The most dangerous customer isn’t the one who complains. It’s the one who has stopped bothering. Over the last two columns I followed a single failure from cause to consequence: selling products before they are built, and the technical debt that leaves behind. This is where the bill finally gets paid. Not by the vendor….
Mobile customer engagement is undergoing its most significant shift since the rise of smartphones. For years, businesses relied on SMS, e-mail and call centres to manage customer interactions. Then came apps, mobile websites and push notifications – each adding value, but also complexity. Today a new frontier is emerging, driven not by new devices but…
A recent experience with a client in one of their franchised branches stood out for me for one reason. The service felt remarkably consistent. It was professional, friendly, helpful and aligned no matter who I dealt with, almost as though every employee had come from the same mould. What made it more surprising was the…
A dedicated customer service management system is invaluable. (Image source: 123RF) There is a saying that customers may forget what you sold them, but they never forget how you made them feel. In today’s competitive business environment, products can be copied, prices can be matched and technology evolves rapidly. Exceptional customer service, however, remains one…
GoTyme Bank CEO Cheslyn Jacobs Customers of GoTyme Bank – the digital lender formerly known as TymeBank – face a double change as the company completes its rebrand and migrates users onto an overhauled banking app. Speaking to TechCentral at the bank’s rebrand launch event in Johannesburg last week, GoTyme Bank CEO Cheslyn Jacobs was…
Airtel Africa, has released its financial report for the year ended March 31, 2026, posting a strong performance result in its operations. The telecoms company recorded a strong 24.0 per cent growth in constant currency revenues in FY’26, with reported currency revenues increasing by 29.5 per cent to $6.415 billion, reflecting attractive industry fundamentals and…
Vodacom Group CEO Shameel Joosub Vodacom Group leaned heavily on its Egyptian business and Kenyan associate Safaricom to power a strong set of full-year numbers, even as service revenue growth in its South African home market remained subdued. For the year ended 31 March 2026, group revenue rose 10.1% to R167.7-billion. Service revenue grew 10.6%…
Coca-Cola Beverages Africa (CCBA) has declared 2026 its “Year of the Customer,” underscoring a renewed strategic focus on customer-centric growth during its annual leadership conference and awards ceremony. The event, which brought together more than 100 senior leaders from across the continent, served as a platform to align on business priorities and strengthen execution strategies….
Rimini Street Wins Multiple Stevie® Awards for Sales & Customer Service Excellence Rimini Street, Inc. (Nasdaq: RMNI), the Software Support and Agentic AI ERP Company™, and the leading third-party support provider for Oracle, SAP and VMware software, today announced wins in three categories of the 20th annual Stevie Awards for Sales & Customer Service. This…
Bruce von Maltitz, CEO of 1Stream. While traditional automated systems have long supported the foundations of digital customer service in SA, the integration of AI voice agents is a turning point that will revolutionise the way consumers engage with brands. So claims Bruce von Maltitz, CEO at 1Stream, who explains that for many years, interactive…
