Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession, with the only minor good news being [...]
Fostering a culture of continuous learning is essential in today’s business environment, but companies find this principle difficult to implement. Fortunately, recent business developments [...]
Self-service retail is swooping across the globe; from online shopping to self-checkout, there’s a growing trend in retail environments that focuses on driving efficient and seamless [...]
Customer service in the financial sector is especially complex, since interactions may involve multiple channels including voice, email, SMS, chat and via websites, all of which must operate [...]
It’s no secret that technology is changing the way in which we do tourism. It’s possible to research, plan, pay for and execute a trip using little more than a mobile device. Large [...]
Business-wide strategies are complex – each department operates with structured KPIs that may include boosting profitability, customer feedback ratings, or a host of other criteria – [...]
With the exceptions of some industries such as the financial sector which in many cases still requires customers to be present at a branch for compliance’ sake, customer interaction resolution [...]
In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, [...]
The global chatbot market grew from $113 million in 2015 to $703 million in 2016 and is projected to grow in value to $1.23 billion by 2025, according to Grand View Research. Analysis of consumer [...]
Every year, online retailers market their Mother’s Day promotions, but many continue to do so with what appears to be little regard for what their customers want or need, and some even fail [...]
Data evangelists will tell you that every aspect of your customer’s life is useful to you, providing endless insights, but that’s not always true. Refining your metrics according to what’s [...]
“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” – Steve Jobs Channel integration and consolidation is a concept that [...]
