This is according to Prof Tshilidzi Marwala, vice-chancellor and principal at the University of Johannesburg, who spoke at the recent IITPSA Tabling Tech webinar.
Enterprises across the world have shifted the focus towards service management that’s effective, personalised and automated in a desire to drive customer loyalty and trust.
The Future Disrupted report found that a clear value proposition and engaging with established service providers can make a solid difference to a CX strategy that stays secure, compliant, agile and relevant.