
2 min read
More Than Digital: Why Channel Fit Beats Channel Flash

Modern CX isn’t about being everywhere. It’s about being in the right place, at the right time and in the right way.

1 min read
The Superpower That Transforms Business Growth

Every great superhero has a signature ability, their unique advantage that sets them apart. In the business world, that superpower is automation, and...

3 min read
The Feedback Fade: Why South Africans Are Going Quiet.

And Why That Should Worry You More Than a Complaint Ever Did

1 min read
The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch.

In every great story, there’s a hero. But sometimes, the most powerful heroes work behind the scenes quietly ensuring success, eliminating obstacles,...

2 min read
When Numbers Don’t Cut It: Why Verbatims Still Matter in CX.

We live in the age of instant feedback. Five-star ratings. Emojis. One-click surveys. Data at scale. But when was the last time you heard something...

2 min read
Designing for Dignity: Why South Africans Value Empathy Over Speed.

Customer experience isn’t just about what gets done. It’s about how it feels while it’s happening.

2 min read
Automation is Your Business’s Superpower.

How Smart Touch Enhances Efficiency

2 min read
CX is Local, Here’s why that matters.

You fixed the issue. You answered the call. You followed the process.

3 min read
7 Reasons to Add Telephonic Interviews into Your CX Programme.

In customer experience today, “listening” has become synonymous with “measuring.”

2 min read
The Cost of Poor Feedback Management: Why VOC Matters

Effective feedback management is the cornerstone of exceptional customer experience (CX). When businesses neglect structured feedback collection and...

3 min read
What the Easter Bunny Can Teach Us About Customer Experience

When you think about great customer experience (CX), the Easter Bunny probably isn’t the first expert that comes to mind. But hear us out – there is...

2 min read
How Eyerys Reporting Helps You Drive CX Improvements

When your customers are driven by their feelings, actionable insights are the key to retention. However, the challenge lies in transforming mountains...

2 min read
5 Questions to Ask Before Partnering with a Customer Experience Provider

Choosing the right Customer Experience (CX) partner is a critical decision that can shape your organisation’s ability to deliver exceptional customer...

1 min read
Don’t Rely on Luck: Tips to Improve Your CX Journey

While St. Patrick’s Day might be all about shamrocks, luck, and green, when it comes to customer experience (CX), relying on luck is not a strategy...

1 min read
Best Practices for Engagement in Employee and Customer Service

Engaged employees are at the heart of delivering exceptional customer service, particularly in contact centres. When employees feel valued, their...

2 min read
Making the most of your hard-developed customer journey mapping and experience management.

Not understanding your customer journey can be a little like reading a map without street names, and we don’t mean Google Maps or Waze.

2 min read
How Sentiment Analysis and AI Can Boost Your Customer Experience!

Ever wished you could read your customers' minds? While we haven’t quite mastered telepathy yet, sentiment analysis is the next best thing!...