For the BPO in the 2020s, customer experience is the number one priority, says Satish Varanasi, chief commercial officer at CCI South Africa.
Company culture is integral to CX success, says Yugeshree Frylinck ahead of ITWeb's CX Summit.
A 12-step guide to maximising customer loyalty while optimising costs.
PX requires a subtle shift away from the now-conventional 360-degree view of customers towards an approach that foregrounds greater customer intimacy, says Fernanda Catarino, head of Channel Europe at Fujitsu.
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 Department of Planning, Monitoring and Evaluation adds an app and USSD code for Limpopo residents to engage with the Presidential Hotline.
ITWeb CX Summit Executive Dinner
SSP Group’s service management solution did not provide supplier support, so it chose 4me to improve collaboration.
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
McKinsey expects the local business process outsourcing market to continue growing at around 3% per annum over the next three years.
Educor opted for Pivotal Voice for back-office users and Pivotal on Demand for its contact centres.
Operators have to do what they can to incentivise customers and review air travel bonuses or loyalty programmes, says LoyaltyPlus.
As the world stage awaits, government’s citizen engagement platform GovChat is open to partnership opportunities to assist SASSA.
The human element remains critical to resolving queries, with most locals preferring to communicate to a contact centre agent rather than a chatbot.
ITWeb is hosting a webinar series on 'Humanisisng the Digital Experience' on 6 and 7 October.