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Gaps in customer intelligence, delivery limiting opportunities - new CMO report
Gaps in customer intelligence, delivery limiting opportunities - new CMO report

New research from Chief Marketing Officer (CMO) Council, SAP Hybris and SellingPower magazine indicates that sales and marketing need to own customer experience strategy...

19 Sep 2017

Alberto Giacomazzi ©
Who killed the iPod? Staying relevant to a restless generation

Who killed the iPod? The reality is that developing technology and the marketplace dictated the change. Video did not kill the radio star, it just changed the platform preferences...

By Wynand Smit 14 Sep 2017

Mitigate market disruption by maximising customer experience
Mitigate market disruption by maximising customer experience

As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...

By Julia Ahlfeldt 11 Sep 2017

rawpixel ©
Why do some brands still shy away from giving consumers experiences?

Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...

By Khangelani Dziba 8 Sep 2017

Somsak Chidchawange © –
#Pamro2017: Customer expectations in a digital world

Wayne Hull, MD of Accenture Digital, spoke at Pamro 2017 on the topic of consumer expectations transcending traditional industry boundaries...

By Leigh Andrews 30 Aug 2017

Delivering a true omnichannel experience: what you need to know
Delivering a true omnichannel experience: what you need to know

With so many buzz words thrown around, omnichannel amongst them, it seems that retailers have completely lost sight on what a shopping experience is about...

By Lynette Hundermark 23 Aug 2017

Zimbabwe turns the spotlight on customer experience
Zimbabwe turns the spotlight on customer experience

Customer experience and service delivery symposium on the cards for Zimbabwe...

23 Aug 2017

#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 21 Aug 2017

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 21 Aug 2017

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 21 Aug 2017

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

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

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

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

Building the right foundation for exceptional customer experiences
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
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

Barclay, Spratt and St Clair.
#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

Candace van Zyl
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
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
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)
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)
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

Chantel Troskie, customer experience account manager at Oracle SA.
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

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