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General Tech

  • Why IT should be focusing on delivering a great customer experience

    A customer’s perception of an organisation is determined by the journey the customer undertakes, from consideration to requesting and ultimately using a product or a service. This journey defines the customer experience and, as technology advances and users become savvier, they will demand better service, speed and personalisation. This presents a challenge for IT departments. As business becomes more dependent on IT to fulfil objectives, so the structure of IT will either help or hinder the organisation in serving its customers. Organisations are not keeping customers happy Customer experience is not always perceived as positive by the customer, with many...

  • Omnichannel in the call centre: the do’s and don’ts

    With more customers owning smart mobile devices, companies are facing an ever increasing need to communicate and respond to customers using channels, other than a simple voice call. While voice is still the preferred channel, most call centers are also expected to support multimedia communication including email, instant chat, SMS and social media. Multimedia poses many challenges for a call centre, requiring a variety of new skills and strategies, but the principles of agents’ productivity and quality measurements remain the same. Our 2016 annual white paper, features Omnichannel, where all media types are channelled through the same queuing...

  • Airbnb and me: a renter’s perspective

    Listing my Sea Point flat on Airbnb was not a carefully carried out campaign for me. A friend, visiting nearby, led me to obnoxiously gate crash their dinner after a few glasses of liquid courage. I found my neighbour’s anecdotes inspirational, and has hooked on the relaying of her (mis?) adventures. She briefly mentioned having a guest staying from Airbnb. Filled with enthusiasm and Merlot, I took my first step into the game changer that is Airbnb.com. Like most people my first reaction was amazement at the popularity and number of listings -- in my own suburb, right under my nose. I...

  • How CIOs can jump start a cost-effective digitalisation journey

    Doing more with less is a constant challenge to IT organisations. There is continuous downward pressure on IT budgets, while expectations surrounding what can be achieved through transformational IT projects have increased significantly. CIOs are still expected to play a key role in driving the business forward by improving IT applications and infrastructure, efficiency and business processes. As a result, they are under pressure to repeatedly deploy the “next big thing” to stay competitive, while still delivering maximum benefit and optimal value to the business. With digital disruption already taking place today, many CIOs are preparing themselves to be...

  • SONA interpreter, Uber expansion, social media fire: 5 Memeburn articles you loved this week

    Hello there dear reader. Congratulations, you've made it to the end of the week and while you may feel a little frazzled, you're still alive. So why not celebrate by using the little time you have left at work to catch up on some of the most popular articles published over the past week. They're a pretty varied bunch, ranging from social media and marketing tips to news about freshly launched agencies, and Uber's plans for Indian expansion. Check them out: 5. Extinguishing a social media fire: what you need to know When a brand has thousands of followers and likes online, it’s...

  • These data scientists think they can predict who’ll win at the Oscars

    Data or, more specifically, increasingly open and accessible data has completely changed the way we look at the world. Far from being a record of what has happened, it's become an increasingly good indicator of what might happen. Heck, data has been used to predict everything from the Rugby World Cup to US presidential elections and now... the Oscars. At least that's Pricipa, the company that beat the vast majority of SuperBru players during the 2015 Rugby World Cup, is hoping to do. The results? Well, it looks like Leonardo DiCaprio could finally get his...

  • This year, let’s use technology to take back control of our lives

    Many of us approach a new year as an opportunity to improve ourselves or to change some aspect of our lives. A common resolution is achieving work/life balance by being as efficient as possible so that we have more time to focus on the important things in life. We’re fortunate to be living in a time when technology can make this possible. Digital has become so entrenched in our lives that it’s rare for us to be ‘disconnected’ – we wear fitness devices to the gym to monitor our workouts; gadgets on our wrists track our sleeping patterns; our smartphones...

  • 5 ways Uber has used gamification to rise above its competitors

    Uber has taken person-to-person apps to the next level in just a few short months. The company has nearly made yellow cabs obsolete—in cities like New York where cabs were once ubiquitous. Yet Uber isn’t finished yet. The company has been kicking the town car gamification business up to the next level and plans to keep doing so in the near future. Here are just a few examples of how Uber has risen above the competitors lately through gamification. 1. GPS Map Uber’s map app makes it super easy for customers to gauge the wait for their cars. Uber riders can...

  • Should South African loyalty programmes reward social media engagement?

    There are plenty of loyalty programmes in South Africa. Most big retailers have them, as do health and insurance providers, and a growing number of restaurants and food chains. But here's the thing: around a third of South Africans don't actually use loyalty programmes, and those that do often don't use them to their full potential. Those are some of the key findings from the 2016 Truth Loyalty Whitepaper, compiled as a collaboration between Truth, a South African loyalty and CRM consultancy and WhyFive, an online research company. According to the whitepaper, 26% of economically active South Africans are...

  • How tech is changing the nature of time tracking

    Time tracking has been a part of the daily work day for as long as most of us remember. From the early days of coal miner's having their attendance checked off when they arrived at work for the day and again at night onto grabbing a time card and having it punched or stamped by a clock mechanism. Today, almost every business has some form of time tracking to help keep track of where their employees are and for how long. Unfortunately some companies still rely on employees keeping track of their own hours and turning in timesheets. The problem...

  • Was it actually okay for Elon Musk to decline Tesla to ‘rude’ customer?

    Earlier this week, Tesla and SpaceX CEO Elon Musk showed the world that there's more to him than the smiling innovator we see at launches and the dry Twitter persona we see the rest of the time. After venture capitalist Stewart Aslop wrote an open letter to Musk late last year criticising the launch of the Model X, which started late, Musk responded by refusing to sell him a Tesla. In his letter, Aslop says that Musk's failure to apologise for the event management was "insensitive" and showed "poor judgement". Despite the fact that Alsop...

  • Big Data: the reality for smart businesses

    Over the past couple of years Big Data has been part of every single conversation between business leaders, IT decision makers and public stakeholders. But Big Data is much more than a buzzword or the latest technology hype. It is now a reality. Businesses are doing their best to figure out how to harness, understand and most importantly to leverage it. As the volume of data generated by companies, consumers or public services explodes (expectations are that by 2020 we will have 50 times more data than today – source: Cisco IBSG, April 2011), data strategies are being put...

  • Uber comes of age and gets a new look, logo and branding

    The next time you see Uber, you might not recognise it. That is because the company has had a massive aesthetic makeover to rival all of Donatella Versace's. The new Uber branding, according to CEO Travis Kalanick, celebrates the company's technology, as well as the cities it serves. Uber has grown to be a food and package delivery service and is no longer just the ride hailing service that it was when it began. It is that the company CEO points towards as the reason for the branding change. The new look Uber has been in the works for two years...

  • Is Bitcoin about to seriously take off in SA?

    Amid the current global economic turmoil the largely misunderstood and somewhat maligned cryptocurrency, Bitcoin, has come into the spotlight as a realistic foil for existing payment methods. While the Bitcoin debate rages, fuelled by the emergence of the mistifying Blockchain, the trend is clear: more and more people are using it. This is evident in the 236,175 transactions per day seen in January. Cryptocurrency experts with their feet firmly planted in emerging and developed markets believe that the Bitcoin adoption curve is about to head northwards. Their assertion is that more merchants will start accepting it, especially when the...

  • Uber users in China can now pay with Alipay when travelling

    With an actual population of over 1.4 billion and an internet population of 649 million internet users by the end of 2014, with 557 million accessing the internet on their smartphones, it is no mystery why many tech companies are looking to establish a footprint in China. Uber has announced a new partnership with Alipay. The ride hailing service announced that its China users will now be able to pay for their rides using Alipay when they are travelling outside of mainland China to other regions. According to the company, during China’s week-long ‘National Day’ holiday in 2015, Uber...