Airtel Africa has reaffirmed its commitment to improving customer experience through continued investment in its network, advanced technologies and strategic partnerships aimed at expanding coverage and capacity across its 14 markets. The telecommunications group, which serves 183.5 million customers, said the investments are intended to strengthen connectivity and support greater digital and financial inclusion across…
Abby Bakare After more than a decade in medical aesthetics and more than 10,000 aesthetic procedures, Nigerian skincare expert Abby Bakare identified a problem beyond the treatment room: helping clients achieve results was only half the battle. The bigger challenge was helping them maintain those results at home. For years, Abby Bakare had watched people…
Amit Sahni, Director of Sales, Exaze. (Image: AI-enhanced) More than 25 years in technology sales and business development – including close to six years building Exaze’s presence in South Africa since joining in January 2021 – have taught me things that no management textbook quite captures. The clearest lesson is this: the quality of what…
Speaking at CEM Africa 2026, Rahul Jain, CEO and co-founder of Peach Payments, said bringing in AI but doing it poorly will only make the customer experience worse. In 2026, artificial intelligence (AI) agents are changing the customer experience game. This was the word from Luke Duffell, director of customer service automation and solution engineering…
South African consumers use AI for everyday problem-solving, including product research and price comparison. (Image source: iStock) As local consumers contend with the tough economic climate, they are increasingly prioritising artificial intelligence (AI) search as the first port of call for their shopping needs. This is one of the findings in the 2026 South African…
Olivier Karekezi believes the competitive nature of CAF Interclub football played an important role in preparing him for the next stage of his career abroad. The former Rwanda international began his career with APR FC before moving to Sweden, where he joined Helsingborgs IF. He later returned to APR before continuing his career with Tunisian…
National environments shaping the women who serve should be a central part of discussions about the future of peace operations. Fundamental shifts are taking place in conversations about the future of peacekeeping. Geopolitical tensions, funding cuts and a legitimacy crisis are prompting questions about whether international peace operations remain effective and relevant. There is also…
Yesh Surjoodeen, MD of HP Southern Africa. [Photo: Lesley Moyo] Improving the employee experience – rather than simply deploying more technology – should be at the centre of companies’ future-of-work strategies, according to HP South Africa. Speaking at HP’s Future of Work Experience event in Johannesburg last week, Yesh Surjoodeen, MD of HP Southern Africa,…
For years, personalisation has been built on a simple promise: define a segment, map a journey, and deliver a tailored experience. That model still exists, but it is starting to break under the increasing complexity of digital behaviour. In 2026, the shift is moving away from more personalisation towards AI-managed digital experiences that continuously adapt…
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…
