Features

Good service is good business

Digitisation is playing the most disruptive role in the customer experience.

30 April 2019

Customer experience (CX) is the new battleground for organisations across the board. To deliver good CX, which, in turn, helps futureproof their business, companies must ask themselves not only ‘what do customers want?’, but, ‘what will customers want?’.

So says Rolf Eichweber, executive: Johannesburg at DigiBlu, adding that key to answering this question is technology. “All the disruptors that have taken over from traditional businesses – think Netflix, Airbnb and Uber – understood this early on, and mastered intelligent algorithms and designed new platforms that were able to predict, recommend and deliver what customers want.”

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