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CM.com
Source: CM.com |

The tech trends of 2022: Innovations that will reshape business in Kenya in the future (By James Bayhack)

Global spending on digital transformation is projected to reach $1.78 trillion in 2022

By James Bayhack, Director: Sub-Saharan Africa at CM.com As 2021 comes to a close, many businesses are still responding to changes in the business environment brought on by the COVID-19 pandemic. The global crisis introduced the necessity to innovate, forcing many to rethink how they communicate with their customers and…

CM.com
Source: CM.com |

A year of upheaval: What Kenyan businesses can learn from the disruptions of 2021 (By James Bayhack)

It’s crucial that businesses align digital transformation with company goals and understand the core needs to ensure agility in the future

By James Bayhack, Director for Sub-Saharan Africa at CM.com From lockdowns, third waves and vaccine rollouts to digital innovations, eCommerce booms and riot-related supply chain struggles, 2021 has been eventful – to say the least. For many Kenyan businesses, 2020 set the tone for what to expect this year, especially…

CM.com
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How mobile service cloud can transform customer experience: 6 key steps (By James Bayhack)

From navigating the website to contacting customer service and receiving the product that they ordered, customer experience is the sum of every interaction the customer has with your company

By James Bayhack, Director for Sub-Saharan Africa at CM.com Service, service, service. That’s been the call for businesses that want to keep their clients happy and turn one-time customers into lifelong fans. Now, however, the focus has moved to brilliant customer experience. But what does this mean? And why are we seeing the shift?…

CM.com
Source: CM.com |

CM.com recognised as an official provider of electronic signatures in Kenya

This means that the company is licenced to issue digital certificates – a record that supports a digital signature – and can authenticate signatories

It’s been just over a year since CM.com, a global leader in cloud software for Conversational Commerce, opened its doors in Kenya with a mission to transform the local conversational commerce landscape, driving seamless communication between businesses and customers across Africa. During this time, the pandemic restructured traditional working environments,…

CM.com
Source: CM.com |

97% of internet users in Kenya use WhatsApp; here’s how businesses can reach them (By James Bayhack)

Smaller businesses can use the WhatsApp Business app for their communication needs, and medium-to-large businesses will need to use the WhatsApp Business API

By James Bayhack The COVID-19 pandemic has left many customer service departments under immense pressure to meet client expectations while keeping response times low. This is particularly important in competitive industries like eCommerce, travel and hospitality, where customer service is a priority. To address this challenge, companies must enable their…

CM.com
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Infusing customer insights into your business: A look at customer relationship management systems (CRMs), customer data platforms (CDPs), and Data management platforms (DMPs) (By James Bayhack)

If businesses want more effective customer engagement and satisfaction, they need to start using that data to its full potential

By James Bayhack, Sub-Saharan Africa Director at www.CM.com In today’s digital world, data-driven customer analytics have become the heartbeat of modern businesses. Customers are engaging with businesses through digital channels while innovative technology allows the tracking of online activity, giving businesses access to more customer insights. So, how can businesses manage…

CM.com
Source: CM.com |

Customer service in Kenya – what it will look like in 5 years, and how your business can benefit

With people relying more on digital support, traditional customer service as we know it is likely to be dead in five years

Over the last decade, customer service has relied on channels such as email, phone, and face-to-face contact, but the industry is rapidly changing. With people relying more on digital support, traditional customer service as we know it is likely to be dead in five years. As digitisation accelerates, customers have…