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#Trending: The rise of consumer resilience
#Trending: The rise of consumer resilience

How are people coping in this new connected world? A global study from Viacom looks at The Next Normal: Rise of Resilience among consumers, including from Nigeria and South Africa, and how brands should respond...

By Louise Marsland 7 Nov 2017

The power of consumer insights (combined with woke strategy and creative)
The power of consumer insights (combined with woke strategy and creative)

Never has it been so evident to acknowledge and value the power of consumer insights in 2017...

By Thomas Sepheka 20 Oct 2017

Mitigate market disruption by maximising customer experience
Mitigate market disruption by maximising customer experience

As industries across the board find themselves having to transform to keep up with a digital economy, customer experience (CX) is playing a significant role in providing businesses with opportunities for innovation and sustainability...

By Julia Ahlfeldt 11 Sep 2017

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Why do some brands still shy away from giving consumers experiences?

Khangelani Dziba writes that brands giving consumers experiences as a way of marketing their brands, building brand love and affinity is definitely one that needs to start dominating the discourse of most marketers...

By Khangelani Dziba 8 Sep 2017

Joe Fuster
#CEMAfrica2017: ‘Remember that I'm human' - your customer

There is an organisational shift taking place in the customer experience industry, where traditional siloed structures are breaking down to enable a culture of customer-centricity...

By Louise Marsland 21 Aug 2017

Phakiso Tlali
#CEMAfrica2017: Embracing a CX ‘citizen first' strategy in government

How do you convince your colleagues in government to embrace citizen needs first and deliver excellent customer service and experience to citizens, meeting service delivery needs and solving their problems?

By Louise Marsland 18 Aug 2017

Analytics is critical, but data is being left out
Analytics is critical, but data is being left out

Without incorporating data from all channels, organisations will rely on a level of assumption, allowing a disconnect between what customers want and what is being delivered...

By Danny Drew 27 Jul 2017

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