Strategically Using Data To Optimise Customer Experience

Inovo CEO Wynand Smit says detailed analytics, which is only possible with good data, can drive efficiencies throughout the business. Optimising customer experience (CX) by leveraging emerging and new technology results in a host of positive spin-offs for businesses but it must be approached in a methodical and strategic manner. Every intervention or technology application relies […]

By |2021-05-10T09:02:01+02:00Apr 28th, 2021|Industry news|0 Comments

How Do You Get Customers To Engage With Your Digital Communications?

Brent Haumann, Managing Director, Striata Africa says while there are all sorts of complicated formulae for calculating a customer experience (CX) score, there is a simpler solution. Given how important customer communication is to customer experience, it makes sense to simply measure engagement. Not only does doing so save organisations a lot of time and […]

By |2021-03-19T09:57:55+02:00Mar 17th, 2021|Industry news|0 Comments

Online Shopping Platforms Need To Meet The Expectations Of Customers

A study conducted by research and insights company BMi Research in 2020 surveyed six online e-commerce stores, with each store evaluated by 10 experienced online mystery shoppers. The study has shown that online retailers continue to face challenges that undermine the customer experience. These challenges include ensuring sufficient stock, transaction and delivery issues and unclear […]

By |2021-03-19T09:58:07+02:00Mar 15th, 2021|Retail news|0 Comments

A Competitive Edge Earns Customer Loyalty

According to Paula Sartini, founder and CEO at BrandQuantum, the customer experience is the driving force behind every business as it gives companies a competitive edge that earns customer loyalty and attracts new customers. However, getting the customer experience right can be a challenge for companies, particularly as there is uncertainty in terms of what […]