Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...

A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...

It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...

It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...

As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...

There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...

Metricising customer service for successful CX  

Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...

The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...

It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...

The Medical scheme industry has become exceptionally competitive, adding even more challenges to your plate. From streamlining the claims process,...

After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...

In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...

Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...

Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...