These days, it seems as though more and more companies are moving away from personal customer service and toward an automated, digital workforce of computer-generated responses to customer queries, automated computer answering services, etc. American Power and Gas is working to change that. What sets them apart? At every...
By Nikki Summers, Regional Director for Sage in East Africa I presented at the Sage Future-proof Your Business event in Kampala this week and focused on gearing up for the digital economy and how it is changing the business world. Having lived in East Africa for over a decade, I have seen how technology has...
As the party season kicks off, we are faced with the perennial challenge: how are we going to get home once the celebrations are over? Although it is much easier to be responsible, many people still drive under the influence. Uber has covered the basics of getting around over the festive...
The essence of customer service can be traced to time immemorial. On the other hand, the method of delivery of the customer service experience needs to be continually updated to match the desires and expectations of an ever-changing customer base and that is why we believe that the customer experience landscape...
On Sunday the website of Indian designer Anita Dongre crashed after Kate Middleton wore her dress to a high-profile charity cricket match. Dongre's team started receiving orders from all over the world, resulting in the crash. The good news is that her team were able to get the website quickly. This reminded me of...
Over the weekend, my social media news-feed was filled with speculations that one of the international banks was planning to exit the African Market. As we wait for official communication from the respective Bank, I want to offer my two cents concerning traditional Banking systems. When Bell telephone was struggling...