If companies enable human advisors with the right tools and information, AI can transform the service function from a cost centre into a strategic value multiplier, says Kelvin Brown, customer operations executive at Telviva.
A winning business case for AI in the contact centre starts by defining the target: efficiency, growth, cost savings or a combination, says Greg Jarvis, global customer success director at Connect.
Industry standards and regulations make SMS more valuable for brands and customers, says Richard Simpson, MD of BulkSMS.
The power utility rolls out a new customer service model featuring mobile customer hubs, digital platforms and self-service tools.
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
Success in 2026 will depend on the ability to adopt, refine and fully leverage existing capabilities, says Change Logic.
ITWeb CX Summit Executive Dinner
Tshwane University of Technology says scammers are exploiting digital platforms and physical campus spaces, urging applicants to verify all processes through official channels.
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
South Africa’s e-commerce orders grew 47% in 2025, but nearly half of growth came from just 5% of brands, says an Omnisend study.
The Department of Higher Education and Training calls on prospective students to make use of the Central Application Service.
By stitching networks together rather than owning them, Echo has carved out a distinctive role in the market, helping customers navigate change with resilience and simplicity.
The 2025 National Senior Certificate report shows mixed bag for mathematics and physical science pass rates, as uptake of the subjects crucial to the STEM skills pool remains a challenge
Matric IT subject pass rates remain high, yet low distinction rates reveal learners lack the advanced problem-solving skills needed for SA's digital economy.
The Gauteng Provincial Government makes it easier for matriculants to access their 2025 examination results through the results online system.