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Customer experience drives loyalty

Companies must design business strategies and operations around the customer and the journey they experience, an analyst advises.

Simnikiwe Mzekandaba

2015 Ombudsman for Short-Term Insurance report

OUTsurance ahead of the pack

The Ombudsman for Short-Term Insurance 2015 report revelealed only 13% of OUTsurance complaints were overturned in the client's favour.

Qmatic Solo Solution

German Embassy partners with Emerge Queue

They have partnered with Emerge Queue in South Africa to install a Qmatic Solo Solution at the new German Embassy in Muckleneuk, Pretoria.

Future contact centres

Is your contact centre a brand building or grudge centre?

Streamlined systems, self-service options, real-time communication and measured results define the contact centre of the future, says Jed Hewson, co-founder of 1Stream.

Practical ways to drive CX excellence

INOVO and Presence Technology will present a customer experience event, to be hosted in Cape Town and Johannesburg on 7 and 9 June, respectively.

Enghouse Interactive - Presence

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 rise of the sales platform

The future of software and technology lies in platforms, says Quinton Pienaar, CEO of Agilitude.

Quinton Pienaar

28 - 28 July 2026

ITWeb CX Summit Executive Dinner

Workforce chatbot

Aspect Software announces workforce chatbot Aspect Mila

This is a new interactive assistant that redefines how contact centre supervisors and agents interact with workforce applications and each other.

Aspect Software

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

Aspect Software announces Aspect Via

This addresses the shift from siloed contact centre products to a comprehensive, all cloud customer engagement centre.

Aspect Software

Blended contact centre

Blended contact centre solves idle agent problem

It enables dynamic workflow management so that skilled agents are always either making or receiving calls depending on the requirements at any given moment, says Henry McCracken, Regional Sales Director for Aspect Software.

Aspect Software

BPESA partners with ContactCenterWorld.com

They will jointly offer awards to showcase talent in SA's BPM industry.

Regina Pazvakavambwa

Omni-channel solution

Fuelling customer loyalty through innovation in technology

Organisations need to be customer-centric to thrive in a competitive economic environment, says Nicolette de Wit, CEO of Intuate Group.

Nicolette de Wit

DVT smokes SugarCRM software test

It successfully automated a 'smoke' test for a client using the SugarCRM software solution at its Global Testing Centre in Cape Town.

Viewpoint: Logistics innovation critical to customer service

Logistics players suffer due to a lack of cutting-edge innovation in their customer service channels.

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