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May 4, 2018 in News

30 CX influencers weigh in on Net Promoter Score

Customer Experience thought leaders weigh in I was recently invited by Lumoa to participate in an expert panel on the Net Promoter System (NPS). It was humbling to have my…

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January 17, 2018 in News

Preparing for customer experience disruption

Let customers be your North-star in 2018 I recently spoke with Lynette Dicey, a reporter from South Africa’s Financial Mail, about customer experience disruption and the challenges facing businesses as…

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January 16, 2018 in News

Black Friday has landed in SA, I spoke to Moneyweb about tips for consumers

Black Friday is a relatively new phenomenon in South Africa. In the lead-up to what is now SA’s largest shopping event, Moneyweb reporter¬†Aarti Bhana¬†asked me for tips to help shoppers…

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December 18, 2017 in News

Evaluating South African banks on CX

Mark Angus, writer for CXI today covered my recent research collaboration with Brandseye, which centered on banking CX in the South African market. Customer experience in banking was a focal…

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