Customer Experience (CX)

Google Wallet will enable cardholders of South Africa’s partner banks to securely and efficiently make contactless payments via Android phones and Wear OS devices.

Forsta, a provider of market research and customer experience (CX) technology, launched Digital Diaries mobile ethnography app, designed to obtain actionable, qualitative insights at scale. Available for iOS and Android devices, the mobile app complements Forsta’s desktop customer journey and ethnography solution. It is available to users of the Forsta HX (Human Experience) platform, which […]

Oracle introduced Oracle Utilities Agent Service, a cloud application specifically for utility customer service teams. Agent Service combines Fusion CX and utility applications to improve customer service while boosting sales. It brings billing, usage, and interaction history together in a single dashboard to provide agents a holistic view of each customer. Combined with new AI-powered […]

Forsta, a provider of market research, customer experience (CX), and employee experience (EX) technology, has launched the Human Experience (HX) Partner Program for Market Research Agencies, enabling them to offer their clients a fully white-label, integrated voice of the customer (VoC) programs hosted on Forsta’s technology platform. The HX Partner Program enables market research agencies […]

To transform customer engagement with intelligent Human to Everything (H2X) interactions across all customer experience (CX) platforms of digital-first businesses Tata Communications, a digital ecosystem enabler, launched DIGO, an in-network, cloud communications platform to power up customer engagement for digital-first businesses. The platform offers a full suite of device-agnostic communications tools to seamlessly integrate into […]

Considering human expertise and intentionality when making meaningful decisions, hybrid intelligence is changing the direction of the AI revolution.

Without focusing on customers, investing in skills, and consolidating inputs, organisations cannot grow and demonstrate CX success Organisations that demonstrate how customer satisfaction is associated with growth, margin and profitability are more likely to report customer experience (CX) success and are 29 per cent more likely to secure more CX budgets, according to a survey […]

Several SA businesses across industries work on innovative tech solutions for enhanced CX, higher ROI, and global expansion. Innovation will aid South Africa’s economic growth, said science and innovation minister Dr Blade Nzimande, who was recently on a week-long visit to Silicon Valley. According to the minister, over two-thirds of South African businesses are innovation-active. […]

Concentrix, a provider of customer experience (CX) services and technologies, will acquire ServiceSource, a customer journey experience company, in an all-cash transaction. “We are delighted to join forces with Concentrix and the opportunity it provides for us to execute on our strategy to drive client success by bringing the world’s greatest brands closer to their […]

Gupshup, a provider of conversational engagement solutions, has acquired AskSid, a conversational artificial intelligence provider to eCommerce and retail companies. AskSid’s AI solution, including the Retail AI brain, strengthens Gupshup’s customer experience (CX) offerings and will help make the entire shopping journey across pre-purchase, purchase, and post-purchase phases conversational. “Conversational commerce is about to transform […]