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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…
Someone Scammed Your Customers! Now What?
Master the art of digital trust by uncovering how businesses can shield their brand from scams and protect customers in an increasingly complex online world.
The Sil (O) ent killer in CX
Decode the silent killer of business success: silos, revealing how breaking down departmental barriers can unlock extraordinary customer experience and growth.
Should Businesses Use Emojis in Their Communication? Here’s what a Survey had to Say (IOL)
Discover how emojis are reshaping business communication, making brands more approachable and authentic, while balancing professionalism in a digital-first world.
Why your Customer Satisfaction Scores are High but Growth is Low
Covid-19 has Changed Your Customer, so Keep Up (Business Day)
Learn how Covid-19 flipped the business script, making customer experience the new king as South African companies race to keep up with a changed and savvy post-pandemic customer.
How Reverse Logistics can Make or Break E-Commerce Businesses (Business Alive)
Uncover the power of reverse logistics as a game-changer for South African e-commerce. It transforms expensive returns into opportunities for customer satisfaction while enhancing sustainability through the circular economy.
Amazon Amptelik in SA (Maroela Media)
Discover more about Amazon.co.za’s launch in South Africa—a potential game-changer aimed at providing you with an exceptional online shopping experience right at your fingertips.
Business Should be Wary as Consumers Go into Survival Mode
Learn how women in South Africa adapted during lockdown by focusing on survival—reducing discretionary spending, prioritising essential needs, and supporting local businesses. This shift prompted companies to reconsider their approach to convenience and community engagement.
The Experience Economy: Are SA Retailers Ready? (Retailing Africa)
Explore how South African retailers could jeopardize their market share if they overlook the experience economy. Success hinges on delighting customers both online and offline—there are no shortcuts!
Threat of Customer Push-Back Against AI Looms (IT Online)
Enhance customer experience by combining AI with human insight—South African companies need to address skill gaps and build trust to prevent expensive errors.
The Importance of Responsiveness
Uncover the power of responsiveness in business, revealing how lightning-fast customer service can transform competitive advantage in today’s digital marketplace.
How do you Create an Authentic Brand Experience?
‘Vindicated’ Sisa Ntshona Reinstated as CEO of SA Tourism (Citzen)
Explore how long term CX thinking and service excellence are key to South Africas tourism recovery and why repeat business starts with better staff training and customer care.
Pearls of Wisdom
Q&A with Nathalie Schooling, CEO & Founder of Nlightencx (Women On Top)
Explore how Nathalie Schoolings expertise in customer experience helps businesses boost their success through deep insights, smart CX strategies, and empowering staff training.
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