Elevating Customer Experience in South Africa: CX Centric Conversation (Keynote by Nobuhle Mashaya).

We hosted our CX Centric Conversation which was titled “Elevating Customer Experience in South Africa”. The event was mainly for our South African community. We had Nobuhle Mashaya as one of our keynote speakers. Nobuhle is who is in the knowledge management team within MTN. She's also managing a lot of social media elements for MTN outside MTN and has been in the CX space for over 10 years. She touched on pertinent issues surrounding CX in South Africa

The following are some of the key takeaways from her presentation

• The organization should prioritize on the user experience to better create an improved customer loyalty and retention

• Social media is playing a big role in our customers are getting to interact with organizations thus  influencing the consumer and shaping perceptions on products and services

• About 80% of South Africa's consumers trust mostly peer to peer recommendations because of the change it highlights the increasing value of genuine communication  within the social media space.

• South African consumers are mostly active on two social media platforms that’s pn Facebook and Instagram respectively.

• To maintain the brand perception and the trust that customers have with your organization Nobuhle advises that one should create a personalized tailored content where they use basically the customer insights and the data analytics that they pull from the reports to create a more personalized content that resonates with how the user interacts with your organization

• Personalized content basically helps to enhance more of how the organization shows empathy and basically the value of the customer experience. It also helps more  retention into the business and more uptake to what the organization offers as a product or other products, service products onto the business.

• Customers do not leave brands for any other thing, but accept how the brands make them feel and how the brands interact with them, and the social media space is efficient to leverage off of that opportunity

• To boost customer experience one can use the chat bot system, which is the automated system on social media to ensure that they have round the clock support, which adds more of a seamless customer experience when interacting with the organization

Listen to the whole keynote on YouTube