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…
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.
Information Services CX Research Report
See how leading information services firms are using CX to build trust, streamline service, and drive digital maturity.
CEOs Take Note: The Pandemic has brought about a Fundamental Shift in What Customers see as your ‘Product’
CEOs must recognise CX as the product, not a separate entity, driving customer-centricity through authentic connections and holistic experiences.
Does the Customer Always Come First? (Top Business Women)
Discover how customer experience extends beyond mere service. It’s emotions that shape behaviour, rather than just transactions. If you’re aiming for genuine loyalty, prioritise empathy at every interaction.
Thomas Cook Failed to Adapt to a New Generation of Travellers (Money Marketing)
Discover how the downfall of Thomas Cook serves as a cautionary tale for customer experience. It highlights that when brands overlook changing consumer expectations, even a legacy of 178 years can’t protect them.
Marketing Smoke and Mirrors – A Recipe for a CX Disaster
Unveil the hidden dangers of marketing gimmicks and learn how authenticity can transform customer experience from deception to genuine connection.
Digital Generation Store
Amazon Launches in South Africa: The Necessary War for Efficiency (Memeburn)
Newsjacking Gone Wrong: A Recipe for a CX Disaster (Bizmag)
Explore how DStv’s attempt at newsjacking went wrong and the crucial role of customer experience (CX) in marketing. Misalignment within teams can lead to even the most innovative campaigns falling flat.
World Entrepreneur Day: Four of South Africa’s Best that You Should Know (IOL)
Unpack the stories of four South African entrepreneurs turning bold ideas into community gold this World Entrepreneur Day. Innovation meets impact!
Suppliers Battle Demand as Vitamin Sales Get Covid Boost (Daily Dispatch)
Discover how vitamin suppliers struggle to meet soaring demand as consumers boost immunity amid Covid-19. Supply chain tensions impact availability and access.
Marketing Smoke and Mirrors: How to Avoid CX Fails (Media Update)
Discover how a Rugby World Cup promotional campaign fell flat and understand why it’s essential to align your marketing with customer experience (CX) to cultivate loyal and satisfied customers.
Nathalie Schooling Listed in Top Global CX Thought Leader List (Media Update)
Discover how Nathalie Schooling became one of the leading voices in customer experience worldwide, showcasing that South African talent can significantly shape the global CX landscape.
Hybrid Workspace Ask Campaign
Ripadvisor: Skew your Measures at your Peril
Uncover the hidden dangers of skewed rating scales and learn why balanced feedback is crucial for authentic customer experiences and business growth.
Thomas Cook Missed the Digitalisation Boat, and Suffered for It (Times Alive)
Explore how one of the oldest travel brands in the world has struggled to maintain its relevance and what lessons South African businesses can draw regarding customer loyalty in today’s digital-centric landscape.
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