Gauteng Business News

Send  Share  RSS  Twitter  18 Aug 2014

MARKETING: Customer Engagement Leader Opens Up Headquarters in South Africa


Recent Gauteng Business News, a global leader in enterprise solutions for customer engagement, today announced that it has established a presence in Johannesburg and Cape Town as the organisation unveils its award-winning ONE Engagement Hub to the South African market.

The recently-launched ONE Engagement Hub enables brands to create and sustain long-term, value-driven customer relationships through the delivery of highly personalised and relevant customer experiences across all touchpoints on the customer journey.

The ONE Engagement Hub is the solution that delivers against’s Engagement 3.0 framework for customer engagement. The framework is based on an extensive body of research, and supported by primary research with over 6,000 consumers, globally, and interviews with senior customer strategy leaders.

The research found that 80% of senior customer executives are deluged with customer data but are challenged with how to use and manage it, with only 10% believing that they deploy customer insight effectively. The impact of poorly managed customer engagement is telling on the consumer; 25 percent of customers would switch provider after just one negative experience and 45 percent of potential customers would abandon purchasing after two separate interactions.

However, powered by customer knowledge, context and journey behavior, the ONE Engagement Hub enables businesses to join up organisational and technology silos to provide a personalised and relevant customer experience across the entire customer journey, driving brand advocacy, increasing consumer loyalty and ultimately, building true customer engagement for business success.

Through this strategic expansion into South Africa, further builds on its commitment to define the global customer engagement agenda.

Jeremy Swartz, Regional Director, Middle East and Africa said: “New digital technologies are revolutionising the way customers interact with brands, and at the same time opening up new opportunities for organisations to better serve their customers and drive revenue growth. Customer engagement is the front-line of this digital transformation. With the ONE Engagement Hub, we are making it possible for our clients to build enduring, value-driven relationships with their customers, and take full advantage of new technologies as they emerge.”

Glen Manchester, CEO, said: “Brand winners and losers will be determined by their ability to build true customer engagement, and we are excited about our opportunities in South Africa. Businesses there are keenly aware of the needs of their customers, with a proven history of implementing successful customer relationship and customer experience strategies. We see huge potential for synergy between the local marketplace and our ONE Engagement Hub, as we begin to help companies transform towards real-time, omni-channel customer engagement.”

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