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5:00

Marketing and COVID-19

Marketers have had to re-evaluate the way in which they engage with their internal audience – the company’s employees.

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.

3:40

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
Aug 26, 2021

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.

4:50
Aug 16, 2021

The power of product and software development

With COVID-19 constraints and the shift to WFH, new software tools for collaboration are proliferating faster than ever, says Edward Ngubane, head of business analysis at DVT.

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.

4:30
Jul 14, 2021

Companies win when the best security also means the best CX

By making use of digital certificate tech within the company’s app, the customer’s mobile device itself becomes the key to unlock encrypted communications between the customer’s device and the company’s servers.

1:30
Jul 7, 2021

Creating a transformational experience

By reimagining how people communicate, connect and work, you’ll meet customers where they are, and then take them where they want to go.

6:40

Optimise software to improve CX in the insurance industry

Customer experience involves having efficient channels to help you build strong and lasting relationships with customers in order to generate more revenue.

4:30
Jun 21, 2021

Beyond digitalisation: Navigating the new normal

The wholesale switch to doing business remotely put the focus on aspects of digital channels that, until now, companies possibly weren’t even thinking about, says Karl Fischer, CMO, DVT.

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.

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