Articles about Customer experience

Sizekhaya's lottery tech drive marks new era

Modernisation efforts targeted by the new lottery operator will improve accessibility, says the National Lotteries Commission.

Why delaying IT decisions could cost SA businesses more in 2026

In uncertain times, the right technology decisions today build the resilience, security and agility your business needs for tomorrow.

Fragmented customer journeys costing SA businesses, says Infobip

Disconnected customer engagement systems are frustrating consumers and hurting business loyalty, according to speakers at the Infobip Leadership Soirée 2026.

FNB taps AI to bolster NAVi virtual assistant

NAVi moves to a more integrated model where AI supports advisors in customer interactions, says the bank.

Infobip SA appoints Lauren Potgieter to spearhead AI-driven CX growth

Potgieter has been tasked with accelerating growth through AI-powered automation, omnichannel engagement and stronger partner collaboration.

SA banks escalate digital push to gain market share

Banks accelerate their digital strategies, using AI and cloud to drive growth, efficiency and stronger customer engagement.

Why voice still anchors customer experience in SA

Voice is still the primary channel customers use when they need something resolved or when things go wrong, says Vanda Dickson, business development manager at Smartz Solutions.

Customers have new expectations – is your CX ready?

Proactive service uses data and triggers to anticipate customer needs and communicate at the right moment, without prompting.

Customer experience design: The growth lever your competitors can’t copy

Intentionally designed experiences, not features or price, are the real drivers of retention, trust and long-term revenue. Here is how to capitalise on them.

Human behaviour, not AI, will determine who wins in 2026

Success in 2026 will depend on the ability to adopt, refine and fully leverage existing capabilities, says Change Logic.

How SA leaders are reshaping enterprise CX in the age of AI

South Africa’s customer experience leaders are navigating a period of rapid change, driven by the promise and pitfalls of AI.

New TymeBank CEO charts growth, staff empowerment

Cheslyn Jacobs aims to elevate the bank to a top three position, while investing in employees and customer experience.