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...
How Digital Disruption is Changing The CX Game in the Finserv Industry
Explore how digital disruption is reshaping CX in financial services and why a true 360° customer view is no longer optional.
CX Business Research Report
Discover how CX priorities shifted during the pandemic—and what lasting lessons organisations are still applying today.
Three Quarters of Companies See Sales Decline (Moneyweb)
Discover how SA businesses must adapt fast to survive COVID-19's sales drop, digital agility and empathy are now the keys to winning loyal customers.
Three Quarters of Companies See Sales Decline (OFM)
Discover how 75% of South African companies are grappling with declining sales and the urgent need for digital adaptation in a post-pandemic landscape.
The Newspaper Coverage (The Newspaper)
Discover how Eat Your Own Lunch helps South African businesses turn empathy and active listening into powerful tools for client loyalty and long-term growth.
Companies and their Staff like Remote Hybrid Work. The Problem is their Customers Don’t!
Uncover the hidden challenges of hybrid work and its impact on customer experience in this revealing exploration of modern workplace dynamics.
Consumer Values, Spending Behaviour have Changed (IT Online)
Discover how COVID-19 changed the buying habits of South African consumers—now, 74% support small businesses, while brands that focus solely on automation are losing the essential human connection that customers value most.
Old Mutal Insurance
See how Old Mutual Insure used customer journey mapping and VoC insights to reduce churn and strengthen satisfaction.
These SA Companies totally Nailed their CX in 2021
Discover how South African brands like Sun International, Arrowhead, and Checkers transformed customer experience during challenging times, setting new standards of innovation and empathy.
How Declining Customer Trust Could Bite SA’s Big Banks in the Bottom Line (news24)
Uncover why trust, not fees, drives customers away from SA's big banks, and how CX could be their only lifeline in a loyalty-shy landscape.
You Never get a Second Chance to Make a First Impression
Unveil the critical importance of first impressions in customer experience, revealing how a single moment can make or break brand loyalty and customer satisfaction.
Lack of Attention to Customer Experience Is Costing Your Business-Study Reveals (IT News Africa)
Discover how improving customer experience can boost your sales by 30%. The key lies in leadership that genuinely listens and embodies the commitment rather than just promoting it.
Cape Town Landlords Ask Government to Freeze Rates and Taxes (Business Day)
Explore how Cape Town landlords are urging the government to freeze rates and taxes, aiming to ease financial pressure during Covid-19 lockdowns and help tenants survive the tough economic climate.
AI and Chatbots: Useful CX Tools or Nuisance? (IT Web)
Explore how AI and chatbots reshape customer experience, striking the delicate balance between tech efficiency and human empathy in South AfricaÂ’s evolving CX landscape.
Let the E-Commerce Brand War Begin (The Media Online)
Explore how the entrance of global e-commerce giants like Amazon, Temu, and Shein is shaking up the South African market, forcing local players to elevate their CX strategies.
How I Make Money with Customer Experience
Discover how customer experience expert Nathalie Schooling transformed CX into a lucrative strategy. Don't miss her insights on The Money Show.
Tourism’s Long-term Recovery won’t Come from Short-Term Thinking (BizCommunity)
Explore how exceptional customer service—beyond just breathtaking wildlife and stunning views—plays a crucial role in South Africa's sustainable tourism success and growth!
Customer Loyalty is at Risk as the Economy Limps Along (Financial Mail)
Discover how focusing on customer retention can be your strategy for weathering economic downturns. Satisfied customers are more likely to spend more, remain loyal, and help drive genuine growth.
sign up for our newsletter!
Improve your customer experience.
Get 20+ years of tips, insight and expertise, delivered to your inbox.