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Powering a connected world: Disruptive technologies barometer (telecommunications sector)

It’s no exaggeration to say that the telecommunications sector is undergoing a revolution. In a […]

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Africa’s mobile growth is slowing, but remains an import factor in the economy

GSMA’s recently released The Mobile Economy Africa 2016 report found that more than half a […]

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Radio spectrum allocations and the demands of mobile

Mobile broadband popularity in South Africa is at an all-time high, and this trend is […]

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Silhouette of Lineman and Telephone Pole

Vodacom plans extensive fibre roll-out

  SA’s first cellular operator Vodacom is set to aggressively develop its fixed-line business, with […]

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5 Things You Should Know About Mobile

  Leading e-commerce companies – like Amazon, eBay, Groupon and Paypal – report that there’s […]

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Pay less for your phone calls

  The price of cell phone calls is set to take a dip now that […]

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KPMG South Africa Telecommunication

Achieving a superior customer experience

Developing brand affinity is an important part of establishing customer loyalty. In order to establish a long-term, beneficial relationship with your consumer, the experience delivered at point of sale is key. As part of our global study on customer experience in the mobile market, we established that customer experience has become a C-level and board priority for the majority of telecommunication operators.

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The evolution of top-up methods in the mobile market

With the vast majority of the South African population operating in the feature mobile market, top-up and prepaid services are the norm. Contracts can be expensive, and when you’re watching every rand and cent, a reality for many South African consumers, affordability is a big consideration.

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customer service

Improving call centre customer experiences

Contemporary brand thinking promotes the practice of building a brand internally first before expanding outwards. This includes instilling a sense of brand stewardship in all employees – especially those that actively engage with the consumer.

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Portrait of a Telephonist with Colleagues in the Background

Optimising the online customer experience

At present, South Africa is home to one Mobile Virtual Network Operator (MVNO) – Virgin Mobile. With talk of Orange entering the market as a MVNO in the very near future, we unpack the complexity of the online customer experience and discuss how MVNOs appear to be leading the way.

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