Aligning KPIs and customer experience goals: It CAN be done

July 10th, 2017 by Veronique Filip

Customer experience (CX) is fast becoming the primary point of brand differentiation, replacing the established norms of product and price. Realising that fact, as many business leaders now do, is one thing. Acting on it is another thing altogether.

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Customer experience - The new differentiator

June 21st, 2017 by Veronique Filip

With headlines dominated by downgrades and a challenging economic climate, differentiating your business from the competition is more important than ever.

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Technology now offers better ways to monitor workplace behaviour.

November 23rd, 2016 by Joanne Doyle-Went

Imagine the transformation a business could undergo with empirical data technology that highlights the aspects of the work environment and monitors workplace behaviour? 


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Surviving the digital disruption is about choice

October 21st, 2016 by Valter Adao

 The conflicts between metered-taxi and Uber drivers might appear to have nothing to do with you or your business. After all, you are an executive at a company that has sizeable market share. The barriers to entry into your industry are also quite high. To you, the so-called ‘Uber wars’ might be at worst an inconvenience, if you are regular user of Uber’s driver-on-demand service.

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How to develop a socially just and inclusive economy in Africa

September 6th, 2016 by Deloitte Digital SA

In 2013, Roger Martin was placed third on the Thinkers50 list, a biannual ranking of the most influential global business thinkers. Recently in his books Getting Beyond Better, he looks at social entrepreneurship and what drives transformation in society.


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Top talent need not come with a university degree. Is your organisation adapting?

August 16th, 2016 by Shyam Ranchod

How is a university supposed to teach students to do jobs that don’t exist yet? They can’t, in their present form. As a result, there is a growing disparity between the subjects taught at university and the competencies and skills that employers are looking for.

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Time to switch your employee engagement to high performance mode

August 12th, 2016 by Joanne Doyle-Went

Most South African organisations are not very happy with the level of engagement that they have with their own employees. In fact, the evidence of poor engagement, or disengagement, is everywhere. The trouble is with knowing what to do, and how to equip workers to perform at their very peak levels.

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Talk is cheap: Chatbots are the next customer engagement platform.

August 5th, 2016 by Stephanus van Vuuren

Decades ago, the best way to interact with the customer was face-to-face. Fast-forward to the noughties, and the World Wide Web replaced face-to-face with interface-driven interactions. These interfaces provided a simplified way for users to make inputs into complex machine computations to create the desired outputs. From there, the move to mobile ensued, which provided a smaller and lighter version of the Web. And now mobile has evolved into the app world of today.

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Digital HR can curb the technology curse

August 4th, 2016 by Deloitte Digital

The digital revolution has finally hit HR, yet too few organisations are ready for it. That’s according to the 2016 Human Capital Trends report, published by Deloitte.

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Canonical Data Models & Microservices: Clarifying the conflicting views

August 1st, 2016 by Tanya Du Preez

We have been drawn into countless discussions regarding the usefulness of a Canonical Data Model (CDM). This design pattern is fully supported by the application of the Standardised Service Contract design principle that advocates which service contracts be based on standardised data models. But the use of a CDM in the microservices space has become the centre of heated debates among CDM advocates and non-advocates alike.

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Dematerialisation of a bank towards digital transformation.

July 28th, 2016 by karoly kramli

Cloud services have turned service delivery on its head in a number of industries. Cloud computing services provide a largely untapped opportunity for new and traditional businesses to operate entirely on infrastructure that is owned and managed by a specialist service provider. 

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Press Release: Deloitte Digital Named 2016 Global Partner of the Year by MuleSoft

June 19th, 2016 by Deloitte Digital

Deloitte Digital recognised for innovation with Anypoint Platform, expands relationship with Member Connect to enhance relationships between patients and providers.

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Design Thinking: How, why and why now?

June 13th, 2016 by Phil Barrett

The popularity of the term “Design Thinking” seems to be spiking at the moment. So I did a talk about it recently at Cape Town’s Western Cape Funding Fair.

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Digital disruptions will drag universities into the 21st century

June 6th, 2016 by Shyam Ranchod

There are many signs that the tertiary education model is broken. In SA the student protests are a very clear sign that education has become too expensive, and more likely to burden the students with debt than assure them a ticket to a middle-class life.

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Grocery retailing: The digital onslaught

June 6th, 2016 by Tim Bishop

Grocery and other retailers in South Africa are still dramatically underestimating the impact that the onslaught of digital is having on the industry. The in-store expectations of consumers are evolving faster than retailers are delivering on those expectations - a gap referred to as the 'digital divide' - and unless retailers step up to the plate and capitalise on evolving consumer behaviour, they will struggle to stay relevant in today's marketplace, said Tim Bishop of Deloitte Digital Africa.

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How the mining CIO can be a human resources innovator

February 18th, 2016 by Joanne Doyle-Went

The rise of digitised business processes is putting pressure on the definition and role of the chief information officer (CIO). Whereas in the past this executive’s role was clearly demarcated, the rise of data-based customer engagement is creating new roles for the chief marketing officer (CMO), and even new positions such as chief digital officer (CDO). The bunfight over the convergence of these roles is likely to continue for years to come, but transforming and digitising the operations of an organisation will remain the responsibility of the CIO for the foreseeable future. Organisational innovation in the age of digital everything still comes from them, and that includes bringing their employee engagement up to the very latest and best standards.

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Press Release: Deloitte Digital named global leader in digital business transformation

February 9th, 2016 by Deloitte Digital SA

JOHANNESBURG, 04 February 2016 - Forrester Research has named Deloitte Digital a global leader among Business Transformation Consultancies. Deloitte Digital is a Deloitte member firm focused on digital practices


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Press Release: Deloitte Digital Acquires Jinja Interactive.

January 26th, 2016 by Deloitte Digital SA

Deloitte Digital (Africa) has acquired a fintech services business, Jinja Interactive as part of its strategy to build a fully-integrated digital transformation business, providing digital innovation and customer-centric engagement solutions to its rapidly growing list of clients across Africa.


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Speak to employees in their own language

October 22nd, 2015 by Joanne Doyle-Went

In October 2013, international research consultancy Gallup released a study with a shocking statistic: the survey of organisations across 142 countries found that only 13% are engaged at work.

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Google Ventures Design Sprint

September 28th, 2015 by David du Plessis

We ran our first Google Ventures design sprint recently where we attempt to answer business questions through design, prototyping, and testing concepts with customers.

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How local e-commerce can compete globally

September 28th, 2015 by Tim Bishop

There is a local tendency to regard e-commerce as a separate, distinct and unimportant entity that should be left up to the tech-minded people in the company to worry about. This is a wrong approach, one which fails to appreciate just what the benefits of bringing well-understood and carefully-managed digital channels into the overall retail strategy can be. We love mobile tech in South Africa, and one of the omnichannel considerations is how people can access a retailer’s offering via their mobile phones. But this is still not realising its full potential, and this is an area where locals can bring themselves up to international best practice.


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Uber yourself before you get Kodaked

September 27th, 2015 by Valter Adao

“Uber yourself before you get Kodaked”. This expresses the constant need to challenge the paradigm that businesses and industries find themselves in. It’s simple, yet profound and very descriptive of the competition well established corporates and industries are facing. Size and tenure can no longer be viewed as an advantage; perhaps they could be a distraction or a false sense of security.


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(E)commerce: 5 ways the future of consumer retail is already here

September 23rd, 2015 by Tim Bishop

The next generation of shopping experiences is not an abstract idea - it is here. Customers are ready. They’re increasingly tech-savvy, they’re demanding personalised experiences and the world at their fingertips. Retailers still thinking that (E)commerce is separate from physical business are getting left behind. There is no longer a separate channel, ‘bricks-and-mortar’ versus (E)commerce divide when customers are online all of the time.


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Smart innovation for non-smart phones

August 26th, 2015 by Tim Bishop

A large portion of the South Africa's user market is being left unprovided for when it comes to mobile innovation. This opens up a huge opportunity for those that look at human innovation rather than just high-end smart technology.

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Inside Deloitte’s $1.5 billion ad agency

August 18th, 2015 by DIGIDAY

A few years ago, a chief marketing officer at a big brand showed Mike Brinker a diagram that depicted all the different marketing partners he worked with. There were creative people, supply-chain and logistics people, a consulting company (or two). In all, there were 75 different spokes and wheels. “It was crazy,” said Brinker.

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#TheFutureByDesign: Forwardly mobile

July 28th, 2015 by Tim Bishop

a #TheFutureByDesign feature by Tim Bishop. We love our mobiles. More and more, these devices — phones, phablets, tablets — are becoming central to our workaday lives.

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Digital transformation: Is your organization ready?

July 15th, 2015 by Deloitte Digital

To survive in the digital era, organizations should implement strong digital strategies that drive business transformation and can attract and retain top-performing employees across all age groups. How do we know? We asked, and they told us.

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Why measuring innovation like everything else is a bad idea

July 14th, 2015 by Phil Barrett

The economist Joseph Schumpeter is widely credited with coming up with the term ‘creative destruction’. He specialised in studying how companies are formed and go bankrupt, and concluded that “economic progress, in capitalist society, means turmoil”. He passed away in 1950, but his insight seems more relevant than ever today. Digital innovation is completely upending how we do business, and will continue to do so at ever-increasing rates.

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Leadership announcement - Valter Adão is the new Leader of Deloitte Digital Africa

June 26th, 2015 by Deloitte Digital SA

Johannesburg, 23 June 2015 – Moving to strengthen its position as the leading digital transformation business, Deloitte Digital Africa has appointed Valter Adão as its new leader. Deloitte Digital has set itself apart by having the capability to engage with clients across strategic and innovative thinking, emerging and exponential technologies and creative design. It also plays a critical role to help organisations remain relevant and prosperous in an economy being redefined by the exponentials of smart technology, robotics, near artificial intelligence and 3-D printing.

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Why Agencies are out and digital business transformers are in

June 11th, 2015 by Tim Bishop

Digital disruption is nothing new. City centres everywhere are littered with the ghosts of businesses that have been rendered extinct thanks the rise of technology: an old travel centre that’s now a yoga studio, a movie rental store that now houses a clothing boutique, and of course the way we all now order a taxi. And the internet has famously gutted the news business, with publications dying all over the world.

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Lack of effective communication a big challenge in SA mining sector

May 18th, 2015 by Tim Bishop

Advisory firm Deloitte Digital has identified a lack of effective communication among management, coalface employees and organised labour as a major challenge facing the South African mining industry.

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Completing the Formula for Digital Disruption

March 27th, 2015 by Deloitte Digital

The technology industry has continually generated discussion points over the past few decades and continues to do so to the present day.  Consumerisation of IT has brought many technologies from the home to the boardroom, not the least of which have been smartphones and tablets. Not far behind were the cloud based social networks and before we could blink BYOD was the de-facto standard. Now we live and trade in the era of “all-things-digital”. The ultimate threat and opportunity has become the ever present “digital disruption”. Of course, like most things technology – “digital” remains open to interpretation and application fit for purpose. The most commonly used term, in conversations around digital, is “SMAC” – Social, Mobile, Analytics (generally meaning Big Data) and Cloud.

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Deloitte Digital named the 2014 Adobe Digital Marketing partner of the Year

December 18th, 2014 by Tim Bishop

Deloitte Digital has been named 2014 Adobe Digital Marketing Partner of the Year. The award recognizes Deloitte Digital for outstanding global commitment to delivering innovative solutions utilizing Adobe Marketing Cloud that drive impactful digital transformation for joint clients across areas such as mobile, content management, customer experience, data-driven marketing and cross-channel campaigns. The award was presented today at Adobe's worldwide global sales conference in Las Vegas, Nevada.

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Press Release: Deloitte Digital Buys Flow Interactive as Part of its Pan African Digital Expansion

November 14th, 2014 by Deloitte Digital

Deloitte Digital (Africa) has acquired Flow Interactive as it continues to build a fully integrated digital consultancy and agency providing customer-centric digital engagement solutions to its rapidly growing list of clients across Africa. 

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Visual Thinking Demystified

August 1st, 2014 by Shane Currey

There is a common misconception that something shouldn’t be drawn until you understand it. On the contrary, sketches – however rudimentary or amateurish – help people better describe, discuss and understand issues. This is because visual thinking helps turn tacit assumptions into explicit information. For example, if you’re looking to improve an existing business model depicting it will unearth logical gaps and help facilitate discussion. Or if you’re designing a whole new business model visual thinking will allow you to discuss different options by adding, removing or moving pictures around.

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Customer Centricity and its Role in Business Transformation

August 1st, 2014 by Peter Meliniotis

Typically a traditional approach for a business transformation program involves consulting large parts of the business from subject matter experts to senior leadership to help shape the direction of the transformation.

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A Developer’s Guide To Building Your First App

July 31st, 2014 by Dominic Williamson

Dominic Williamson is an app developer who began his career as a psychology student with no prior coding experience. Within six months, he had produced one of the most successful apps on Microsoft’s Windows Phone Store. Here are some tips from Dominic that will help budding app developers kick-start their own careers.

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How to earn trust to initiate offline engagement using B2B online marketing

July 24th, 2014 by David Graham

In my article titled What you should be doing online to attract new business opportunities, one of the points I raise relates to building trust with prospective clients. People ask for advice or make purchasing decisions from trusted advisors, and trust has to be earned and takes time to develop. Once trust is lost, it is exceedingly difficult to regain, if at all.

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Digital Insurance Benchmark: Opportunities in Telematics, Gamfication and IoT

June 30th, 2014 by Niels Nuyens

Digitization has disrupted the insurance industry and the mobile trend is fuelling customer expectations. Deloitte benchmarked the web, mobile and social capabilities of 30 NL and International insurers, and identifies opportunities for growth in Mobile technology trends.

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What you should be doing online to attract new business opportunities

June 30th, 2014 by David Graham

Getting business-to-business (B2B) online marketing right is an art and a science, a combination of multiple factors which involve people, processes and technology. The analogy we like to use is that of an orchestra. The B2B online marketer is the conductor and the people, content, processes and technology required is the orchestra.

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Deloitte Digital meshes iBeacon, Hue Light and vouchering technology for retail. The future is now.

June 25th, 2014 by Deloitte Digital SA

Deloitte Digital has created a number of retail based installations using micro proximity, shoppers can be tracked, greeted and their shopping experience enhanced through this latest technology lying embedded in the latest versions of iOs and Android. Without having to have any app running, iBeacon is able to wake the phone up and automatically  launch the appropriate app to deliver value added content. In this installation demonstrated at TMT Predictions in South Africa this year, Deloitte Digital highlighted the ability to micro locate products, instantly showing the user product details, reviews and voucher delivery integrated into passbook.

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A Sensor-Enabled World (interactive)

May 13th, 2014 by Deloitte Digital SA

The world is quickly becoming a series of 0's and 1's. Billions of sensor-enabled devices are transforming inputs into digital outputs that can be used to improve decision-making and deliver new services.

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Retail and Digital influence – what are SA retailers waiting for?

May 9th, 2014 by Tim Bishop

As digital starts to become something our local retailers in SA are only really starting to dabble in, and usually are pretty limited in nature, a great study by our colleagues in the US have determined that digital devices’ influence on in-store purchase behavior is growing much faster than anyone could have anticipated. Deloitte’s research in the US shows that today, digital technologies influence 36 percent or $1.1 trillion of in-store retail sales, and this number will likely increase to 50 percent of in-store sales by the end of 2014.

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Deloitte Digital’s Bill Briggs at SXSW

April 17th, 2014 by Deloitte Digital SA

Bill Briggs, Chief Technology Officer for Deloitte Consulting LLP, and global lead of Deloitte Digital, gives his perspective on tech trends at SXSW.

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Keeping Up with Digital Consumption

April 17th, 2014 by Deloitte Digital SA

U.S. consumers are changing quickly. Blink and you might miss something. Watch the video to learn more about consumer preferences

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Searching for the wearable technology killer app - Written by Tim Bishop

March 25th, 2014 by Tim Bishop

The past several months have seen wearable technology building increased market awareness. But while these are exciting times for the technology, the killer app still needs to be found that will make it useful and drive widespread consumer adoption.

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Smaller Tablets, Bigger Smartphones: Finding the Right Mix for Your Workforce

March 13th, 2014 by Deloitte Digital SA

As the options for tablets and smartphones multiply, CIOs need to understand the needs of various functional groups while also assessing the trade-offs between standardization and the greater diversity associated with a BYOD approach.

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WhatsApp with that deal?

February 26th, 2014 by Deloitte Digital SA

The tech world is still reeling after the shock announcement that WhatsApp would be acquired by Facebook, in a $16-billion deal ($19-billion if you include stock units meant to kick in after three years).

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Value of connectivity

February 26th, 2014 by Deloitte Digital SA

Internet connectivity has already changed many aspects of the lives of individuals around the world and provided far-reaching economic and social benefits. However, of the world’s 7 billion people only 2.7 billion have access to the internet today and the unconnected typically live in developing countries. Extending the opportunities that the internet can bring is critical to accelerating economic and social growth in developing economies, while enabling the transition from a resource-based to a knowledge-based economy.

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Deloitte’s Mobile Consumer Survey Anticipating a Global Data Tsunami

February 26th, 2014 by Deloitte Digital SA

We are Anticipating A Global Data Tsunami The staggering increase in the demand for data by smartphone users is offering carriers an opportunity to explore new business models, writes Tim Bishop, Director at Deloitte Digital.

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Mobile operating systems in South Africa

February 25th, 2014 by Deloitte Digital SA

Android vs BlackBerry vs iOS vs Symbian vs Windows Phone in South Africa. BlackBerry-based and Symbian-based devices may still dominate South Africa’s smartphone landscape, but Android is outselling its competitors by a significant margin.

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Digital marketing and the mind of the CMO

November 20th, 2013 by Deloitte Digital SA

The rising importance of digital media, marketing, and commerce is elevating the importance of the chief marketing officer as strategist, innovator, and buyer of advisory services and technology.

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2013 Forecast for the South African Telecoms Market

February 25th, 2013 by Deloitte Digital SA

South Africa is one of the most vibrant and dynamic mobile markets on the African continent. From humble beginnings in 1994, the South Africa mobile telecoms market has grown into a multiple billion rand industry in under 20 years providing jobs to thousands of South African’s and connecting millions.

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Has Web 2.0 changed the work environment

February 28th, 2011 by Greg Comline

For most companies in South Africa, the internet has become a key source of information, communication and commerce for their business operations.

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