Client-centricity was highlighted at Capitec’s recent AGM as the primary reason for the bank’s rapid growth. There’s no doubt among shareholders, investors, consumers and competitors that Capitec is a major…

Customer Experience thought leaders weigh in I was recently invited by Lumoa to participate in an expert panel on the Net Promoter System (NPS). It was humbling to have my…

Let customers be your North-star in 2018 I recently spoke with Lynette Dicey, a reporter from South Africa's Financial Mail, about customer experience disruption and the challenges facing businesses as…

Black Friday is a relatively new phenomenon in South Africa. In the lead-up to what is now SA's largest shopping event, Moneyweb reporter Aarti Bhana asked me for tips to help shoppers…