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CX
4:40

Best practice in customer experience demands right mix of technologies

A combination of CX technologies can contribute to making human agents more effective by enabling them to handle several customer conversations at once instead of being focused on a single conversation.

1:10

Omni-channel CX is non-negotiable

Airtel’s CX director to speak at the ITWeb CX Summit on 21 October.

3:10

IT resellers need to be agile in a cloud-first market

Resellers are still relevant in the cloud era, says Sage's PJ Bishop.

3:40

Responding to COVID-19's impact on CX with digital tech

The modern contact centre has effectively become the primary touchpoint to successfully connect with customers, says Karl Reed, chief solutions officer at Pivotal Data.

3:30

Bad customer service costs local e-tailer sector dearly

A study finds SA’s e-commerce market has the potential to double over the next two years, but poor customer experience costs the industry billions.

3:30

Digital-first strategy key to revolutionising CX

Customer preferences are shifting towards brands that offer experiences that are deeply personalised and proactive, says Vishal Chopra, head of marketing for APAC and MEA at Freshworks.

5:50
Jul 19, 2021

Transforming banking through CX

Branch transformation enables an omnichannel experience. Customers can start a transaction using the app on their device and complete it at the branch without having to wait in a queue.

2:10
Jun 29, 2021

DigitalMall.com, Netcore Cloud partner to boost CX

The partnership aims to improve personalisation backed by Netcore Cloud’s full-stack product suite.

6:00
Jun 7, 2021

Automate complaint management

The primary aims of complaints management are twofold: to assist the customer and to ultimately benefit the business by identifying areas for improvement.

4:40
Jun 2, 2021

How to improve your CX (and why you really should)

Customer experience has a significant impact on customer churn, and in the current austere market, it's vital to retain customers.

4:50
May 27, 2021

A monitoring service you can bank on

TymeBank works with Sourcing, implementing a remote monitoring solution to identify issues and remediate these before a customer realises there is a problem.

3:00
May 14, 2021

Analytics help contact centres understand how customers feel

Contact centres are facing a challenge of managing emotionally charged customers, says Alex Robson, CallMiner.

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