20 Jun 2017

The Promise Group team.
Narrowing that agency Scope(n) Promise of client satisfaction

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

By Leigh Andrews 6 Jun 2017

OLC Experiential has a new space
OLC Experiential has a new space

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

By Jessica Tennant 6 Jun 2017

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