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.
Mapping Customer Interactions: A Strategic Guide to CX Success in 2026
Why is it that despite an extensive digital presence, your customers are still slipping through the cracks without a clear explanation? It's a...
Weather the Cost of Living Crisis with Good CX
Navigate the stormy economic seas of South Africa by transforming customer experience into your ultimate competitive advantage and survival strategy.
Amazon’s ‘Local Is Lekker’ Strategy Taps into Growth Potential (IOL)
Discover how Amazon’s strategic entry into the South African market, with its tailored local offerings, is set to tap into the growing online shopping potential.
Five Steps Companies can take to Retain Top Talent
Discover the critical strategies for retaining top talent in 2024, where employee engagement and purpose are the new currency of workplace success.
Employees Love Remote Work, but Customers Strongly Don’t (IOL)
Discover the overlooked challenges of remote work—while employees enjoy the flexibility, customers may not share their enthusiasm. Without effective solutions, customer experience (CX) could suffer in a hybrid environment.
Covid-19 has Changed Consumers Expectations (BizCommunity)
Discover how Covid-19 transformed customer service, emphasising empathy, hygiene, and supporting small businesses as key factors in winning customer loyalty.
Well, I am Stump(i)ed
Uncover the digital customer service nightmare hidden behind a simple milkshake order, revealing the critical importance of seamless, empathetic retail experiences.
Your Expectations vs Customer Needs – Mind the Gap
Reveal the true essence of hospitality beyond picture-perfect aesthetics, showing how genuine warmth trumps pristine decor in creating memorable guest experiences.
Can AI and Chatbots Really Deliver Customer Experience Excellence? (African Marketing Confederation)
Explore how AI and chatbots are reshaping customer experience in Africa, balancing smart tech efficiency with the irreplaceable human touch to deliver real CX excellence.
Talking Client Behaviour with Discovery Insure CEO
Learn how Discovery Insure CEO Anton Ossip approaches client behaviour tracking and why measuring the right data creates value for both business and customer.
Vitamin Sales get Covid Boost (Sunday Times)
Explore how the pandemic has fueled a surge in demand for immune-boosting supplements like vitamin C and zinc, challenging suppliers to keep up.
Companies and Employees like Remote-Hybrid Work. Customers Don’t! (African Marketing Confederation)
Explore how the remote-hybrid work model, cherished by businesses and employees for its flexibility, frustrates customers due to subpar service.
Nathalie Schooling Live on the Afternoon Drive (Radio 702)
Tune in to Radio 702’s Afternoon Drive to catch Nathalie Schooling as she dives into the importance of customer experience—no nonsense, just genuine insights and practical advice.
POPIA: Too Little too Late? (IT Online)
Discover why POPIA compliance alone won't automatically rebuild consumer trust. According to Nathalie Schooling, only authentic and seamless customer experience can effectively bridge the trust gap in South Africa for the long term.
How to Create a Customer Persona
Discover how to create customer personas grounded in empathy and insight so you can design experiences that truly resonate with the people who matter most.
Flat Earnings after $248M Joint Venture Losses for Standard Bank (Press Reader)
Discover how Standard Bank is betting on tech and CX to stay ahead. Resilience starts with putting customers first in a shaky economy.
Should we be Redesigning Our Customer Experiences? (IT News Africa)
Explore how redesigning customer experiences through journey mapping puts businesses in their customers' shoes, unlocking emotional insights that drive loyalty and growth.
Excellent Customer Service, not Price, Wins over Consumers (BizCommunity)
Explore the reasons why exceptional service outshines low prices. Empathy, quality, and genuine human connections foster loyalty during challenging times. Relying solely on bots won't be enough.
Peiling: Mense Nie so Opgewonde oor KI (Beeld)
Dive into the reasons behind the 56% of South Africans expressing concerns about AI in customer experience. This highlights an important insight: empathy and trust remain central to customer experience.
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