14 Apr How a communications strategy can impact the bottom line.
With its potential to provide analytical data and automation of previously labour-intensive processes, digitisation has transformed the business models of all businesses in South Africa, across various industries. While digitisation has been incorporated operationally for its inherent benefits –such as standardisation, automation and greater efficiency – many local businesses are lagging behind when it comes to using modern technology to interact with their customers.
Customer communications channels have been revolutionised by digitisation. “There is a shift from push to pull, where customers are encouraged to ‘fetch’ their correspondence, documentation or other messaging as and when required, across a communication channel of their choice,” says Reg Bath, CEO of Technology at InsideData.
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