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May 4, 2018 in News

30 CX influencers weigh in on Net Promoter Score

I was recently invited by Lumoa to participate in an expert panel on the Net Promoter System (NPS). It was humbling to have my opinion featured alongside the likes of…

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January 17, 2018 in News

Let customers be your North-star in 2018

I recently spoke with Lynette Dicey, a reporter from South Africa’s Financial Mail, about disruption and the challenges facing businesses as they strive to remain competitive amid a rapidly-evolving marketplace….

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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: Customer experience in banking was a focal point of this year’s South African Banking Sentiment Index published…

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