FNB CEO Harry Kellan. First National Bank’s (FNB’s) digitally-active customer base grew to 7.78 million, from 7.35 million in 2024. This is based on the bank’s financial results for the year ended 30 June, with its customers increasingly adopting digital payment methods over the years. FNB’s digital channels include mobile banking (USSD), online banking and…
The telecommunications sector scored lowest in customer sentiment compared to other major industries in 2024, according to the PwC South African Telecommunications Sentiment Index, produced in collaboration with DataEQ. “Sentiment data offers a real-time lens into customer experience performance,” said Liska Kloppers, head of growth at DataEQ. “It empowers brands to act with precision, knowing…
Clara Wicht, Head of Product and Marketing at Telviva. (image: Telviva) Telviva, which positions itself as a market leader in cloud-based communications, recently unveiled its six-month product roadmap, outlining its strategic vision and upcoming innovations, defined not by the sole introduction of new features, but by actively listening to customers, monitoring market trends and focusing…
Tecnotree Empowering Emtel with a New-Generation Customer Experience Tecnotree, a global provider of digital business support systems (BSS), is proud to announce the successful delivery of a future-proof, fully integrated BSS ecosystem for Emtel, marking a significant leap in customer engagement, sales, and service delivery. This press release features multimedia. View the full release here:…
Thoma Bravo, a leading software investment firm, announced today that it has entered into a definitive agreement to purchase Verint Systems, Inc. (Nasdaq: VRNT) (“Verint”) in an all-cash transaction reflecting an enterprise value of $2 billion for the company. The transaction is subject to customary closing conditions, including regulatory approvals, and is expected to close…
TLDR Ajua has merged with local feedback platform Rate My Service (RMS) to combine product capabilities and expand into more African markets RMS CEO Ashkay Shah becomes CTO of the merged company, overseeing product development, while Ajua CEO Nyasha Mutsekwa remains The merger aims to strengthen East African operations before re-entering West Africa, including Nigeria,…
Nicolas Callegari, founder and CXO, Decapod Customer Experience. The desire to differentiate the business and enhance the customer experience leads companies to “throw AI” at processes, but this does not work, said Nicolas Callegari, founder and CXO at Decapod Customer Experience. This approach leads to the business using resources to try solving problems that don’t…
The event brings together WFM innovators, HR tech experts and operational leaders. In a rapidly shifting economic climate where businesses must outsmart disruption and outperform instability, LabourGenie.net is stepping up with an event designed to help South African companies not just survive – but thrive. The LabourGenie.net Customer Day, hosted in partnership with Deel Local…
In today’s experience economy, customers aren’t just buying products or services, they are buying the experience too. Having the best product in the market does not mean that customers will be satisfied or remain loyal. Not knowing and understanding your customers experience (CX) is the silent killer of small and medium businesses. Far too many…
Fibre isn’t a luxury anymore – it’s as critical as water or electricity – but the service offered by South Africa’s fibre operators certainly doesn’t reflect this reality. While specific data on the average call centre wait times for local fibre network operators is limited, general industry insights suggest that average handle times range from…
