The Reading Room is a short round up of interesting articles and blog posts about anything and everything to do with digital communication & customer experience.
Exploring the current digital shift in SA’s insurance industry
Published on "01 Feb 2021"
Exploring the current digital shift in insurance in South Africa & how changing customer expectations are driving transformation in this sector
Customer experience and digital customer communication strategies for 2021
Published on "28 Jan 2021"
Read three articles that discuss customer experience, as well as digital customer communication strategies for 2021. Includes great input by Brent Haumann
The current state of digital transformation in banks
Published on "18 Jan 2021"
Three articles that provide insight into what is driving digital transformation in banks, how digital innovations helped banks adapt during COVID-19 and a look into digital transformation trends for 2021
Is your 2021 email marketing strategy bulletproof?
Published on "11 Jan 2021"
Read three articles that discuss the importance of having a solid 2021 email marketing strategy, including valuable tips and success stories
Exploring the current state of CX in South Africa
Published on "11 Dec 2020"
Read about the current state of customer experience in South Africa. Includes insight from ‘The 2020 South African Digital CX Report’
A Focus on Digital Transformation in South Africa
Published on "26 Nov 2020"
Read about digital transformation in South Africa - how businesses are navigating the current digital landscape, including the challenges and trends
The rapid shift to digital highlights the value of digital customer communication in insurance
Published on "29 Oct 2020"
Read how the insurance landscape is changing & how enhanced digital communication in insurance can improve the customer experience & future proof the business
What can we expect from digital customer communication and customer experience in 2021?
Published on "23 Oct 2020"
Three articles that explore the current changes and trends set to shape digital customer communication and the customer experience in 2021
Email marketing trends (2020) and predictions for 2021
Published on "16 Oct 2020"
Read about the current email marketing landscape - trends, stats & predictions - beyond 2020 & research that proves email is still a valuable marketing tool
How insurers can improve customer experience (CX)
Published on "10 Sep 2020"
Read three articles that discuss how to improve CX in insurance, includes how AI can be used to drive CX & how insurers can effectively engage the ‘now’ generation.
Improving CX in financial services is key
Published on "04 Sep 2020"
3 Articles that highlight why financial services need to make CX a priority - read about CX trends in banking and how to improve CX in financial services
Now is the time to improve customer engagement
Published on "25 Aug 2020"
Read how organizations can improve customer engagement and ultimately customer experience. Discover how some brands are getting it right - examples included
Digital transformation won’t succeed without a focus on customer experience
Published on "18 Aug 2020"
Discover the value of prioritizing customer experience in digital transformation efforts, where digital customer experience transformation is now a key driver
Digital maturity: key to business growth and success
Published on "04 Aug 2020"
Read 3 articles that look into the benefits of digital maturity, the drivers thereof & read how digital helped companies weather the COVID-19 storms.
A focus on email personalization
Published on "27 Jul 2020"
Read 3 Articles that explore email personalization - what it means, the benefits and some great tips on how to personalize emails
Digital transformation in the pandemic landscape
Published on "20 Jul 2020"
We have selected three articles that explain why organizations should accelerate digital transformation & also how it will help them post-pandemic
Understanding the value of digital transformation
Published on "14 Jul 2020"
Read three articles that explore the value of digital transformation. Discover the link between digital maturity and financial performance
Exploring digital maturity in the retail industry
Published on "12 Jun 2020"
Read 3 articles that focus on digital maturity in the retail industry - digital maturity models, data & the results of a digital maturity benchmark study
Exploring the current state of customer experience
Published on "08 Jun 2020"
Read 3 articles that explore customer experience, specifically trends, predictions and the role of communications in the customer experience era
What is the state of digital transformation in telecoms?
Published on "20 May 2020"
Read 3 articles that explore the state of digital transformation in telecommunications and what is driving it. Also includes trends and advice on digital strategy
How technology is boosting CX in Insurance
Published on "14 May 2020"
Read 3 articles that explore how digital technology enhances customer experience in insurance. Including how insurers are leveraging AI to improve CX
Why telecoms need to make customer experience a priority
Published on "15 Apr 2020"
3 Articles that discuss the importance of customer experience (CX) in telecom and how telcos can provide an exceptional CX
Digital transformation security risks
Published on "06 Apr 2020"
3 Articles on how businesses are balancing their digital transformation efforts with the security challenges that come along with them
How COVID-19 is feeding a surge in cybercrime
Published on "27 Mar 2020"
3 Articles on the rise in coronavirus-inspired cybercrime, the increase in cyber-attacks on home workers & how to protect yourself from COVID-19 scams.
What payment technology trends were predicted for 2020?
Published on "20 Mar 2020"
In this week’s Reading Room, we bring you three articles that explore the digital payment technology trends predicted to shape the payment landscape in 2020
Guidelines to ensure email accessibility
Published on "10 Mar 2020"
In this week’s Reading Room, we bring you three articles that provide a few great email accessibility guidelines for email marketers.
How utilities can power up CX
Published on "21 Feb 2020"
Articles about the opportunities, as well as challenges utility organizations are facing in order to deliver a better customer experience in utilities.
The biggest cybersecurity trends to watch this year
Published on "05 Feb 2020"
Read about the biggest cybersecurity trends expected in 2020. The spotlight is also on new legislation, namely California’s Consumer Privacy Act (CCPA)
What is email accessibility? And why is it important?
Published on "30 Jan 2020"
3 Articles that explore email accessibility - what it is, why marketers need to consider it, some great tips, as well as examples of testing tools
The impact of chatbots on email marketing
Published on "20 Jan 2020"
3 Articles on how chatbots and email marketing can work together to enhance digital marketing efforts and customer experience
CX 2020: What are the trends?
Published on "10 Jan 2020"
In this week’s Reading Room we have selected articles that look at customer experience trends in 2020 and what is shaping the CX landscape
The future of email marketing: 2020 and beyond...
Published on "14 Nov 2019"
Articles that explore the future of email marketing - includes email marketing trends 2020 and advice on how to leverage the power of email in 2020 and beyond
How will AI drive CX in financial services?
Published on "29 Oct 2019"
Articles that explore the role of data and AI applications in financial services organizations. Specifically how they are helping drive CX in financial services
How has GDPR impacted the financial services industry?
Published on "18 Oct 2019"
Read articles that explore the impact of GDPR on financial services - how these organizations can address the challenges & opportunities it presents
Can Utilities Bridge The Customer Engagement Gap?
Published on "09 Oct 2019"
A focus on customer engagement in utilities is key to ensuring an enhanced CX and competitiveness in the future.
Digital disruption and transformation in utilities
Published on "01 Oct 2019"
Disruptive forces are driving digital transformation in utilities. Read these relevant articles and comments from Mia Papanicolaou, COO, Striata.
How are Big Data and AI changing email marketing?
Published on "28 Aug 2019"
Read articles that explore the impact of big data and AI on email marketing. Includes great insight from our email marketing expert, Ross Sibbald
Have you secured your success in the AI workplace?
Published on "08 Aug 2019"
The workplace is changing - AI, ML and chatbots will render some jobs obsolete. Alison Treadaway selects 3 articles, plus adds her insight on securing your success in the future workplace.
3 Insightful articles on achieving great CX in payments
Published on "31 Jul 2019"
In this week’s Reading Room, we focus on digital payments & CX. Includes great advice from our digital CX expert, Elizabeth Stephen, VP of Customer Engagement, The Americas
The rise of AI in the utility sector
Published on "17 Jul 2019"
In this Reading Room, we explore the rise of AI in energy and utilities. We round up with some great advice from our digital CX expert, Mia Papanicolaou
Why insurers need to consider implementing voice technology
Published on "08 Jul 2019"
In this week’s Reading Room read articles that explore the value of voice technology in insurance & get advice from our digital CX expert
How AI and Machine learning are impacting CX in insurance
Published on "21 Jun 2019"
Read articles that explore the role of artificial intelligence in driving CX in insurance. And input from our digital CX expert, Elizabeth Stephen
Building a great CX Strategy
Published on "07 Jun 2019"
Get great insight into CX strategy - what it means, how to get started and why you may need a CX architect to help you get it right
Phishing trends 2019
Published on "31 May 2019"
In this week’s Reading Room, our article selection provides some good insight into phishing - the trends, techniques and prevention.
How do customers want to communicate?
Published on "10 May 2019"
This week’s article selection provides insight into customer expectations of brand communications in this digital era
What customers really want from their utility
Published on "15 Oct 2019"
Utilities are starting to focus on CX, but what do utility customers want? Read these relevant articles and comments from Mia Papanicolaou, COO, Striata.
CX - the new competitive differentiator
Published on "29 Apr 2019"
Read this week’s article selection for insight into customer experience and its role as a competitive differentiator in today’s digital world.
Customer experience (CX) is driving the future of utilities
Published on "16 Apr 2019"
Utility providers cannot afford not to evolve in order to delight their customers with a great CX. Read more in this week’s Reading Room
Hyper-personalization: beyond customer segmentation
Published on "04 Apr 2019"
This week’s Reading Room focuses on the next frontier of marketing automation and how organizations are pushing beyond macro-segmentation of customers to hyper personalization.
The role of email in omnichannel marketing
Published on "27 Mar 2019"
Email remains the customer communication channel of choice. Read further to learn about the significant role email plays in an omnichannel marketing strategy.
Cybersecurity issues in insurance
Published on "14 Mar 2019"
Data breaches are plaguing the insurance industry, due to the vast amounts of customer data held. Read more about cybersecurity issues facing insurers
Digital customer touchpoints and the customer journey
Published on "28 Feb 2019"
A great CX begins with understanding the customer journey with your brand & ensuring effective engagement along the key touchpoints. Read on to learn how
Cybersecurity trends and insights
Published on "19 Feb 2019"
The technology landscape is evolving rapidly, and along with it the cybersecurity threats. Read further to see what the experts are saying.
Add value to your customer lifecycle marketing with triggered messages
Published on "07 Feb 2019"
Learn more about triggered messaging and how it can enhance your customer lifecycle marketing by driving engagement & delivering an enhanced customer experience.
Understanding the value of transactional email
Published on "31 Jan 2019"
When last did you consider transactional emails your company is sending to customers? Read how you can leverage the opportunities these emails present.
What can we expect from digital marketing in 2019?
Published on "18 Jan 2019"
Read on to learn about the digital trends for 2019 and how to include them in your marketing efforts.
Data Privacy and GDPR - what to expect in 2019
Published on "10 Jan 2019"
What to expect from GDPR this year, the various data laws impacting different regions and for a definitive guide for marketers on GDPR compliance.
How to prevent data breaches in 2019
Published on "28 Nov 2018"
Large scale data breaches have once again stolen the headlines in 2018. Read further to learn how to protect your business from cyber criminals in 2019.
Email Marketing Trends 2019
Published on "22 Nov 2018"
The results of some recent surveys have revealed a number of email marketing trends - read about some of them in this Reading Room.
Customer engagement and loyalty
Published on "15 Nov 2018"
Read further to understand why customer loyalty is not achieved by driving repeat purchases, but instead, by creating a great, personalized, customer experience.
Digital drives customer loyalty
Published on "07 Nov 2018"
Retaining customers is not easy for businesses in the digital age. Discover how they are turning to digital to help them achieve customer loyalty.
Customer experience and cyber security
Published on "02 Nov 2018"
Read why it is vital that organizations ensure their customer experience goals align with their cyber security initiatives.
Exploring email security
Published on "24 Oct 2018"
Discover more about email security and the importance thereof - especially in the email marketing space
Email Marketing: Some challenges to kick before 2019
Published on "15 Oct 2018"
Read on to discover more about some of the challenges email marketers are currently facing, along with tips on how to overcome them
The pursuit of paperless in insurance
Published on "28 Sep 2018"
Read on to learn how insurers can reduce paper with paperless document management & why the PDF document is a great start to digital transformation.
Why insurers need to transform digitally
Published on "19 Sep 2018"
The rise of the digital era for insurers, what is driving digital transformation in insurance & creating value through digital transformation
How digital is transforming the customer experience in Insurance
Published on "11 Sep 2018"
Digital and current consumer expectations in this era, are driving change in the insurance industry. Read on to learn more
Understanding the technologies driving the future of customer communication
Published on "03 Sep 2018"
Read on for trends in customer communications - 2018, the evolution of Bots and get a checklist to help you design your conversational chatbot
How technology is changing customer service
Published on "20 Aug 2018"
Today’s customers expect to communicate with a business whenever and however they choose. Read on to discover how technology has, and will continue to, impact and amplify customer services.
Digital disruption in telecommunications
Published on "15 Aug 2018"
Where is the telecom sector on digital transformation? Read on to discover where telecommunications sits in the digital maturity scale relative to other industries, and what operators see as key priorities going forward.
The state of digital security - Data breaches 2018
Published on "08 Aug 2018"
Read on to learn more about the cost of a data breach globally, the lessons learned from some recent breaches & why complacency is not an option.
The value of data-driven marketing
Published on "01 Aug 2018"
Read on to learn more about data driven marketing: the benefits, challenges, trends and some great statistics (even an infographic)
Email Marketing 2018 - 6 months in and going strong
Published on "26 Jul 2018"
You can still make your 2018 email campaigns great. Read on for some great 2018 email marketing insights, statistics and strategies.
What is the key to successful paperless adoption?
Published on "18 Jul 2018"
Have you considered the customer experience? Read on to learn how to make the switch to successful digital customer communications and paperless adoption
Digital Transformation - getting it right
Published on "12 Jul 2018"
Discover which companies are succeeding in mastering digital transformation, the 7 habits of highly effective digital transformations & why customer experience is key in this transformation
Why digital transformation should be a priority for your business
Published on "04 Jul 2018"
Discover which industries are already making digital a priority & why your business needs to transform digitally. Also some great stats regarding customer communications ...
Digital transformation - Why is it so hard?
Published on "27 Jun 2018"
Discover why organizations are finding it hard to digitally transform & which key concepts are driving successful digital transformation
Great email marketing tactics and statistics
Published on "19 Jun 2018"
Discover effective welcome and onboarding tactics; the role of multichannel communications in successful customer engagement & some great statistics
Digital innovation and security
Published on "15 Jun 2018"
Read how industry leaders are struggling to find a balance between digital innovation and security, technology and security trends and why privacy & security matters in the digital space.
Make the customer experience a great one
Published on "07 Jun 2018"
Some great ideas on how to improve the overall customer experience, enhance customer communications & mistakes to avoid on delivering an awesome customer experience
The digitally engaged insurer
Published on "31 May 2018"
Insurers are starting to embrace digital technology to enhance customer communications, boost engagement, drive loyalty & increase profits. Read more here ...
The Digital CX
Published on "22 May 2018"
Read on to learn more about digital customer experience (DCX), the evolution of the customer experience stack and how to create and improve a great omni-channel customer experience
Kick off your CX strategy with customer journey mapping
Published on "15 May 2018"
Read on for some guidelines to effective customer journey mapping & learn how you can leverage the power of customer thinking to make your organization more customer centric focused
CX and Marketing
Published on "09 May 2018"
Read how marketing and customer service are integrating to achieve improved customer experiences as well as how companies are maximizing customer engagement with customer data & CX trends.
Digital transformation for utilities: what does the consumer want?
Published on "26 Apr 2018"
Utilities: The opportunities & challenges the ‘new energy’ consumer brings to this sector, how AI is enabling business process and service enhancements & how digital can bridge the communication gap
Focus on the digital utility
Published on "20 Apr 2018"
Read on to discover how the utility industry can achieve digital success, win over a new generation of utility customers and for access to great resources and infographics
What email marketers should be thinking about this year
Published on "17 Apr 2018"
Read on to learn about the latest trends, technologies and innovative techniques to enhance your current email marketing and communication efforts.
Digital transformation - Why some companies fail ...
Published on "04 Apr 2018"
Read why companies are failing in their digital transformation strategies, so your business doesn't make the same mistakes. Some great digital transformation success examples included as well.
GDPR - Which checklist are you using to benchmark your preparations?
Published on "28 Mar 2018"
Is your business almost ready for GDPR? Alison Treadaway has found some great GDPR checklists to help determine whether or not you are on track - check them out in this week’s Reading Room
GDPR - global impact and changes
Published on "20 Mar 2018"
Read on to discover how the EU General Data Protection Regulation (GDPR) stacks up against other data privacy laws and just how prepared companies really are.
A focus on Customer Experience (CX)
Published on "08 Mar 2018"
Discover the state of the current (CX) landscape, how to ensure the success of a customer experience program, as well as the trends in the customer experience space.
Cyber security: Cyber risks (IoT) and defense against threats (AI and Machine learning)
Published on "28 Feb 2018"
Learn more about the cyber risks in IoT and how AI & machine learning are assisting businesses to automate cyber security processes in order to detect and respond to these threats.
Spotlight on cyber security
Published on "22 Feb 2018"
Read on for further insight into cyber security trends, cost of a potential breach, as well as details of recent scam email attacks.
How technology is shaping email and the marketing landscape
Published on "15 Feb 2018"
The key to success for any marketer these days is to keep an ear to the ground at all times for new developments in technology that could enhance their digital marketing efforts. See how email technology and the digital landscape is evolving and grow...
The mortgage industry needs to catch up ... digitally
Published on "06 Feb 2018"
Enter our Reading Room to discover more about the industry current challenges, market expectations & digital opportunities in the mortgage industry.
Add the X-factor to your emails in 2018
Published on "01 Feb 2018"
Read on to discover ways to add the X-factor to your 2018 emails, in order to drive engagement in unique and innovative way
How mortgage providers can transform the customer experience
Published on "23 Jan 2018"
Read on how the mortgage industry needs to shift its focus to customer satisfaction and are looking to digital solutions to enhance the customer experience.
Email marketing predictions for 2018
Published on "07 Dec 2017"
Email marketing is evolving every year and it remains a valuable tool for marketers. Read on for trends set to shape this dynamic marketing field in 2018.
Customer experience predictions for 2018
Published on "23 Nov 2017"
Today, improving the customer experience should be top priority for any organization - read on to discover what we can expect in 2018
IoT - what about security?
Published on "13 Nov 2017"
Read on to discover more about the security challenges facing IoT, and how to prevent them - whether you are a consumer, business or product manager
How to prepare your business for the GDPR
Published on "02 Nov 2017"
A curation of content relating to the GDPR. Read on to learn how it will impact organizations globally and how your business can prepare for it.
Data breaches 2017
Published on "27 Oct 2017"
A look back at the data breaches that have occurred this year, as well as the resultant implications and risks. Are you well-covered and secure?
Millennials still love email!
Published on "19 Oct 2017"
Studies show that Millennials use email quite extensively. Find out more & for get some great tips on how to engage this generation with marketing emails
Analyzing data analytics
Published on "12 Oct 2017"
Data driven analytics and insights help organizations better understand their customers & grow their business. Read on for some great info on data analytics
The value of Big Data in email marketing
Published on "06 Oct 2017"
There is no doubt that data plays a key role in either the success or demise of your email campaigns. Hence the value of Big Data in email marketing ...
Has your email marketing data had a health check?
Published on "21 Sep 2017"
Poor quality data or lack of data is a challenge faced by many organizations. Read on for some tips and insight into data hygiene and management …
Let's chat about chatbots
Published on "13 Sep 2017"
Have you heard about chatbots? They are appearing everywhere - Read on to discover which chatbots are being noticed and why you may consider them too.
How digital transformation is shaping organizations internally - including job functions
Published on "06 Sep 2017"
Read how the digital age is evolving, how digital transformation is shaping organizations and how digital needs of employers are changing.
The impact of AI on the insurance industry
Published on "29 Aug 2017"
Great articles and a report that deals with the influence Artificial Intelligence has on the insurance industry and its customer's experience
Exploring digital transformation in the insurance industry
Published on "23 Aug 2017"
A short round up of articles exploring anything and everything to do with digital transformation in the insurance industry.
The evolution of digital technology and its impact on various industries
Published on "17 Aug 2017"
How digital technology is disrupting various industries and driving marketing trends in banking, financial services and insurance (BFSI)
Customer experience is today’s hottest business topic
Published on "10 Aug 2017"
Welcome to the Reading Room - a short round up of interesting reading about anything and everything to do with digital communication & customer experience.
Exploring the current customer communications landscape
Published on "01 Aug 2017"
Welcome to the Reading Room – a short round up of interesting reading about anything and everything to do with digital customer communications.
Exploring big data
Published on "20 Jul 2017"
Here are some interesting articles and downloads that explore trends in Big Data technology and opportunities.
The rise of Artificial Intelligence in finance
Published on "13 Jul 2017"
Read these articles/surveys for some good insight into how Artificial Intelligence is set revolutionize financial organizations
Data privacy and why you need to be proactive
Published on "07 Jul 2017"
Data privacy: some practical guidelines and opinion pieces for you to review and implement
Digital transformation in banking
Published on "05 Jul 2017"
Fintech is the new buzzword - some articles that provide insight into how the banking sector is (or isn’t) embracing digital channels
The online world can be a dangerous place
Published on "29 Jun 2017"
Recent reports and articles on cyber-crime, security trends and online attacks
Digital transformation - the journey
Published on "22 Jun 2017"
Articles and downloads exploring digital transformation - the challenges & trends
Deliverability – how to ensure optimal inbox placement
Published on "15 Jun 2017"
Articles and some downloads that explore all aspects of deliverability, along with tips on how to get your email campaigns into the inbox
Email marketing trends and benchmarks
Published on "01 Jun 2017"
A round-up of research reports, benchmarks and trends on email marketing