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Our Industry Insights

Our Industry Insights

Get all the information you need to make informed business decision.

Our way of empowering you!

Complaints Management

Introduction While organisations endeavor to make use of ‘customer insights’ to continuously bring value to customers and improve operations, the data they look towards and the way this data is analysed to make crucial changes doesn’t always help in making impactful...

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The service recovery paradox

The service recovery paradox

The harsh reality is that even with the most compact contingency plans in place, your business can’t always foresee every eventuality. Errors can happen with orders, suppliers might have setbacks, and office service connections may be down.  However, even with all of...

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Adaptability and Stress Management

Adaptability and Stress Management

Adaptability is the ability to change, or be changed, to better fit altered or unexpected circumstances as humans tend to be creatures of habit (Mill, 2015). Every one of us has the basic capability to be adaptable as without this being somewhat ‘hard-wired’ in us, we...

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Understanding how to manage your CX strategies in the midst of a global crisis

Understanding how to manage your CX strategies in the midst of a global crisis

With the global economy quickly moving in a downward spiral, organisations now, more than ever, need to dig their heels in and consider the factors which they can still control. One of which is their CX strategy and how they can use these initiatives to further engage with their customers and employees.

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The Move to the Virtual World

The Move to the Virtual World

Yes, we may have faced a lockdown, however, perhaps we can look at the positive and consider the opportunity which has risen. The world has been catapulted into ‘the way of the future’. The corporate world will never be the same, with ‘working from home’ or remote...

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Let your organisation lead the CX race

Let your organisation lead the CX race

Customer Experience (CX) has quickly become a popular business strategy amongst many successful organisations. Implementing an effective CX programme is crucial, but it is in assessing your CX maturity that true success is found. We will, therefore, be exploring CX Maturity in order to understand why it forms the next logical step in your CX journey

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Looking at achieving CX

Looking at achieving CX

Achieving satisfactory and memorable customer experiences (CX) can be a difficult feat. Especially when you realise that customer experiences are based on intentional strategies, extensive planning and thorough training.  Understanding the moving parts involved with...

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The Fourth Industrial Revolution

The Fourth Industrial Revolution

The Fourth Industrial Revolution (4IR) is not on its way… It’s here! The world, as it looks now, has completely transformed from the world we knew ten years ago, and will further continue to be transformed. In the next twenty years, the world is going to change more...

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Genex Insights unpacks the 4IR

Genex Insights unpacks the 4IR

Contrary to popular belief, the Fourth Industrial Revolution (4IR) is not on its way. It's already here! And as we stand on the brink of fundamental change, technology proves to herald a series of physical, digital and biological innovations. The question is, are you...

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Employee Recognition

Employee Recognition

The predominant focus of a successful business is the creation and maintenance of great customer experience in order to keep customers happy and retain their business. We also know that customer experience is directly related to the satisfaction and engagement of...

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Genex’s Big Move to IQbusiness

Genex’s Big Move to IQbusiness

A daunting significant venture into the unknown basked in opportunity, excitement and a bit of magic describes our most recent journey at Genex. With change being an inevitable part of any great story, we embarked on the move to our new home at IQbusiness’s offices...

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Organisational Culture and CX

Organisational Culture and CX

A good organisational culture is the key to great customer experience. Simply put - the employee experience leads to the customer experience. Understanding what organisational culture is and how it leads to customer experience is vital to the success of your business...

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