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.
Enterprise Customer Experience Strategy Development: A Practical Roadmap
Did you know that one in four consumers will abandon your brand after just a single poor interaction? The margin for error has vanished. In an era…
Empathy in Customer Service Enhanced by Technology (Leader)
Discover how AI is enhancing customer experience by leveraging data to grasp what motivates your customers. By responding with empathy, you can build lasting loyalty that truly resonates.
Dishing the Dirt on DSTV
Uncover the shocking truth behind MultiChoice’s customer experience missteps, revealing critical lessons in brand communication and customer respect.
The Human Factor: A Top Insight from a CX Masterclass (BizCommunity)
Learn why the human touch remains vital in CX despite AI hype. Master customer insights, data, and empathy to truly win hearts and minds today.
The Body Shop’s UK Collapse: Brand Values Have Been Sadly Diluted (African Marketing Confederation)
Learn how The Body Shop’s UK collapse reveals the risks of losing brand values and authenticity. Learn why staying true to your purpose matters!
How Declining Customer Love Could Bite SA’s Big Banks in the Bottom Line (IOL)
Discover why trust, not fees, is driving South Africans to switch banks, with customer experience now the biggest threat to the big four’s bottom line.
Eagerly-Awaited Amazon Officially Opens Shop in SA (Maroela Media)
Being Responsive – The Silver Bullet in Improving CX
What Makes Women Good Leaders?
Customer Acquisition Takes a Backseat to Retention (Sunday Times)
Explore how customer retention has become the ultimate growth strategy. True loyalty stems from creating moments of surprise and delight, making customers feel genuinely acknowledged and valued.
Local CX Heavy-Weights Launch SA’s First B2B Client Experience Handbook “Eat Your Own Lunch” (Retail Brief Africa)
Discover how Eat Your Own Lunch revolutionizes B2B customer experience by encouraging brands to truly understand and embody the perspectives of their clients.
Omni Channel
It’s not About the Price Tag
Discover why customer empathy trumps price in tough economic times, revealing the secret to business resilience and customer loyalty.
Financial Services Temperature Check
Adcorp Solutions Group
Out of Touch and Out of Mind
Uncover the painful reality of bank customer experience, revealing how neglecting customer needs can erode trust and loyalty in an instant.
Flat Earnings after $248M Joint Venture Losses for Standard Bank (IOL)
Explore why customer focus is key – even amid losses, tech upgrades, and smarter CX remain Standard Bank’s play to stay competitive in a tough economy.
Talent Retention: A Top Concern for CEOs in 2024 Despite the End of the ‘Great Resignation’ (IOL)
Discover why CEOs rank talent retention as their top challenge in 2024 amid rising costs and shifting employee expectations. Leadership must act now!
SA Inc is Squandering Sales Growth (IT Online)
Learn how SA companies are leaving up to 30% in sales on the table by sidelining customer serviceproof that CX isn’t a nice-to-have, it’s a growth driver.
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