Navigating the chasm: Customer experience innovation in South Africa
Mouyabi Seke Mboungou
Abstract:This study aims to explore the current state of customer experience (CX) innovation in South Africa and its position within the chasm of the innovation curve. In a diverse market characterized by cultural and varying consumer preferences, the focus on CX innovation is essential for creating unique, memorable interactions between customers and brands. The paper explores the transformative journey from product-centric to customer-centric business strategies within the South African context, emphasizing the impac… Show more
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