Immersion Group Archives - AfricaBusiness.com

19May

By Africa BusinessNo Comments

Business, South Africa News

A successful omnichannel strategy should be customer obsessed

The consumer industry is in a state of constant disruption. Along with advances in technology, more informed and sceptical consumers are holding business to higher standards. According to Reynhardt Uys, Chief Experience Officer, Immersion Group, a global team of experience design expert, an organisation’s success in delivering a customer-centric experience across every business channel is no longer a differentiator, but a determinant of survival. Uys says forward-looking organisations understand that profound change is inevitable, and that this presents enormous opportunity for growth for fully integrated omnichannel businesses that embrace UX, UI, CX, systems thinking, design thinking and experience design. “While the omnichannel concept has its roots in marketing, the idea of operating ...

16Apr

By Africa BusinessNo Comments

South Africa News

SA shoppers are online. Retailers need to meet them with an exceptional experience

Consumers are embracing the e-commerce experience in growing numbers and corporate South Africa is taking serious notice, according to Geoff Hardy, Head of Digital, Immersion Group, a global team of experience design experts. Across the globe online sales have surged, while locally online transactions on Black Friday alone grew by more than 60%, and a recent study released by Mastercard found that 68% of South Africans are shopping more online since the beginning of last year. “The Covid-19 pandemic undoubtedly accelerated prevailing trends as well as consumer behaviour and preferences by as much as a decade. This extraordinary industry-wide transformation is a forecast of the future of South African retail,” notes Hardy. He says a solid digital footprint and strategy have become non-negot...

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...

Inclusive design is transforming the customer journey as digital accelerates and expectations skyrocket

29Jan

By Africa BusinessNo Comments

Tech

Inclusive design is transforming the customer journey as digital accelerates and expectations skyrocket

Embracing inclusive design is a pathway to innovation that organisations ignore at their peril says Reynhardt Uys, Chief Experience Officer, Immersion Group. “Before now, it was common for the industry to see accessibility and inclusion as a box to tick somewhere within the design or process, but as Covid-19 has accelerated the digital world, inclusive design has now moved up the list of priorities for many organisations. We’re still seeing a huge emphasis on USSD functionality for customers with feature phones or phones that don’t have an active internet connection. Whilst services are made available on other channels like an app or a website, the functionality also exists on USSD to create an omni-channel experience to different user types. Something as simple as changing the font size a...