customer experience management Archives

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...

Modernising customer communication is key to improving customer experience

19Sep

By Africa BusinessNo Comments

Business

Modernising customer communication is key to improving customer experience

By Wayne Toms, GhostDraft CEO The advent of a hyper-connected, digital world has changed the way businesses and their customers interact. Far from just “leveraging” some digital tools to make life easier for customers, it is fair to say that the modern consumer insists on interacting with companies on their own terms, and on the channel of their choice. And with more choice than ever before, consumers are accustomed to simplicity, convenience and ease of use. In light of this reality, it’s no surprise that the term customer experience (CX) has become increasingly important and features very highly on a business’s priority list. Businesses are being forced to tailor and reinvent their product offerings. The difficulty arises when businesses such as banks or insurers need to communicate wi...

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...