Articles | News Feeds DSG | Transforming Customer Experience
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Advertising Technology Landscape Decoded

Posted By: DSG Insights

If you’re new to mobile advertising or the advertising technology landscape in general, it can be hard to know where to begin and what all the acronyms and terminology means. DSG’s mobile ad tech partners at InMobi have prepared a quick guide to common digital advertising terms.

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Solving the Top 4 Mobile Payment Pain Points

Posted By: DSG Insights

Payments can be a major friction point in a consumer’s path to purchase. LISNR®, the data-over-audio specialists, offer a new way for merchants to make the mobile payment process easy and seamless.

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11 Data Driven Tactics To Drive Multi-Channel Engagement

Posted By: DSG Insights

Our partners at Swrve specialize in the entire process of building and delivering effective, meaningful campaigns. Data and deep consumer behaviour insight is at the core of their approach. Here’s how you can win more moments of customer engagement with relevance at scale with DSG and Swrve.

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DSG Takes Home Three Top Honours in the BPESA BPO CCMG 2017 Awards

Posted By: DSG

Digital Solutions Group (DSG), received three prestigious accolades at the 2017 BPESA BPO CCMG awards ceremony, hosted at Monte Casino on the 26th of August, namely; 1st Place in Best Technology Innovation, 1st Place for Best Use of Social Media in a Contact Center Environment and 2nd Place in Best Outsourced Contact Center (of medium size: 51-249 seats).

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Fast Company - Most Creative People in Business 2017

Posted By: Fast Company

Yaron Assabi has a passion for all things digital and mobile. In 1988, the economics graduate founded what is known today as the Digital Solutions Group: a company that delivers a differentiated customer experience across multiple touchpoints - a true omni-channel offering.

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Digital Solutions Group partners with Starbucks SA

Posted By: Media update

Global coffeehouse chain, Starbucks, has partnered with Digital Solutions Group (DSG), a market leader in on-demand customer experience strategy and management, to develop and implement their Single Customer View (SCV) strategy that will drive the My Starbucks Rewards programme in South Africa.

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Digitalisation into the future

Posted By: ITWeb

Digitalisation is set to change how businesses operate for the better. These changes span industries. Within the healthcare space, digitalisation will connect rural patients who have been diagnosed with chronic diseases to doctors, without them ever having to leave their homes. In education, digitalisation will see children in the most remote classrooms being taught by the best teachers in the country and experiencing lessons in real-time, via HD video links. Security and crime-prevention initiatives will be boosted through a range of facial recognition, big data analytics and mobile technologies. Likewise, we'll be better equipped to save energy as street lights are fitted with intelligent sensors, so they can be dimmed or brightened based on need.

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DSG Claims Best Domestic Outsourced Contact Centre Award

Posted By: DSG

Digital Solutions Group (DSG) – a market leader in on-demand customer experience management – received the accolade for Best Domestic Outsourced Contact Centre at the BPeSA 2016 national awards ceremony hosted in Cape Town over the weekend. These awards connect the industry’s leading achievers and creates a platform to recognise outstanding contributions, achievements and best practices within the local contact centre sector.

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DSG, Maharishi Institute Collaborate on Expansion

Posted By: DSG

Digital Solutions Group (DSG), a leader in customer experience management, has formed a joint venture including a Black-Economic Empowerment deal with the Maharishi Institute. The partnership is set to ensure that DSG not only significantly expands its contact centre capacity, but does so, while actively supporting learn-and-earn opportunities, for unemployed youth.

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The Modern MVNO

Posted By: DSG

Our Founder and CEO Yaron Assabi was recently interviewed by IT Web about his thoughts on the modern MVNO.

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DSG & Nandos win Best Outsourced Partnership in the 2016 CCMG Awards

Posted By: DSG

Johannesburg, 29 August 2016 – Digital Solutions Group (DSG) – a market leader in on-demand customer experience management – secured the win in the hotly contested Best Outsourced Partnership Category at the 2016 Annual CCMG Awards. The company was also a finalist in the Best Contact Centre category at the awards.

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DSG Selected as Finalists in Two Categories for the 2016 CCMG Awards

Posted By: DSG

On-Demand Customer Experience Leader DSG, has been selected as finalists in this year’s Contact Centre Management Group awards in both Best Contact Centre and Best Outsourced Partnership categories. The annual awards likened to the Oscars of the Contact Centre Industry, affords Organisations such as DSG to be recognised as Service Leaders. The awards focus on rewarding professionals and organisations that exceed industry standards and best practice.

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Top 5 Brands based on Consumer Satisfaction

Posted By: DSG

Which brands have performed best, improved, declined or remained stable when it comes to overall quality, customer expectations and perceived value? The top five brands for 2015 CSAT primarily feature restaurant brands: 1. Wimpy (83,6) 2. Nando’s (83,0) 3. Chicken Licken (83,0) 4. KFC (82,9) 5. Apple (82,7)

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ORM Simplified

Posted By: DSG

Corporate Social Media and online reputational management is not a tool or technology it’s a real time approach to digital conversations and influencing the sentiment by engaging with relevance.

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Customer Centric Leadership

Posted By: DSG

Instilling a culture of customer centricity throughout an organisation begins with a customer centric commitment made by the organisations leadership.

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5 Social Media Facts to Face

Posted By: DSG

Face 5 facts of Social Media to embrace the digital revolution and the truth about how interconnected relationships are built online.

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4 Fast Facts for Effective Web PR

Posted By: DSG

The social nature of the internet has created the need for organisations to enlist effective web PR to build brand awareness, accessibility and drive virtual traffic to online content.

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10 Rules of Social media Engagement

Posted By: DSG

When launching a social media presence, terms of social media engagement that speaks to your brand identity and tone should be defined and briefed throughout the organisation before engaging.

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What Is a Net Promoter Score?

Posted By: DSG

With the purpose to further corroborate the consequence of delivering a customer centric customer experience… enter Net Promoter Score (NPS) an active measure of a customer’s allegiance to a brand, product or service.

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Micro Moments In CX

Posted By: Yaron Assabi

In a competitive market , customers have a lot more choice than ever before (with access to global markets) and they have varying preferences in terms of the channels they use based on the different activities in their journey to find the right product or service.

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Touchpoint Analysis

Posted By: DSG

A Touchpoint can be referred to as channel’s assets that are used to connect with and deliver communications through in order to engage a customer with a brand.

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Understanding Customer Lifetime Value

Posted By: Yaron Assabi

Customer worth or the customer lifetime value (CLV) is referred to as the economic value that a customer imparts on a bottom line throughout the duration of a customer experience lifecycle.

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Customer Retention Bad Practice

Posted By: DSG

In a bid keep an established customer base that has already been invested in, engaged and interested in a brand, customer retention strategies should be cultivated with as much vigour as new business sales strategies.

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The Importance Of Case Studies

Posted By: DSG

Customer centricity, peer to peer marketing, WOM referrals and the globalisation of CX transfer has instructed a paradigm shift to traditional marketing and communications strategies that influence the way we market, sell and differentiate.

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Customer Journey Mapping

Posted By: DSG

One of the key elements to a successful CX (Customer Experience) is to apply focus to clarifying the channels through which your customers will connect to your brand.

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Social Media Psyche

Posted By: DSG

Corporate Social Media is neither a tool nor technology it is a real time approach to communications and engagement by means of a variety of content, with the goal of connecting to a target audience and expanding the reach of the message as far as Social Profiles extend.

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What Is Big Data?

Posted By: DSG

While its label may create the perception of “Super-Size” big data is not all that big and nor is it as overwhelming as some may allude to.

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On-Demand CX In Practice

Posted By: Yaron Assabi

As its name may suggest, on-demand customer experience produces a unique, tailor made customer experience solution that ensures an organization has the right person, with the right skills, in the right place, at the right time - regardless of the method of contact or channel.

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Online Vs. Offline Customer Experience

Posted By: DSG

The key to any great customer experience model lies in the ability to apply a supple approach to a continuously changing marketplace, channel landscaping and customer expectations of a brand experience.

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Talking about the Telephone

Posted By: DSG

Swiftly approaching 150 years old, the telephone has been responsible for the world’s most meaningful progression in communication. Since the first bi-directional electronic transmission of the spoken word was shared, the telephone has played a pivotal role in the communication revolution. Initially regarded as “an improvement in telegraphy” today the telephone is responsible for so much more and continues to connect, educate, service and sell.

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The Landscape Of Customer Experience

Posted By: Yaron Assabi

Customer Experience has, in the last 10 years, had a mjor overhaul. Brands have started putting resources and big budgets behind managing the customer experience, from the first interaction to the very last.

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If the Channel is…then the Touchpoint could be…

Posted By: DSG

After clarifying the channels you wish to provoke customer engagement via, you can now define the touchpoints through which niche markets can connect to your brand, learn more about your products and feedback their experience on.

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Customer Experience Channel Strategy

Posted By: DSG

One of the key elements to a successful CX (Customer Experience) is to apply focus to clarifying the channels through which your customers will connect to your brand. While there is some confusion around the difference between a channel and a touchpoint, essentially the channel will define the various touchpoints on which clients are encouraged to engage via.

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Identifying Buyer Personas

Posted By: DSG

The process of customer profiling and the associated insights gained from reviewing the 4 elements that involve a customer profile (Demographic, Geographic, Psychographic and Motivational Factors), help to define a group or market of customers that engage with your brand during the various stages of the Customer Experience Lifecycle.

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Customer Profiling Process

Posted By: DSG

Understanding who your customer is, what inspires their purchase decisions and key factors that prompt how they interact with your brand, products and services is a fundamental aspect to defining a dependable product strategy that maximises its impact on niche marketplaces.

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What is Customer Profiling?

Posted By: DSG

Customer profiling and the creation of personas is becoming more and more important, whether it is from an On-Demand Customer Experience perpective or from a Digital CX point-of-view, it impacts the way in which companies and brands communicate with their customer.

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7 Steps to Effective Customer Experience (CX)

Posted By: DSG

By following 7 simple steps to effective Customer Experience (CX), pave the way to a successful customer journey and map a CX strategy that enables your brand to engage, acquire and retain converted clientele. When applying focus to key areas of the customer lifecycle, brands are able to create a foundation on which a long term customer relationship can be built and advanced on.

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Preparing a Credible Case Study

Posted By: DSG

Many organisations have looked past the unassuming influence that a case study can offer post-delivery of a successful service or product implementation. In reality a case study can possibly be one of the most impactful means of publicising a business and showcasing how effectively a product or service can solve a consumer problem.

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A Digital Customer Experience (DCX) Overview

Posted By: DSG

Digital Customer Experience (DCX) is how your customer encounters your brand, interacts with your products and experiences your services. It is the cumulative experience that your client is exposed to throughout the duration of the customer journey, from interest, attraction and discovery, through advocacy, conversion and maturity.

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Stages in a Typical CX Lifecycle

Posted By: DSG

n order to truly understand Customer Experience (CX) and clearly define a customer journey, brands need to reflect on the stages that their clients travel during a purchase process. All brands should design a CX journey from a user’s perspective.

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Tailor-made CX Strategies modelled on On-demand Customer Experience (OCX)

Posted By: Brandon Meszaros - CIO

Through our 17 years of experience in the Customer Experience space we are able to harness the influence that progressive CX has on how customers experience brands, interact with products and relate to services. But what happens when we drive an established CX model to a deeper level of customisation?

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Digital Solutions Group (DSG) wins key Regional BPeSA Award

Posted By: DSG

Best Independent Outsourced Contact Centre (under 150 seats)
28 July 2015 – Johannesburg; Digital Solutions Group, this weekend, was awarded the Best Independent Contact Centre award in the regional BPeSA awards ceremony. This award recognises outstanding contribution, achievement and best practice within the contact centre sector locally, within a specific region – in this case, Johannesburg.

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DSG Shortlisted in the 2015 BPeSA Awards

Posted By: DSG

Shortlisted in the “Best Outsourced Contact Centre” category in the 2015 annual contact centre and BPO (BPeSA) awards, DSG continues to enable businesses to optimise how they service their customer portfolios and improve on customer service operations across a continually connected digital world.

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Meet our social media and tech expert

Posted By:

We like to apply our digital know-how to create positive social impact. Over the years some of the most fulfilling work we have been involved in has been for good, rather than profit.

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TransUnion Auto Says New Stock Loader Will Make Dealers'

Posted By: Autoforum

TransUnion Auto Information Solutions and Digital Solutions Group have announced a new feature to the highly successful TransUnion 1Check app. The new feature - Stock Loader – is aimed at providing an easy and convenient way for dealers to upload their stock, through simply scanning a vehicle’s licence disk with a smartphone.

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New transunion app to help dealers

Posted By: In4Ride

Johannesburg; TransUnion Auto Information Solutions and Digital Solutions Group added a new feature to the highly successful TransUnion 1Check app – Stock Loader – to provide an easy and convenient way in which dealers can upload their stock through scanning a vehicle’s licence disk with a smartphone.

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Load-shedding vs Brand-shedding

Posted By: Bizcommunity - Mobile Marketing Press office

While load-shedding schedules are sent out and made available online, the sudden jump between the different load-shedding stages is making it difficult for consumers, and advertisers especially, to plan ahead.

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Retailers and the Internet of Everything

Posted By: IT Online

This year at the Consumer Electronic Show, the Internet of Things (IoT) or the Internet of Everything, depending on who you spoke to, was everywhere, from ceiling fans and dishwashers, to watches and sprinkler systems – everything was smarter and connected.

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How social media has changed customer care

Posted By: DSG

Adopt or die – companies should use a range of communication channels to meet the fast-evolving expectations of consumers, writes Yaron Assabi Customer relationship management (CRM) is a concept that became very popular during the 1990s. It was created to help improve an organisation’s relationship with their customers, through the introduction of reliable processes, such as contact centres, which made interacting easy – at least in theory.

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Let’s work together: Mobile operators and digital startups in Africa

Posted By: Nicolas Friederici

We all know that early monetization and revenue generation are crucial for digital startups in Africa. Entrepreneurs in pretty much any African city find it impossible to obtain significant scaling capital before they show revenue, as angel investors (if they exist at all) are wary of putting money into tech companies that can only show traction as users, but not as cash flow.

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The Race to the bottom of the Pyramid

Posted By: DSG

It's been little over a decade since University of Michigan professor, C.K. Prahalad propsed that servicing the bottom or base of the economic pyramid would be both profitable and philanthropic. Since then, searching for a pot of gold in the world's emerging markets has become an attractive option. But is there really a fortune to be made and can it be done in an ethical and empowering way.

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Adapting retail in a digital environment

Posted By: DSG

Technological advancements change the way people buy goods and even the way they think about money. A recent survey, conducted to examine the effect of the Internet of Things (IoT), revealed that 83% of respondents agree that billions of connected and wearable devices talking seamlessly to each other and to service providers, will likely "have widespread and beneficial effects" by 2025.

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Call centres evolve to digital self-service

Posted By: DSG

The contact centre industry is changing at a faster rate as the result of technologies like cloud computing, and also concerns over customer support costs. The rise of the always-on consumer, who expects constant uninterrupted access to brands through channels that suit them, has also changed the landscape.

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Social Media Sqaure

Posted By: DSG

Understanding the fundamentals of social media and the cornerstones that build a steadfast social community, will produce consistent objectives that support business intent and strategic alignment to core communications.

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