CX
How to Move from Channels to Seamless Engagement for Better CX
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Why Balancing Customer Experience with PoPIA Compliance is Critical
Image sourced from Innoverse 365. Meeting growing customer demand for relevant, personalised experiences while managing the regulatory demands of protecting data is emerging as one of the most significant challenges facing South African businesses today. Aspects such as managing customer consent and conforming to data privacy legislation create complexities for cloud-based data and analytics solution providers, the brands that use them, and the customers themselves. Given how the management of personal information (PI) is driven by the likes of the General Data Protection Regulation (GDPR) in Europe and the Protection of Personal Information Act (PoPIA) in South Africa, companies and providers need to navigate a minefield of compliance requirements to avoid significant financial fines and ...
Why Most Companies are Getting Customer Experience Wrong
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4 Steps Manufacturers Can Take To Deliver Excellent CX
Sourced from TTEC.com According to IDC, the manufacturing industry’s global ICT spend will reach $459-billion by 2022. To be successful, businesses must persuade customers that they provide something unique and superior to their competitors. A differentiated customer experience is the top strategic business objective of worldwide companies. Customer experience (CX) refers to the whole process of interaction between a client and an organisation with which it has a relationship. CX is evolving as customisation gives way to scaled empathy. Manufacturers are the backbone of any economy, and in order to flourish, manufacturers must adopt a customer-centric strategy that places customers at the core of their business. In order to succeed, companies must convince their clients that they can deliv...
Businesses Are Still Divided on Using Emojis in the Workplace
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Altron People Solutions Partners with LivePerson to Deliver AI-powered Messaging for Better Customer Experiences
Altron People Solutions, a subsidiary of JSE-listed technology company Altron, was recently named as a Preferred Partner of LivePerson, a global leader in Conversational AI. The partnership will deliver AI-driven conversational experience solutions to the South African market and help companies pivot their businesses away from traditional voice-based channels to digital messaging channels. “The Altron People Solutions-LivePerson partnership is setting the bar when it comes to conversational experiences. South African brands can now leverage AI-powered bots to answer consumer messages alongside human customer service employees; we refer to this the Human-AI Tango,” says Darryl Marcus, head of business development and CX enabling technologies. “The devastating impact of the COVID-19 p...
Why Real-time Analytics are Crucial to Online Retail
In the digital age, data is a currency all on its own. The retail sector has lagged in leveraging the value of real-time data, due to a number of factors. However, given the current economic climate, they can no longer afford the luxury of remaining in the dark. The power of data is revealed through near real-time analytics, and it can deliver incredible benefits for the retail sector. Harnessing the power of daily sales and stock on hand data is the missing link in enabling Just in Time (JIT) manufacturing – the panacea where manufacturers produce just the right number of goods that are delivered at the right time to the right place to find their way into the hands of the right consumers. Visibility is the key The daily sales and stock data in retail hold a powerful repository of informat...
