CX newsroom. where experience meets insight.
Explore expert-led articles, case studies, and CX reports that help you lead with clarity, confidence, and impact.
the latest in CX thinking
Explore the latest customer experience (CX) thinking – from real customer case studies to strategic insights shaping exceptional CX today.
CX Isn’t a Platform. It’s a Philosophy
Several reports are warning that quality CX is facing a crisis. Nathalie Schooling profiles two brands getting it right and shares three key actions CX leaders can take
CX Isn’t a Platform. It’s a Philosophy
Several reports are warning that quality CX is facing a crisis. Nathalie Schooling profiles two brands getting it right and shares three key actions CX leaders can take
Feedback should feel like a gift, not a chore
Feedback has become something people endure instead of something they feel invited into. In a world where every moment is met with a rating request, real insight is being lost behind rushed clicks and empty stars. The problem isn’t that people don’t care.
Tsebo Solutions Group
See how Tsebo used the nsights platform to capture live feedback, reduce churn, and integrate CX into daily operations.
Value vs Cost
In business, it’s tempting to chase the cheapest option—but that can come at a steep price. Drawing from decades of leadership experience, I share the one question that’s shaped every strategic decision I’ve made: “Will this create value, or is it just a cost?” It’s a simple filter with powerful results—and it might just change how you lead, spend, and serve.
Golden Rules for Creating Memorable Customer Experiences (Financial Mail)
Explore the golden rules of unforgettable CX - where emotion, not transactions, builds loyalty. Plan it. Personalise it. Make your brand truly memorable.
Consumers’ Expectations are Changing (IT Online)
Discover how Covid-19 changed customer expectations, made empathy essential, established hygiene as a must-have, and transformed local loyalty in the retail landscape.
B2C Markets have been using Customer Loyalty Programs for Decades
B2B loyalty programs transform customer relationships by rewarding engagement, reducing acquisition costs, and turning clients into brand advocates.
Take your Survey? Don’t Bank on It!
Decode the art of survey communication, revealing how banks can transform customer feedback from a dreaded chore into a meaningful dialogue.
5 Pain Points for Sales and Marketing in B2B Businesses
In B2B sales, understanding the customer's voice transforms challenges into opportunities, driving tailored solutions and competitive differentiation.
Growth, Challenges and Opportunities in South Africa (Issuu)
Navigate the complexities of omnichannel retail in South Africa, where customer demands intersect with last-mile delivery challenges, aiming for online success? It all comes down to logistics.
Customer Experience Trumps Product and Price in 2020 (BizCommunity)
Discover why customer experience has taken precedence over price—shoppers are seeking connection, not just products. Prioritise empathy, or risk falling behind.
Loadshedding Hits the Unprepared in Retail and Hospitality (BizCommunity)
Uncover how loadshedding is impacting more than just electricity—it's also affecting retail customer experience. Understand why adaptability and empathy are essential for navigating these challenges ahead.
Turning Customer Complaints into Moments of Magic
Discover how turning customer complaints into opportunities can enhance loyalty and drive business growth. Learn strategies to transform negative feedback into positive outcomes.
Caring – The True Heart of Business Success
Discover how genuine care can revolutionise business success, turning customer experiences from transactional to transformational in this powerful insight.
Ogilvy’s Creative Triumph: Winning 16 One Show Awards and Driving Impact (Media Online)
Explore how Ogilvy's 16 One Show awards highlight the transformative power of storytelling and creativity in creating meaningful impact and positive change in marketing.
Threat of Customer Push-Back Against AI Looms (BBrief)
Discover how South African businesses are tackling the AI skills gap and customer resistance in customer experience, with insights for successful implementation.
Bye Bye British Airways / Comair (news24)
Discover how British Airways' exit from South Africa, as Comair pulls the plug, signals a major shake-up in local air travel.
The Cost of Focusing on Product over People (IOL)
Unpack the CX lessons behind Melissa’s liquidation, where a failure to prioritise customer experience ultimately overshadowed premium products and a beloved brand identity.
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