28 February 2019
In Articles
3 Ways That Chatbots Fail
You’ve probably encountered at least one across myriad messaging platforms. In a customer first era, chatbots are a smart solution to automating...
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Articles
29 November 2018
In Articles
Top 3 CX tech trends around the world
As companies look to technology to improve their customer experience, CX teams will need to bridge the gap between their goals and...
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29 November 2018
In Articles, Technology
AI and robotics: today’s face of CX
As one of the top 3 trends in CX, Robotics and AI can boost productivity, reduce costs and improve service. As organisations...
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Taking performance to new heights
Achieving the best results ever in 2018, athletes at The Martin Dreyer Change a Life Academy are raising the bar in paddling,...
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Merchants SA Recognised as a Certified Top Employer 2019
Merchants SA has been officially recognised by the Top Employers Institute as a Top Employer 2019 for excellence in employee conditions. Organisations...
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26 September 2018
In Articles
Top 5 contact centre trends in 2018 and beyond
Thanks to new digital capabilities, better analytics and the cloud, 2018 continues on its trajectory to place the customer experience (CX) at...
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26 September 2018
In Articles
Humanising the customer experience
Every successful customer experience relies on real human connection. Whether they’re your customers or employees, they’re driven by uniquely human qualities...
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24 June 2018
In Articles
Digital disruption: more about the disruptive than the digital
Digital disruption is a term being heard more and more often across various industries, from contact centres in the service sector to...
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24 June 2018
In Articles
Opinion Piece: how to deal with a brand crisis caused by poor customer service
Brand crises are a harsh reality for all organisations. Dealing with them is not becoming any easier. Instead they have become complex...
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23 June 2018
In Articles
Opinion Piece: Disrupting The Norm
The way of doing business is changing rapidly and, as a result, customer engagement will have to follow suit. Customer needs are...
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