Genex Insights

14/03/2022

Thought Leadership Day - 25 March 2021

What’s next in CX?
Sign up for the event using the link below
https://tinyurl.com/genex-whatsnext

11/03/2022

Keeping customers engaged can be challenging. Gamification is the process of applying Game design techniques to non-gaming contexts to improve the experience and make it more fun and engaging.

Take a look at our site for a more in-depth read on this hot topic:
https://www.genex.co.za/2022/02/24/gamification-a-tool-for-customer-engagement-on-apps/

Introduction   Through the ongoing Covid-19 pandemic there have been significant challenges that have emerged regarding how to best keep our customer engaged. With life moving onto a mostly virtual platform, we need to find ways to capture the attention of our customers and keep them interested. En...

09/03/2022

We are entering a new era of Hybrid working. During the pandemic, many adapted to the working from home, now we’re all making the slow move back into the office space. Below we unpack the trends associated with the move to a Hybrid workspace in more depth.

For more EX insights visit our website:
https://www.genex.co.za/2022/02/24/hybrid-work/

Introduction Remote working began as a short-term solution brought on by the Covid-19 pandemic. As time went on, companies found varying levels of remote working which worked for them. As ‘lockdown’ continued in some parts of the world, some companies have chosen to remain entirely remote; while...

07/03/2022

A reminder

Thought Leadership Day - 25 March 2021

What’s next in CX?
Sign up for the event using the link below
https://tinyurl.com/genex-whatsnext

05/03/2022

We want Customers to have the most seamless experience when engaging with us, whether the experience is virtual or in person. This is one of the reasons considering the relationship between CX and UX is so important

For more CX insights visit our website:
https://www.genex.co.za/2021/11/25/the-cx-ux-relationship/

Introduction A common misconception is that customer experience (CX) and user experience (UX) are the same thing, and these are often used interchangeably. CX refers to the perceived experience that a customer assumes with your company UX, on the other hand, describes an end-user’s thoughts, feeli...

03/03/2022

CX is always evolving. Over the last few years especially, a lot of what we thought we knew about CX may not be as it seems. Here we debunk some of the common CX Myths

Visit our website to see how:
https://www.genex.co.za/2021/12/10/debunking-cx-myths/

Customer Experience or CX is a concept that has been around since the 1960’s, even though the term was only coined by Lou Carbone in the early 1990s.Many notions are considered to impact CX and over the years one of these has been extensively explored and discussed, and that is emotion and its rol...

01/03/2022

Thought Leadership Day - 25 March 2021

What’s next in CX?

Sign up for the event using the link below
https://tinyurl.com/genex-whatsnext

Please feel free to pass along this invite to others in your organisation who you think would benefit from this session.

The topics that will be included in our upcoming Thought Leadership Day:

• Unstructured Data Analysis
- What if we could get answers, without asking more questions?

• Ecosystem Orchestration (Systems Integration)
- How do we ensure our VoC programs are harnessing best of breed technology and latest innovations, without constantly have to change our CX partner?

• Video Surveying
- The growth of online video in South Africa has been explosive in the last 2-3 years.

Speakers

Herman Hansbroek - Competence Lead Data Engineering (Associate Partner) at IQ

Garth Brown - Associate Partner – Relationship Leader at IQ

Wayne Human - Relationship Lead: Go to Market at IQ

Tim Matthis - Managing Partner Solutions at IQ

Jake Orpen - Managing Director at Nudge

Eric Dymond - Senior Solution Engineer at Alida

20/10/2021

Its CX Month and the Customer is Key!

Have a look at our blog for more insights on Measuring Success and ROI in Line with CX
https://www.genex.co.za/2020/12/02/measuring-success-and-return-on-investment-in-line-with-cx/

Measuring Success and Return on Investment In line with CX by Genex-Insights | Dec 2, 2020 | Genex Insights | 0 comments Introduction CX, unlike other areas in a business such as sales and marketing, is a much more intangible factor which, when done correctly, yields a strong return on investment (R...

15/10/2021

Join us for tomorrow our Thought Leadership Day Discussion - "The War of Our Time"

Genex Insights is unpacking the what we have learnt from the post-war era and how it helps prepare our employees for the post-covid era!

REGISTER HERE: https://tinyurl.com/genex-warofourtime

14/10/2021

Join us tomorrow for our Thought Leadership Day Discussion- "The war of our time"

REGISTER HERE: https://tinyurl.com/genex-warofourtime

13/10/2021

In the midst of the COVID-19 pandemic, organisations need to maintain a relationship with their employees while focusing, now more than ever, on employee engagement (EE) and the overall employee experience (EX).

For more insights visit our website:
https://www.genex.co.za/our-insights/

Our Industry Insights Get all the information you need to make informed business decisions Our way of empowering you! Join Our Newsletter Learning as a driver of Organisational Success Employee engagement, UncategorizedIntroduction   We are often looking for ways to increase and encourage organisat...

11/10/2021

Join us for our next Thought Leadership Day Discussion - "The War of Our Time"

Join Genex Insights in unpacking the what we have learnt from the post-war era and how it helps prepare our employees for the post-covid era!

REGISTER HERE: https://tinyurl.com/genex-warofourtime

09/10/2021

Good business decisions are made when there is solid, rich data to base decisions on. One can only do that if research is conducted in such a way that it brings meaningful insights to a company.

For more insights visit our website:
https://www.genex.co.za/2020/10/29/what-is-good-data-measurement/

What is good data/measurement? by Genex-Insights | Oct 29, 2020 | Genex Insights | 0 comments With so many ways to collect, manage, and analyse data in the internet of things (IoT) and technological advances, data quality control may be sacrificed for the sake of quantity over quality as companies e...

07/10/2021

What is more important, Keeping customers happy or reacting effectively to an unhappy customer?

The service recovery paradox suggests the latter.

For more insights check out our website:
https://www.genex.co.za/2020/08/28/the-service-recovery-paradox/

The service recovery paradox by Genex-Insights | Aug 28, 2020 | Genex Insights | 0 comments 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 offic...

05/10/2021

The First Tuesday of October is officially recognised as Customer Experience Day!
This is the day to recognize and celebrate the importance of customers, customer experience, and customer experience professionals.

For more Insights check our website:
https://www.genex.co.za/2020/03/09/looking-at-achieving-cx/

30/09/2021

TOPIC: ‘The War of Our Time’

Could Covid-19 be the war of our time

We have learnt from post-war eras of the past and how we can apply that knowledge to understanding and preparing our employees for the post-COVID era. Our Subject Matter Experts, Selina de Freitas and Nadine Rix will lead the session and provide some invaluable insight.

The conversation is geared towards HR professionals and those who manage teams - however, everyone is welcome!

Please feel free to share this invite and link with those that you think would benefit from attending. Please register on the link below:

REGISTER HERE: https://tinyurl.com/genex-warofourtime

24/09/2021

Happy Heritage Day South Africa!

11/09/2021

How do you ensure your Brand is at the right stage. A CX Maturity Model helps understand what your brand is missing and how to improve the customer centricity in your business.

For more insights check our website:
https://www.genex.co.za/2018/10/08/a-guide-to-the-customer-experience-maturity-model-how-you-can-ensure-your-brand-is-at-the-right-stage/

A Guide to the Customer Experience Maturity Model: How You Can Ensure Your Brand is at the Right Stage by Genex-Insights | Oct 8, 2018 | Customer Experience Management | 0 comments There are not very many brands that can survive off of a business model that only caters for new customers, and never a...

09/09/2021

As a research organisation, Data protection and Privacy is extremely important to us. We need to know what personal data is and what our responsibility in keeping it protected is

For more insights visit our website:
https://www.genex.co.za/2018/08/06/understanding-data-security-and-privacy/

Understanding Data Security and Privacy by Genex-Insights | Aug 6, 2018 | Genex Insights Research is the process of gathering useful information from individuals or groups. In the digital age, we call this collection of information data. Genex collects data through market research, to provide differ...

07/09/2021

Dashboards in and of themselves aren't always enough to give the desired insights we as an organisation may need. This is why going beyond dashboards are so important.

For more insights check our website:
https://www.genex.co.za/2016/07/01/beyond-dashboards/

Beyond Dashboards by Genex-Insights | Jul 1, 2016 | Customer Experience Management | 0 comments You have a voice-of-the-customer (VOC) programme. Your closed-loop service recovery is doing what it must. You have dashboards showing you every grain of trackable data. Why, then, are you not excelling?....

03/09/2021

As the winter tucks itself away, we gladly welcome a beautiful Spring!

21/08/2021

Research is the basis of all Market Research, but what makes Good Research? We need to look at what makes good research, how to achieve it and and what the results are

For more insights check out our website:
https://www.genex.co.za/2018/06/04/research-101-the-basics-of-good-research/

Research 101: The Basics of Good Research by Genex-Insights | Jun 4, 2018 | Genex Insights | 0 comments Attracting and retaining customers is an important skill in business. Previously, marketers sought to sell products to the masses without considering the needs of the individual. Today’s market ...

19/08/2021

Leaders in Customer Experience have various shared qualities. These qualities stem from people as individuals as well as business practices.

For more insights check our website:
https://www.genex.co.za/2019/01/25/do-you-have-what-it-takes-to-be-a-cx-leader/

Do you have what it takes to be a CX Leader? by Genex-Insights | Jan 25, 2019 | Customer Experience Management | 0 comments The attributes and traits needed to be a leader in Customer Experience Customer Experience (CX) is possibly one of the most important aspects to consider in any company, as it....

17/08/2021

Sampling in research is where a researcher only surveys some of the people in a population. The question is when should we sample and how important is sampling to research.

For more insights check out our website:
https://www.genex.co.za/2017/03/09/sampling/

Sampling : To sample or not to sample? by Genex-Insights | Mar 9, 2017 | Customer Experience Management | 0 comments Sampling in research is where a researcher only surveys some of the people in a population. The sample of people is representative of the overall population, but the size of the sampl...

09/08/2021

Happy Woman's Day!
Let us pay tribute the 20 000 woman who marched to the Union Buildings on 9th August 1956.

06/08/2021

CATI surveys provide insights in both Traditional Research as well as the automated research sphere.

For more info check out our website:
https://www.genex.co.za/2017/04/26/cati-surveys/

CATI surveys in a CX environment by Genex-Insights | Apr 26, 2017 | Customer Experience Management, Surveys | 0 comments Computer assisted telephone interviewing (CATI) has long been a survey method used in Traditional research, as a means of conducing research. Recently, however, it has become incr...

04/08/2021

Tracking systems help companies measure a various factors including Brand Awareness, Customer Satisfaction and Customer Satisfaction.

For more insights check out our website:
https://www.genex.co.za/2019/12/04/understanding-tracking-systems/

Understanding Tracking Systems by Genex-Insights | Dec 4, 2019 | Customer Experience Management, Genex Insights | 0 comments If you are familiar with market research, you have probably come across the term, tracking studies. Tracking studies are described as longitudinal, meaning that they ask the s...

02/08/2021

Genex Insights wishes South Africa a Happy Woman's Month!!

31/07/2021

Organisational Success is driven by many different things, one of which is learning. Learning is based on intrinsic and extrinsic motivation.

For more Insights visit our website:
https://www.genex.co.za/2021/07/22/learning-as-a-driver-of-organisational-success/

Learning as a driver of Organisational Success by Genex-Insights | Jul 22, 2021 | Employee engagement, Uncategorized | 0 comments Introduction   We are often looking for ways to increase and encourage organisational success. Research like the one Sadaat & Sadaat (2016) did in which they found organ...

29/07/2021

Genex Insights offers a Variety of Services to become your Most Trusted Research Partner.

For a look at our services check out our website:
https://www.genex.co.za/our-services/

Our services Learn More Working with professionals When you partner with Genex, you tap into a wealth of knowledge and expertise in the research and customer experience fields. With access to highly skilled researchers, analysts, proven methodologies, and technology experts, you’ll have all you ne...