A survey on the state of customer experience (CX) in South Africa, being conducted in partnership with Freshworks, has gone live on ITWeb.

Its objective is to uncover the role of technology, especially AI, in improving CX.

Manish Mishra, head of Freshworks Middle East & Africa, says: “Customer experience (CX) is the new battlefield for business. Data and communication are key to a successful customer experience. Customers want businesses to know them, and to communicate with them accordingly. They also want a consistent experience across all of the channels they use to interact with the business.”

The survey looks at how customer service expectations have changed over the past year and interrogates the key drivers of customer satisfaction.

It also seeks to find out how AI-powered platforms are expected to improve customer service.

We hope you’ll be able to set aside a few minutes of your time to participate in the survey. By doing so, you'll contribute towards a unique local CX research project and stand a chance to win a lucky draw prize, a Smeg coffee machine.

The detailed results of the survey, and the prize winner, will be published on ITWeb.

To play your role in compiling the State of CX in the SA report, click on this link.

The State of CX in SA survey goes live