Mareli Smit

The employee of the future – think big…start small!

Mareli Smit -
Image credit: Brandlove Customer Experience (Pty) Ltd. As an introduction at all of our workshops, we ask delegates to tell us their name and...

Surrender brand control to future proof your business

Mareli Smit -
Copyright Brandlove Customer Experience (Pty) Ltd. Once upon a time there was a picture perfect authentic brand… As customer experience professionals, we are always on...

The customer of tomorrow – don’t keep your head in the sand!

Mareli Smit -
My sons (6 and 8 years old at the time) watched a programme called Miles from TomorrowLand which I caught a glimpse of the...

Customer experience journeys without emotion built into it will make companies cry in the...

Mareli Smit -
Tambov, Russian Federation - March 24, 2015 Lego figure heads on black background. Studio shot. Copyright: rosinka79 / 123RF Stock Photo/] There are many...

Do you talk about great CX or do you do great CX?

Mareli Smit -
We've all been there. That grudge payment we have to make. And on top of it, to make it, we need to...

AI is already here – we just call them Transformers!

Mareli Smit -
Image:Copyright: josefkubes / 123RF Stock Photo In my line of work we do a lot of mystery calls and immersions and I am always amazed...

The Customer Experience ripple effect

Mareli Smit -
In celebration of Global CX Day on 5 October 2016 it is perhaps time to look at Customer Experience with a different lens on...

Those ‘idiots’ are your brand ambassadors!

Mareli Smit -
Marketing as we know it is changing We all know the 4 P’s of the marketing mix: product, place, promotion and price. But I want...

What is this CX thing everyone is on about?

Mareli Smit -
I was recently introduced to a new way of looking at business and customers as a whole.  As a marketer at heart this paradigm...

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Featured Listings

CXTech Innovate! Technologies to Win in the Customer Experience Age

[04/25/2019] Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

2nd Global Conference on Creating Value at New York Fordham University, May 14-15 2019

[05/14/2019] You are invited to attend, meet, mingle with, listen to and submit papers to the world’s leaders in Creating Value for customers, employees, partners, society and Government. Learn new and better ways to create Customer Value and experience.
Rub shoulders with Philip Kotler, Irene Ng, Russ Klein (AMA) and others.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

CX Evolution: How H&R Block Boosted Service Quality with a New Client Feedback Strategy

How do you keep your employees focused on continually improving the service they provide to each and every client? Learn how H&R Block made changes to get more targeted feedback, along with implementing new ways to accelerate and increase feedback response.

Escape From Chatbot Hell: Using AI to Improve Service While Cutting Costs

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

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