According to Greg Gatherer, Account Manager at Liferay, companies must find innovative ways to distinguish their offerings through the entire customer lifecycle, including later stages that still have untapped opportunities for engagement. In today’s competitive world, brand loyalty is no longer a guarantee for digital businesses. Customers are increasingly making purchases based on the experience that companies offer, rather than on [...]
According to Andrew Bourne, Regional Manager, Africa, Zoho Corp, customer engagement entails actively engaging with an audience through messaging that interests, educates or helps them, as well as encouraging two-way communication with your business. The term ‘customer engagement’ is arguably one of the biggest buzzwords in today’s business landscape. It is so widely used that when many people hear the phrase, [...]
According to Brent Haumann, Managing Director, Striata, typically, a customer engagement hub (CEH) framework can consist of 12 to 18 categories of functionality and can be enabled by as many different technologies. When it comes to orchestrating communication to drive engagement, an omnichannel engagement hub can be crucial. An omnichannel engagement hub, also known as a customer engagement hub (CEH) is [...]
Haydn Townsend, Managing Director at Accenture Interactive Africa, says small, agile companies are enjoying great success in digital marketplaces. As digitally native businesses that can evolve on the fly, these brands are capitalising on the multitude of shoppers on the likes of Amazon, Alibaba, click and collect models and food delivery ecosystems. However, a disruptive […]
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 […]
Jacki McEwen-Powell, founding partner and strategist at Eclipse Communications, says today’s workforces expect messaging that is more inclusive, personally relevant and decidedly digital. In short, companies need to engage with employees more than ever before. This is underlined by Beekeeper’s Internal Communications Trends in 2021, which notes that in 2020, 84% of employees felt their […]
Shaune Jordaan, Hoorah Digital CEO, states that applying the right kind of data, as with technology in general, has the potential to streamline operational efficiencies and strengthen the quality of decision-making. It is critical that brands understand that data lies at the heart of online immersion. When it comes to creativity in marketing, and advertising […]
Robin Fisher, regional VP of Emerging Markets at Salesforce, says the company’s research found that standards of customer engagement are shifting again, and that marketers in South Africa are prioritising innovation in a radically altered landscape. Salesforce’s State of Marketing report shows that as technology drives customer expectations to new heights, marketers in South Africa […]