Here’s what most leaders miss. Customer experience doesn’t start at the sale. It starts at the first click. From that moment, every form, pause and reply is CX. A confusing landing page is CX. A slow, generic response is CX. Repeating your story to three different people? That’s CX too. And it’s costing you.

Around 96% of South Africa’s internet users are on WhatsApp. Is your business? As a regular reader you will know I usually take the strategic view, writing about key topics such as reputation and trust, metrics and measurement, the customer journey, AI and the big picture. This month we go narrow and deep, practical and tactical. Let’s get your hands on one of the most power business tools we have at our fingertips yet are not effectively, and profitably, implementing: WhatsA

I recently had the distinct privilege of being the keynote speaker at the incredible KZN Top Business Awards with one goal in mind. To bring hope and opportunity to all business leaders in this new AI powered world.

Protecting Africa's wildlife requires more than passion. It requires dedicated people on the front line, equipped with the training, technology and resources needed to safeguard some of the world's most treasured natural environments. This August, one local conservation supporter is taking on an extraordinary physical challenge to help make that possible.

THE SIX MARKETING METRICS THAT DEFINE WHETHER YOU WIN OR WONDER

HOW AI SHIFTS MARKETING FROM A COST CENTRE TO A PROFIT CENTRE

A LEAD ENQUIRED. YOU DIDN’T RESPOND. YOUR COMPETITOR DID. - Cannect Digital

BUILD TRUST. DON’T BUILD A BRAND. - Cannect Digital

Terry Flack of Cannect Digital explains why businesses waste marketing budgets due to inconsistency, poor planning, and brand focus over sales; he stresses precise audience targeting, AI-driven measurability for ROI, and advice for young marketers on AI proficiency, communication, and business awareness.

NO SALES, NO BUSINESSWHY MARKETING MUST PROVIDE A CLEAR PATH TO PURCHASE- Cannect Digital