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Customer Experience...

A core theme at our recent Innovation Summit was Customer Experience and how it is becoming a critical differentiator in acquiring, managing and retaining customers. Knowing your customer and delivering the best customer experience possible has never been more critical than in today’s digital context, where the customer is...

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Making insight count by leveraging technology and anal...

Our recent webinars considered the findings from Forrester Consulting’s research paper Winning in the Customer Era, in which 73% of the respondents stated that they believe the way in which they do business today will change radically over the next five years. The main drivers for change are competition,...

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On the couch – Paul Mathias...

1. What inspired you to choose the field you’re in? Spent a long time in banking which has offered opportunities in a number of fields. Enjoy the challenges presented by managing fraud in a business environment, the need to drive down losses while keeping an eye on business needs...

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The modern fraud problem is about striking the right b...

Experts share their views on how to achieve a balanced approach to fraud prevention The primary aim in managing fraud is to enable businesses to do more business safely and make banking safe for customers, revealed Paul Mathias, Group Head of Fraud Risk Management at Barclays Africa, in his...

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Experian appoints new Market President for SA...

Global information services company, Experian, has appointed Simon Russell as Market President for South Africa. Having successfully led a number of significant transformation programmes...

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Are you really meeting your digital customers’ ...

Mobiles, smartphones and hand-helds are now mandatory lifestyle essentials for us all amid predictions there will be 50 billion networked devices. Just to give the big number some perspective – it will equate to seven times more devices than there are people on Planet Earth. Decisions are being made...

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The opportunity cost of fraud versus friction...

We’re all in a technological arms race with fraudsters, making prevention and cyber-security everyone’s challenge. Fraudsters are fast, adaptable, indiscriminate, well-resourced and sophisticated – brutally highlighted by current estimates predicting global fraud is set to top US$2 trillion by 2020. At the same time, an increasingly sophisticated breed of...

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Enter the age of the digital customer – the rules for ...

During the past 12 months we have seen three common global trends emerging in the digital challenges facing ‘traditional’ large enterprise’ organisations. First, we’re seeing that organisations still have a disconnected view of the customer. They are struggling to ‘connect the dots’ across online and offline channels, internal systems, business...

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Finding balance at the digital tipping point...

Right now businesses across the globe are at a digital tipping point as ‘traditional’ commercial models are predicted to simply disappear within the next five years, new research has shown. It comes as the majority of senior business leaders also acknowledge many of their current commercial approaches are ineffective,...

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