customer experience Archives - AfricaBusiness.com

8Oct

By Africa BusinessNo Comments

Business

How to simplify customer interactions for happier, more loyal customers

Kelvin Brown, Customer Operations Executive, Telviva Simplifying customer interactions can lead to happier, more loyal customers. There is more choice than ever before, meaning customers are not forced to endure a customer experience (CX) that is characterised by clutter or unnecessary friction. We’ve all experienced difficult customer experiences. Just recently, I opted to use WhatsApp to engage with a business but was channelled back and forth between channels to ultimately accept that I was number 200-odd in the voice queue. Ironically, that was the most positive outcome. How, then, do businesses get it right? It starts by balancing digital transformation with CX. Businesses are under pressure to implement digital channels and technologies such as artificial intelligence. They’ve he...

25Jul

By Africa BusinessNo Comments

Tech

NielsenIQ integrates Consumer Panel and Retail measurement data into its NIQ Discover platform – providing clients with a powerful connected user experience

NielsenIQ has integrated consumer panel and retail measurement data into NIQ Discover – enhancing the cloud-based platform’s ability to help brands and retailers differentiate and succeed in a competitive market. High quality consumer panel data brought to life through on-demand technology now live in all 23 NIQ panel markets across North America, Europe, Asia, Pacific, South Africa and Latin America NielsenIQ (NIQ) announced the integration of Consumer Panel and Retail measurement data into its NIQ Discover platform, providing retailers and brands the Full View™ on a single platform. NIQ Discover enhances the client experience by leveraging a new cloud-based architecture and aggregation engine that provides faster data access and greater user flexibility. NIQ's Discover platform fo...

3Oct

By Africa BusinessNo Comments

South Africa News, Tech

Leveraging unified commerce solutions for customer-centric retail success

In the dynamic world of retail, understanding the evolving nature of the consumer journey is paramount. With increasing technological advancements and rising customer expectations, retailers need to be agile and responsive, ensuring their customers can seamlessly navigate an unlimited array of shopping experiences. To cater to this demand, unified commerce platforms are stepping up, offering solutions that not only enhance customer experience but also help retailers effectively manage their operations. In South Africa, where intermittent power supply often means people have to be tactical shoppers, understanding local nuances of using world-class international solutions become crucial. For instance, local retail customers often have to alter their shopping habits to 'follow the power'. P...

CX is the key to staying ahead of the competition

22Sep

By Africa BusinessNo Comments

South Africa News, Tech

CX is the key to staying ahead of the competition

Immersion Group's new head of experience design, Ismail Dawjee, believes that the company's recent rebranding efforts will help it become a leading player in the experience industry by setting a new standard for how all experience disciplines work together. According to Dawjee, this unified approach will maximize profitability and growth potential for the company. Immersion Group's recent CEM Africa Summit in Cape Town was a key launching point for its new brand identity. The response from attendees was positive and showed great promise for the company's future. He believes that experience design should be used as a way to gain a competitive advantage, and that by integrating different disciplines into the experience design process, organisations will see a significant impact. Forward-...

89% of GCC consumers will opt for digital banking services over visiting a physical branch post Covid-19

7Jul

By Africa BusinessNo Comments

Fintech

89% of GCC consumers will opt for digital banking services over visiting a physical branch post Covid-19

77% of respondents in the GCC access digital banking services at least once a week 44% are willing to switch to a different bank due to poor customer relations 31% perceive their bank’s current offering of access to online banking services as weak Consumer appetite for digital banking services continues to grow in the countries of the Gulf Cooperation Council (GCC), accelerated further by the COVID-19 pandemic, according to a new survey conducted by Backbase with YouGov. Eighty-nine percent of respondents to the survey said that they are now more likely to opt for digital banking services rather than make a physical visit to a bank branch, with consumers saying they prefer digital self-service banking solutions delivered with the same convenience as their ecommerce, entertainment, and...

1Jul

By Africa BusinessNo Comments

Main, Tech

Digital transformation should be about the customer, not the technology

Digital transformation alongside automation enablers like artificial intelligence (AI) and Robotic Process Automation (RPA), coupled with the responsible utilisation of data assets will be determining business success factors over the next five years, according to Grant Phillips, Group CEO at e4. While the landscape will be enormously different in the coming years, Phillips says that the brands who will succeed the most are those that move beyond a fascination with the technology itself but to understand how it can address ever changing customer needs and expectations, remembering that winning will be defined by how the technology capability has delivered a world class user experience. “Looking forward, increasing digital interactions, engagement, digital delivery of services or products w...

28Apr

By Africa BusinessNo Comments

Business, Fintech, Kenya News, Nigeria News, Tech

Ajua Acquires WayaWaya

Leading Customer Experience Platform for Africa to Integrate Intelligent Messaging and Payments Platform Across its Product Suite Ajua, the integrated Customer Experience Management solution for businesses in Africa, has acquired WayaWaya, the Kenya-based Artificial Intelligence [AI] and Machine Learning [ML] known for its innovative Janja platform, that enables borderless banking and payments across apps and social media platforms, for an undisclosed sum. WayaWaya founder and lead Janja product builder, Teddy Ogallo, joins Ajua as VP of Product APIs and Integrations. The acquisition of WayaWaya allows Ajua to integrate Janja to automate much of the customer experience journey by integrating janja.me product into their product stack, closing the customer experience loop as the...

27Apr

By Africa BusinessNo Comments

Business

Ryan Strategic Advisory Highlights Bahrain’s Role In The Evolution of Global Business Process Outsourcing (BPO) In White Paper With SILAH GULF

UK- based consultancy, Ryan Strategy Advisory, today unveiled a whitepaper prepared for Bahrain-based business process outsourcing company, Silah Gulf, presenting the role of the Kingdom in driving growth of global BPOs. Titled, ‘Leveraging Bahrain for Customer Experience Excellence,’ the whitepaper highlights the strengths of Bahrain as a regional player with strong links to GCC countries and the attractive propositions the country offers for global clients. Mr. Peter Ryan, Founder and Principal Analyst of Ryan Strategy Advisory said: “Customer experience management faces significant challenges that impact end-user interaction and empowers agents, especially while dealing with the challenges of COVID19. Many enterprises are actively exploring new delivery points looking beyond their own...

16Feb

By Africa BusinessNo Comments

Business, South Africa News, Tech

Avoiding common mistakes while crafting the ultimate customer experience

Creating a memorable customer experience is fast becoming a top priority for businesses – and for good reason, says Reynhardt Uys, Chief Experience Officer, Immersion Group. He notes that customers no longer base their loyalty on price or product alone. Instead, they stay and spend, with companies based on the overall experience they receive. “Quite simply, organisations who fail to adopt a customer-centric approach risk lagging behind competitors who have already become customer-obsessed.” While research shows 86% of buyers are willing to pay more for a great customer experience, Uys says there are several common mistakes that can derail efforts at personalisation and the customer journey. “Developing an unmatched customer experience involves applying the most appropriate methodologies an...

SMMEs primed for growth as economy slowly takes steps to recover

23Jan

By Africa BusinessNo Comments

African News, South Africa News

SMMEs primed for growth as economy slowly takes steps to recover

While South Africa’s economy took a series of blows over the last year, business owners remain confident that things will slowly start to stabilise in 2021. This was reaffirmed with South Africa's SACCI business confidence index rising to 93.4 in November of 2020 from 92 in October, above pre-pandemic levels. According to Trevor Gosling, Co-founder and CEO of Lulalend, a large part of the country’s growth this year will be dependent on SMMEs. “Despite the impact of the Covid-19 pandemic, the remarkable ability of these businesses to adapt to change has helped them evolve and ultimately survive. Companies were resilient, optimistic and innovative, trusting that, although the situation will not improve considerably in 2021, it will be able to at least start stabilizing.” Gosling says that t...