Consumers are using AI instead of search engines, trusting it to weigh up options and deliver one reliable answer quickly.
The conversational AI agent consolidates live CRM deal data and curated sales resources into a single knowledge base, accessible through a natural-language interface in Microsoft Teams.
Local consumers are increasingly using AI tools to compare products and prices, and find discounts and deals.
Speakers at CEM Africa 2026 stressed that AI alone is not the key to delivering better experiences to customers.
Navigating the CX value chain
Marnitz van Heerden, Head of Customer Experience at Discovery Health, shared his views on the changing role of the CxO, measuring value against revenue and the upcoming CX Summit. Taking place at The Maslow on 5 October, the CX Summit is an unmissable event that will connect the dots between tech, employees and customers. To register, go to www.itweb.co.za/event/itweb-cx-summit-2023 today! #ITWebCX2023 #discoveryhealth #customerexperience
The big-four bank reveals its AI-based chatbot handles over 100 000 queries per month from 1.6 million users.
ITWeb CX Summit Executive Dinner
The City of Cape Town expands cashless payments to more customer interaction and motor vehicle registration and licensing offices.
Everything, everywhere, all at once in CX
Sponsored by Verint, the ITWeb CX Summit 2023 will connect the dots between tech, employees and customers by providing insights and learnings into how to ensure that organisations reach customers where and how they want to be engaged. With an agenda that speaks to the entire CX value chain, the event - taking place on 5 October at The Maslow in Sandton - will equip organisations with the means to ensure their tech stacks and strategies bring their customers closer and keep them there. Register at itweb-cx-summit-2023/registration today! #ITWebCX2023 #verint #customerexperience
Black Friday rewards online retailers whose systems are ready weeks before the day itself, says Warren Mc Nicol, Head of Sales at Stock2Shop.
The Public Protector urges remedial action at the financial aid scheme, instructing its board to develop a digital modernisation and systems integration plan within 30 days.
How prediction, on-site power and lower operating costs are shaping Telkom’s mobile network.
The ICT Group is bringing infrastructure, connectivity and intelligent customer engagement together as businesses look to simplify increasingly complex technology environments.
Investment focuses on strengthening digital infrastructure, enhancing cyber security, and advancing data, cloud and AI initiatives.
Businesses looking to introduce AI into their customer service environments must first ensure the underlying customer information is accurate, current and consistently maintained, says Camsoft Solutions.