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New research: How employee emotions' impact on customer experience

The latest Ask Afrika Orange Index provides customer service trends, insights and thought leadership based on 13 years of data, across 32 industries and 155 companies, with representative companies as...

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Media storm hits Nairobi over restaurant's 'no-Africans after 5' ban

NEWSWATCH: According to The Voice in Kenya's capital Nairobi, a Chinese restaurant bans Africans after 5pm as it deems they could be a terrorism threat...Read more... | Send to a friend

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CRM can be really magical - when it works

Are you doing everything in your power to ensure you use your Customer Relationship Management (CRM) system properly to ensure your customers have a positive experience and leave happy?Read more... |...

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IABC EMENA conference tackles leadership communication

LONDON: The IABC EMENA (International Association of Business Communication - Europe, Middle East and North Africa), the counterpart of the Africa region of the IABC, hosted their annual conference...

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Managing brand and reputation risk when your customer has a louder voice

Over the past 10 years, organisations have seen the control they used to have in their interactions with their customers slip slowly away. Where you used to build your brand with big TV ads and manage...

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[Biz Takeouts Podcast] 132: VMA Group, customer experience and #campaign4change

On Thursday, 28 May 2015, Biz Takeouts Marketing and Media Radio show host Warren Harding (@bizWazza) was joined by Daniel Munslow (@munslowd), Principal Consultant, VMA Group Africa (@VMAGroup) to...

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CEM Summit develops 'Four Key Tracks' agenda

The CEM Africa Summit team has developed an agenda featuring 'Four Key Tracks', bringing organisations closer to their customers through topics including 'Connecting With Your Customer, Smart Data and...

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[CEM Africa Summit] CEM for the tech-enabled African future

You need to keep an eye on future trends from the rest of the world to better manage your business' current customer experience. Some of these trends were shared in the Customer Experience Management...

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New job titles, old job descriptions

Something good happened at the Loeries this year, the introduction of the Service Design category in a 'creatives' event nogal! This is a great development as it reflects the industry that takes itself...

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Stay nimble and make loyalty trends happen

Image via Pexels</span>Organisations need to be more agile to meet the needs of their customers.Read more... | Send to a friend

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Experience, not price drives consumers' preferences in Africa

Image via [[www.123rf.com 123RF]]</span>According to Professor Adré Schreuder, CEO of Consulta, customer experience has surpassed price as major purchasing driver in Africa. This follows...

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Insights2020: Three dimensions for customer-centric growth

The digital revolution has opened businesses up to a world of possibilities that only a decade ago was considered science-fiction. By 2020 there will be more than 50 billion connected devices...

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Disruption through the on-demand economy

Disruptive technologies, such as Airbnb and Uber, are changing the way business is done through the on-demand economy, which is the immediate real-time provision of goods and services by companies,...

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Creating great customer service to elevate business

Good customer service forms the basis of a successful business to consumer organisation, for though the customer is not always right, he or she has the power to make or break a company's...

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Experts give insight in new report on the cultural connection to brand...

A new report from the Chief Marketing Officer (CMO) Council, Building Brands That Attract and Engage Fans, taps into expert opinion from PepsiCo, Visa, J&J, PetSmart, Cox Communications, Opus Bank...

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[Biz Takeouts Lineup] 183: The CEM Africa Summit and NATIVE VML's trends report

On the next Biz Takeouts Marketing & Media radio show on Thursday, 28 July 2016, from 9-10am, show host Warren Harding is joined by Simon Cranswick, managing director at Anana Africa, to chat about...

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[Biz Takeouts Podcast] 183: Evolution of CEM and the CEM Africa Summit

On Thursday, 28 July 2016, Biz Takeouts Marketing and Media Radio show host Warren Harding (@bizwazza) took a closer look at customer experience management and the annual CEM Africa Summit taking place...

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Five technologies that will change customer service by 2021

Rather than obsessing about driving efficiencies, savvy business leaders will look to emerging technologies to find new revenue streams and, more importantly, covert normally fickle customers into...

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#CEMAfrica: The value of CX in emerging markets

© Konstantin Inozemtcev – [[www.123rf.com 123RF.com]]</span>In the age of the customer, retailers and marketers need to pay attention to customers and CX like never before. Here's how to get it...

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Big Data is watching - embrace the benefits

Source: IT News Africa</span>Consumers are getting wise to brand activities - but it's not as simple as they may assume. After several unsolicited calls in the course of a couple of days, people...

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