Search for:
mSurvey launches first CX survey in Kenya

Telcos lead in Kenya as mSurvey reveals the first industry Net Promoter Score Benchmarking for Africa, in an industry-first benchmarking metric

16 Nov 2017

#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond

By Louise Marsland 7 Nov 2017

The power of consumer insights (combined with woke strategy and creative)

Never has it been so evident to acknowledge and value the power of consumer insights in 2017

By Thomas Sepheka 20 Oct 2017

#BODCT: Surprise! THIS is today's African consumer

Read up on key insights from the first sessions of Business of Design - Mduduzi Simelane talks about how to enhance the continent's filmmakers, while trend analyst, Nicola Cooper shares a snapshot of today's African consumer. It's probably not who your brand is targeting

By Leigh Andrews 11 Oct 2017

Mitigate market disruption by maximising customer experience

As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability

By Julia Ahlfeldt 11 Sep 2017

Why do some brands still shy away from giving consumers experiences?

Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers

By Khangelani Dziba 8 Sep 2017

#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity

By Louise Marsland 21 Aug 2017

#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?

By Louise Marsland 18 Aug 2017

#CEMAfrica2017: "Be an experience business or be out of business" - Adobe

CEM Africa attendees were presented with a choice of workshops to attend throughout the two-day summit. Here's why I'm glad I went with the session by James McDonald, solution consultant at Adobe, on how to be an experience-driven business

By Leigh Andrews 17 Aug 2017

#CEMAfrica2017: Your employees are always on - now TRUST THEM

Chantel Botha of BrandLove shares why you need to trust your employees to run with their own ideas of the best possible customer experience they can offer at the first day of CEM Africa 2017.

By Leigh Andrews 17 Aug 2017

#CEMAfrica2017: CX predictions for the future, action to take TODAY

If all you do is talk about customer experience or CX in your silos, chances are your brand will be left in the dust. Here's why you need to cut the red tape and take the plunge, straight from the opening panel of CEM Africa 2017

By Leigh Andrews 16 Aug 2017

Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered

By Danny Drew 27 Jul 2017

Eight startup marketing strategies that always work

Blogger and freelance writer for yen.com.gh Lisa Griffin discusses eight marketing strategies that always work for her.

By Lisa Griffin 17 Feb 2017

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 reputation

14 Jul 2016

Show more