White paper: The new rules of customer engagement

Customers want experiences marked by immediacy, personalisation and convenience.


White paper: The ultimate guide to omnichannel customer service

How to create seamless cross-channel experiences and win customers for life.

Jul 18, 2019

Keeping up with the modern customer

Businesses need to leverage technology to make customer experiences seamless across multiple touchpoints and allow them to have context-enriched conversations.


New rules of customer engagement

Delivering a good CX requires an understanding of the rising expectations of today's customers and their rules of engagement.


SURVEY: Business leaders admit to not ‘fully understanding’ AI

An ITWeb survey reveals that 14% of respondents have only partially deployed AI.

May 2, 2019

Chatting with bots

We've become accustomed to encountering chatbots online, but it's still early days for the contact centre chatbot in South Africa.

Apr 5, 2019

I get by with a little help from a chatbot

Freshworks has taken an omnichannel approach to customer service, using chatbots to service simple requests and human interaction for more complex issues.

Apr 4, 2019

eBook: Omnichannel engagement a priority for companies

Reverse-engineer these five omnichannel customer engagement tricks to streamline support.

Apr 2, 2019

Business leaders admit to not 'fully understanding' AI value

The majority of IT and business execs admit to not fully understanding how to tackle AI across their customer services, reveals an ITWeb survey.

Mar 7, 2019

White paper: Raising the bar for digital employee experience

The workplace is becoming mobile and always available, forcing organisations to reimagine the employee experience.

Oct 9, 2018

White paper: Digital transformation

What is digital transformation and how does it fit into IT service management?

Oct 3, 2018

White paper: Riding the next wave of SaaS CRM

Buyers and users must align goals to choose the right solution.

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