Authentic personalisation in 2021 is key - companies need to stay better connected to customers, understand their needs & engage with them in a more authentic way

More consumers are now interacting with brands online. Here are 6 ways to ensure your customer communications are delivering a consistent brand experience

Novice users of digital communication need extra information and support to keep them safe online and ensure they become digital enthusiasts

It’s time to re-imagine how customers experience communication. Read how to create manufactured experiences in customer communication- a lesson from Disney

The best way to build better emotional connections with customers and ultimately, a great CX, is through relevant, personalized digital communications

COVID-19 accelerates the shift of marketing spend in banking towards digital communication and email marketing

Ensuring a positive customer experience across the customer journey in financial services, not just a digital one is vital to retain or even win back customers

Don’t think you don’t have enough customer data to enable personalization in email. Mia Papanicolaou explains how you can start - read mo

COVID-19 has created a fertile hunting ground for cybercriminals, as cybercrime thrives on uncertainty - read how best to combat it

Enterprise investment in messaging security is set to increase over 12 months - McKinsey report. Read how to help customers keep their data secure

COVID-19 has brought with it uncertainty in many services. Utility customer communication is key in times of uncertainty

Improve consistency across all communications to avoid a fractured customer experience. Watch video for a 6 step plan on how to fix a fractured communication CX

Due to the pandemic, business agility is now key to survive future uncertainty. Read why organizations need to focus on digital agility and customer communication

We look into a recent report that presents new insight into the state of digital transformation by sector -telecoms, banking, insurance & utilities

The President proclaimed 1 July 2020 the official start date for sections of the POPI Act and companies have 12 months in which to comply.

Telecom operators are having to become more customer centric to remain competitive. So, customer experience in telecommunications has become a key priority.

Telecom companies need a digital communication strategy to enable a direct relationship between the organization and its customers, as this will enhance customer experience

Keen to know how to select your digital customer communication partner? Here are 5 things you need to consider

The 2020 pandemic has accelerated the need for digital services. Read insights from our digital gurus on the customer communication landscape post-2020

Email volumes and changes in consumer behavior has affected email engagement rates - read how email engagement statistics changed this year and why

Our customers have changed, so the customer experience (CX) we provide needs to change too. 4 Tips to create a great customer experience in a post-2020 world

How to make your customer communication fit into the new normal. Dori-Jo Bonner explains how to adjust your marketing emails post-lockdown

Thanks to COVID-19, digital transformation is no longer a competitive advantage. It’s now about survival

Educate your employees about remote working security risks and how to avoid becoming victims of cybercrime.

Digital transformation is necessary, but security is a challenge for organizations. Read about the digital transformation security risks & how to mitigate them.

Linda Misauer explains what you should know about COVID-19 phishing attacks and gives great tips on how to protect yourself from them

Utility bills are not user-friendly, nor do they provide the insights that consumers expect. Could supplementary digital communications be the solution?

Our CX expert, Mia Papanicolaou discusses 4 ways digital technology can enhance customer experience in utilities.

Linda Misauer explains how low code development can mitigate scarce technical skills

Why is digital transformation in financial services failing to enhance CX? James Hall looks at Kony survey results on what customers really want

7 Reasons why data is the arch-enemy of personalization, and how to get personalization right

James Hall discusses who is responsible for email accessibility. Read further to understand how every step in the workflow builds on the good practices of the previous one.

Providing a good customer experience is key for banks to compete against Big Tech financial services, who are luring customers away

With digital transformation in utilities becoming more of a priority, one would expect a better CX. But this is not always the case. Mia Papanicolaou explains why customers must be the priority.

Three easy hacks that will make an email work in dark mode and find out more about email accessibility

Mia Papanicolaou discusses how chatbots can improve emails by answering billing questions and doing simple tasks

Financial services in Africa that want to take advantage of the massive opportunities presented to them, are faced with unique challenges. Brent Haumann elaborates.

How financial services companies can provide great digital experiences by using AI & dynamic content to enhance customer communications

Why utilities must invest in CX more than cost reduction. Mia Papanicolaou explains why digital customer communication is the best way utilities can make an impact.

AI technologies can be used to transform insurance touch-points and enhance interaction with customers. Our expert, Mia Papanicolaou, provides four ways to make this happen.

When customer experience teams favor data over human insight, the result is a lack of qualitative input to the communication strategy

Employees are often overlooked as a source of valuable information about customer experience (CX)

AI technologies are driving exciting changes in insurance products, but also in how insurers communicate. Elizabeth Stephen elaborates.

AI and email marketing requires expert skills in data, machine learning and communication. Ross Sibbald gives insight into assembling the right team.

Chatbots are an example of how artificial intelligence is changing service in the insurance sector. Elizabeth Stephen takes a look at whether you should buy insurance from a chatbot.

While U.S. state-level data protection laws can make it really difficult for organizations to keep track, the absence of a comprehensive data protection law affects trade potential with the EU.

The rise of artificial intelligence, machine learning and chatbots will change the workplace, and jobs will be lost. A quick read from Alison Treadaway on 5 ways to ensure you don’t get replaced by a bot.

Digital maturity - South Africa ranked 9th of 42 countries by Dell. Find out what Striata’s Brent Haumann sees as threats to maintaining the pace of digital transformation.

Dori-Jo Bonner says storytelling is a powerful tool for email marketers and gives 6 tips on how to use storytelling to boost email engagement

Read why organizations should not only focus on technology to combat email threats - user education is key!

Mia Papanicolaou explains why email remains a powerful tool in a digital marketer’s arsenal

Defining customer journeys is a complex process - to get you started, Brent Haumann provides some key guidelines that will help your Customer Journey Mapping (CJM) workshop stay on track

BA data breach & GDPR fine - don’t find your organization in the same boat! Read what James Hall says about the incident and how to avoid similar data breaches

Read how a digital communication assessment can help you to focus on achieving quick fixes within your broader CX enhancement strategy.

When it comes to notifying all affected individuals of a data breach, a notification management plan is imperative - read what James Hall says you need to include in this plan

Ross Sibbald says it’s wrong to say that the younger generation are moving away from email - it remains a favorite channel for B2C communications. Read more

Insurers that focus on cost cutting to the detriment of CX could be damaging customer relationships. Read what Elizabeth Stephen says about CX as a key differentiator

A digital communication maturity model will help identify appropriate steps to further transform your communication strategy - Read more

Insurers can enhance their customer experience by leveraging the power of artificial intelligence. Discover how you can use AI to improve current processes and enhance CX.

Read how a digital communication audit can help ensure that your digital communications are not fracturing the customer experience

Michael Wright explains what organizations need to do, in order to deliver the ‘next best message’ to their customers and ultimately succeed at digital transformation

Elizabeth Stephen gives some great tips on how to improve consistency in your customer messaging - includes snippet from our recent webinar.

Many organizations don’t know what CX means & how to get it right. Brent Haumann explains how to make your digital communication a key driver of your CX

Elizabeth Stephen explains the value of operational messages and how they can be leveraged to drive customer engagement.

Utilities need a digital transformation strategy that delivers a great CX. Read what Elizabeth Stephen says about driving CX in this sector

Short, interesting snippets around published, digital content. Also includes insightful commentary from one of our digital specialists

Ross Sibbald says you can achieve hyper-personalization within a data privacy framework. Read further to learn how