#MandelaMonth

5 expectations of the African millennial consumer
5 expectations of the African millennial consumer

As the largest consumer group in the world today, it is impossible to ignore the impact millennials have had - and will continue to have for decades to come as they settle into their prime spending years...

1 day ago

The crucial role of client service excellence in agencies
The crucial role of client service excellence in agencies

Developing client service excellence in order to properly service clients' campaigns is imperative for client retention, writes Mpho Nkomonde...

By Mpho Nkomonde 9 Jul 2018

How consumer trends are transforming executive DNA
How consumer trends are transforming executive DNA

Executive DNA is not immutable. Requirements shift. Profiles change. Business needs and economic conditions are obvious drivers, but societal factors, technology developments and the spirit of the times play a major role in how executives see themselves, their role and priorities...

By Annelize van Rensburg 4 Jul 2018

Jason Xenopoulos |
#CannesLions2018: The Art of Branded Entertainment according to VML's Xenopoulos

As part of the 2017 Cannes Lions Branded Entertainment jury, Jason Xenopoulos, VML global chief vision officer and EMEA CCO, collaborated with the jury to write a book called The Art of Branded Entertainment, which was launched just one year later at Cannes Lions 2018 on Tuesday, 19 June...

By Jessica Tennant 22 Jun 2018

Implement GDPR or organisations risk losing business
Implement GDPR or organisations risk losing business

For businesses around the world, including Africa, the implementation of the European Union's (EU) General Data Protection Regulation (GDPR) is particularly pertinent...

21 Jun 2018

Customer experience: you're most probably doing it wrong
Customer experience: you're most probably doing it wrong

Gone are the days of customer service consisting of treating buyers with common courtesy. Customer service has been disrupted by an expectation of a total customer experience that is dictated by the customer, not company policies...

By Juanita Vorster 19 Jun 2018

Investing in your customers yields returns
Investing in your customers yields returns

The 2018 edition of Africa's customer experience summit, CEM Africa, will focus on return on investment as the African CX market matures and investment increases...

14 Jun 2018

Have you digitally transformed your customer communications yet?
Have you digitally transformed your customer communications yet?

The customer communication management space, once dominated by document output software companies, has seriously embraced digital transformation...

By Mike Wright 14 Jun 2018

Chasing the dream of the single view of the customer
Chasing the dream of the single view of the customer

In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, a marketing smokescreen that can obscure business strategy and confuse communication efforts...

By Wynand Smit 14 Jun 2018

This is what customer management tools should do for your business
This is what customer management tools should do for your business

Do you remember your first car? That great feeling of freedom that came with the ability to drive yourself wherever you wanted or needed to go...

By Edward Carbutt 13 Jun 2018

Creating better customer experience in Africa
Creating better customer experience in Africa

Services companies can unlock a better customer experience with a modern business solution and focussing on business efficiency...

By Matthew Kibby 11 Jun 2018

How AI is being used in customer support in Africa
How AI is being used in customer support in Africa

Delivering artificial intelligence-powered experiences and tools to filter social media to empower customer service...

5 Jun 2018

Top 3 takeouts from Zuckerberg's fireside chat at Viva Tech
Top 3 takeouts from Zuckerberg's fireside chat at Viva Tech

During a fireside chat with Publicis Groupe chairman and co-founder, Maurice Levy, at the recent Viva Tech event, Facebook CEO Mark Zuckerberg spoke about privacy, GDPR, his plans for governance, and how he intends to fight bad content...

29 May 2018

GDPR: ground zero for a more trusted, secure internet
GDPR: ground zero for a more trusted, secure internet

Most of us have been bombarded recently by a barrage of emails from companies begging us to "stay in touch" or "opt in" or informing us of a "policy update". On May 25, an historic date for the internet, the EU's General Data Protection Regulation (GDPR) came into force...

By Bill Buchanan 28 May 2018

AI will transform practice of marketing
AI will transform practice of marketing

AI continues to be the buzzword du jour to describe a host of "intelligent" features aiming to augment the functions performed by marketers in their everyday jobs...

18 May 2018

Brett St Clair
#AfricaMonth: The time to become a disruptor is now

Are African businesses ready to become disruptors? Disruption is a trendy term - but disruption has been around since the big bang, and we've seen it operating through time at different scales...

By Brett St Clair 15 May 2018

How African businesses can comply with new EU data laws
How African businesses can comply with new EU data laws

The six steps that African businesses can take to comply with new European Union data privacy laws...

By Pieter Bensch 9 May 2018

Chief marketers believe their jobs are at risk if customer experience strategies fail
Chief marketers believe their jobs are at risk if customer experience strategies fail

76% of CMOs believe their jobs are on the line if customer engagement doesn't satisfy digitally demanding consumers; only 10% can measure financial impact...

2 May 2018

Empathy - a two-way street in customer service
Empathy - a two-way street in customer service

It's no secret that personalisation is essential in developing a successful customer experience. Central to that is getting to know all you can about your customer and using that information to drive the interaction...

By Wynand Smit 18 Apr 2018

Are you asking the why beyond the why?
Are you asking the why beyond the why?

Your company is planning on launching a competitive product offering to new regions that, if successful, is set to shake up the market and monumentally increase your brand awareness and profit margins across the country. The most important thing to plan your go to market strategy? Know thy customer...

By Lara-Anne Derbyshire 18 Apr 2018

The role of mobile in building brand loyalty
The role of mobile in building brand loyalty

With falling consumer confidence and a slow economic growth outlook, brands are intensifying the fight for consumer loyalty...

By Nicholas Bednall 16 Apr 2018

#ECMA18: Cracking e-commerce conversion
#ECMA18: Cracking e-commerce conversion

The proliferation of e-commerce essentially means that retailers are now more than ever competing in a global marketplace...

By Lauren Hartzenberg 16 Mar 2018

Consumer engagement today is shaped by technology
Consumer engagement today is shaped by technology

Gil Sperling writes that marketers need a fundamental shift in outlook to remain relevant...

By Gil Sperling 15 Mar 2018

#SeamlessAfrica: Store 4.0 is an attitude, not a technology
#SeamlessAfrica: Store 4.0 is an attitude, not a technology

E-commerce may be where the retail industry is seeing growth, but the physical store is not dead. In fact, it may be more important than ever...

By Lauren Hartzenberg 12 Mar 2018

Why it's time to reevaluate your customer communication, starting with email
Why it's time to reevaluate your customer communication, starting with email

Email is by no means going the way of the fax machine just yet; most companies use it, and yet most don't use email very well...

By Wynand Smit 13 Feb 2018

Charles Murito, country manager of Google Kenya |
Google Kenya's Charles Murito on digital advertising and the age of assistance

Google SA hosted a media event earlier this week to bring media practitioners across Africa up to speed on the latest technological advancements in the digital advertising space, focusing on Google Ads in particular...

By Jessica Tennant 7 Feb 2018

Brand consistency: Taking marketing to a higher level
Brand consistency: Taking marketing to a higher level

In the highly competitive business landscape where social media and customer experience are adding complexity to a global landscape, marketing needs to evolve...

By Paula Sartini 6 Feb 2018

The modern marketer is a connected one
The modern marketer is a connected one

In the 1970s, people were served about 300 ads a day. Today it's about 5,000 ads a day. It's a product-polluted world with smart consumers, where it's no longer about differentiation, but about multiple and meaningful connections, says Carmen Murray, founder of Boo-Yah!...

By Jessica Tennant 2 Feb 2018

Image supplied.
Trends 2018: Omnichannel is the new normal

As smart technology enters our homes, cars, work and leisure time, marketers have the opportunity to innovate and reach potential customers via ever-expanding touch points...

By Jainita Khatri 25 Jan 2018

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