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Social media mining: Critical to CX management in the digital age

Julian Thomas, Principle Consultant at PBT Group As markets become increasingly globalised, saturated and competitive in the digital age, great focus is being placed on the customer experience (CX). And, in periods of subdued or stagnant economic growth, such as South Africa is experiencing, people slow down on their spending and as a result, it becomes harder to attract new customers. Therefore, significant emphasis is focused on reselling, upgrading, etc. existing customers. However, there is only so...

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