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CX

The all-important customer communication experience

The way in which organisations communicate with their customers is core to an organisation's survival.

Omni-Channel: do's and don'ts

The 2016 annual white paper by 1Stream features Omni-channel, where all media types are channelled through the same queuing mechanism.

SA continues to see contact centre growth

South African contact centre industry is becoming the focal point for corporate sales, service and support, says 1Stream.

Regina Pazvakavambwa

Contact centre data analytics

Contact centre data analytics benefits business

Companies which rely on contact centres must become more sophisticated at analysing data to sustain business growth, says Bruce Von Maltitz, co-founder of 1Stream.

Aspect Software

Aspect Software announces Aspect CXP 15

This new visual development environment provides seamless transfer of self-service interactions to live agent assistance when needed.

Aspect Software

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

Customer engagement

Best practices to improve customer engagement

With a customer-centric approach, companies can add value to their clients by activating certain customer engagement practices, says Marta Peman, Africa sales manager at Presence Technology.

Enghouse Interactive - Presence

28 - 28 July 2026

ITWeb CX Summit Executive Dinner

Call centre gamification: opportunities and threats

Organisations can use the principles behind computer games to communicate objectives and drive performance in the call centre, says Verint.

Regina Pazvakavambwa

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

Customer loyalty no longer a given

Companies that focus on the customer will reap great rewards and attain their goals, says?Intuate Group.

Embracing technology change in contact centres

Contact centre decision-makers must embrace an outsourced managed services approach to leverage knowledgeable professionals in a cost-effective manner, says 1Stream. ?

Digital automotive showrooms on the cards

Automotive dealerships must become digitised to improve the sales and aftersales experience, says T-Systems.

Regina Pazvakavambwa

Britehouse Automotive adds CRM, automated marketing

The two new solutions give automotive dealerships and their OEMs the means to link their Automate financials capability with CRM.

Customer service success

Five tips for customer service success

Offering customers a positive experience is crucial to a company's reputation, says Jim Freeze, senior VP of Aspect Software.

Aspect Software

Interactive Intelligence SA

Digital transformation: key to contact centres' survival

Organisations should be looking at using digital to innovate, differentiate and gain strategic advantage, says Interactive Intelligence SA.

Regina Pazvakavambwa

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