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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…
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.
The Emergence of a Unified Retail Model (IT News Africa)
Explore how unified retail merges the convenience of online shopping with the engaging atmosphere of in-store experiences, creating delight for customers across all channels. The future of retail is all about seamless integration!
Nordy of Nice? A Tale of True Customer-Centric Culture
Explore the legendary ‘Nordy’ culture at Nordstrom, revealing how true customer-centricity transforms ordinary service into extraordinary experiences.
Learning to Accommodate Customers’ Emotional Responses
Thanks, but no Thanks
Reveal the secret to effortless online shopping by transforming product returns from a dreaded chore into a seamless customer experience.
Confidence is Low, but Buying Decisions are not made on Price Alone (IT Online)
Learn why South African consumers facing load-shedding and rising inflation prioritize excellent service over the lowest prices—quality experiences always outshine budget options.
Most Customers HATE when Companies Use AI Chatbots (EWN)
Explore the reasons behind the widespread dissatisfaction with AI chatbots, highlighting the frustration, lack of empathy, and trust concerns that contribute to the negative sentiment towards automation.
Employee Loyalty’s about Meaning, not Money (Business Day)
Discover the importance of meaning over money—employees today seek purpose rather than just perks. To keep your best talent, prioritise empathy over empty promises.
Adapting to Changing Customer Behaviour (African Retail)
Learn how South African businesses are rethinking agility, empathy, and digital transformation as they adapt to shifting customer expectations in a post-pandemic world.
SA Company Leaders are ‘Out of Touch’ with Customers (Media Update)
Uncover the reasons behind the disconnect among SA leaders and their customers—while 72% acknowledge the importance of customer experience, just 18% prioritise it. This gap is proving to be a costly oversight.
Sluggish Economy Takes a Toll on Consumer Spending (Moneyweb)
Discover how SA’s slow economy hits consumer spending. Insights from nlightencx on supplier payments, commuter struggles, and customer experience strategies.
#WorldEmojiDay: Businesses Divided on using Emojis in the Workplace (BizCommunity)
Are emojis the secret sauce or a slippery slope in business comms? With leaders split down the middle, this article dives into when an emoji builds rapport, and when it backfires.
The #1 Reason your Website Might be Ruining your Customer Experience
Decode the digital shopfront secrets, revealing how websites can make or break customer expectations in the blink of an online moment.
Why you Can’t ‘Wing’ Tourism Recovery
Uncover the hidden potential of South African tourism by transforming customer experience from a neglected afterthought to the ultimate competitive advantage.
5 Steps to Retain your Skilled Employees (Bizmag)
Discover the 5 smart moves modern companies are making to keep their top talent engaged, empowered, and far from the exit door.
SA Companies Lack Customer Service Focus (Moneyweb)
Discover why many South African companies are failing in customer experience. Nathalie Schooling emphasizes that neglecting service isn’t just harming loyalty; it’s stifling growth as well.
The Cost of Product Returns: How Reverse Logistics Can Make or Break E-commerce Businesses (Retail Brief Africa)
Explore how reverse logistics is key to e-commerce success in South Africa. Learn why hassle-free returns boost customer loyalty and grow your business!
Client Retention or Acquisition? What Should you Focus on?
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