The Data Analytics Blog

Our news and views relating to Data Analytics, Big Data, Machine Learning, and the world of Credit.

All Posts

Exploring Customer Engagement In The Digital Age

August 8, 2019 at 9:12 AM

We’re looking forward to attending this year’s Digital Customer Experience conference. The 2019 conference will be hosted by Trade Conferences International (TCI) on the 4th and 5th of September at the Indaba Hotel, Fourways, Johannesburg.

The event will explore how times have changed. The last couple of years gave rise to the digital consumer who shops online, learn online, communicate online and being entertained online. Organisations are changing their perspective on dealing with consumers. Opportunities abound. With changing the perspective on how the digital environment is viewed, companies will be able to seize the opportunities in the market where consumer relevance is king.

Digital consumer engagement as a major part of an integrated set of end-to-end services and solutions that brings together strategy, technology, analytics, is essential for the success of any company.

Customer engagement, as part of the omnichannel approach featuring digital communication tools, is often the result of positive customer experiences. By capturing and analysing data from every customer touchpoint, will allow companies to understand which interactions are increasing engagement and which are hurting it.

With these insights you gain, you can create a customer engagement model that outlines what kinds of experiences you want to deploy at each stage of the customer journey.

Attending the DCX Con will give attendees the wisdom to correct missteps and plan future digital customer engagement activities so that companies can reap the benefits of fully engaged, loyal customers.

The programme will tackle digital and customer engagement issues, explore the importance of digital adoption and new technologies that will assist customer engagement as well as navigating the future of trends.

It will touch on topics such as loyalty, customer due diligence, omnichannel, sales enablement, the customer journey, use of technology, and how this relates to the bigger issue of digital customer engagement.

Principa’s Head of Call Centres and Collections, Perry de Jager, will be attending the conference as a speaker on the topic of Self-service is the most cost-efficient and effective model

Learn more and register for the DCX Conference 2019.

Subscribe to our blog

Latest Posts

How to choose the correct collections chatbot

Principa has a wealth of experience in building and deploying chatbots for the financial services industry. Our custom-built solution is flexible and fully customisable which allows your bot to assume your brand’s persona. We can also seamlessly integrate with existing systems. Click here to find out more. 

Model validation and adjustment

The time is NOW for model validation and adjustment. One of the major premises used in credit scoring is that “the future is like the past”. It’s usually a rational assumption and gives us a reasonable platform on which to build scorecards whether they be application scorecards, behavioural scores, collection scores or financial models. That is reasonable until something unprecedented comes along. You can read about this black swan event in our previous two blogs here and here.

Payment holidays – what did everyone do?

Payment holidays have been used throughout South Africa and around the world to help alleviate the economic stress during the COVID-19 lockdown. In this blog we look at some of the steps taken internationally and by some of South Africa’s major lenders (specifically in the consumer space).