Ian Jacobsohn, Independent Contributor A customer complains through the call centre, email, WhatsApp, a branch or social media, and the instinct is to route it to whichever team...
Outside the box
AI raises the bar for digital literacy
Michelle Dobson, Head of Brand at Pnet Most professionals today know how to send an email, navigate a basic spreadsheet, put together a presentation or make a video call without thinking...
Women, wealth and legacy: Protecting the women who protect everyone else
Jabulile Sigasa, Customer Experience Head at FNB Insurance & Carin Meyer, Product Head for Wills and Deceased Banking at FNB Fiduciary Women are often the glue that holds families...
92 million jobs may disappear by 2030 – but mine didn’t exist in 2020
Safee-Naaz Siddiqi, Professional Support Lawyer, Knowledge Management and Competition Law, Cliffe Dekker Hofmeyr People fear a future where their jobs will be performed by AI. We’re...
What makes a loyalty program stand out?
Richard Cramer, Loyalty Director at Achievement Awards Group Loyalty programs are not new to customers. They’ve become a familiar and even ubiquitous part of life, expanding and...
6DOT50 and Supergroup dealerships complete South Africa’s first integrated cryptocurrency vehicle purchase
Matthew Mead, CEO of Hyperclear Global Investments Hyperclear Ventures' fintech subsidiary, 6DOT50, has successfully enabled its first integrated cryptocurrency vehicle purchase...
UP’s CE Index shows trust is doing heavy lifting in investment and life insurance
Professor Adré Schreuder, Head of the Industry Chair in Customer Experience at UP South Africa’s life insurance and investment industries delivered strong customer experience results...
Surging fuel costs force SA SMEs into survival mode as confidence cracks
Jeremy Lang, Managing Director at Business Partners Limited South African small and medium enterprises (SMEs) entered 2026 on a more cautious footing as rising fuel prices, driven by...
Shaping global fintech trends with stablecoin solutions
Lasbery Oludimu, VP of Operations and MD of Yellow Card Nigeria Africa shares key characteristics with other dynamic emerging markets like Latin America and Southeast Asia, including...
Your first interview may be with AI: How to make sure your CV gets seen
Nkosinathi Mahlangu, Youth Employment Specialist at Momentum Group Foundation You’ve finally left school or university, and it’s time to get serious about job-hunting. To...
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