Hans Zachar, Group Chief Information Officer at Nutun

As AI, automation and data platforms become central to customer engagement, organisations must rethink how technology underpins every interaction, from selfservice to human support. Hans Zachar,

Group Chief Information Officer at Nutun, a global business process outsourcing company headquartered in Johannesburg, tells us how building a future-ready CX strategy depends on intelligent system design, responsible automation and strong governance to deliver secure, scalable and high-performing digital experiences.

How has customer experience become a high-stakes, realtime business priority, and what operational and technological factors now determine whether organisations succeed or fail in delivering it at scale?

There’ s no question that customer experience( CX) defines how people feel about a brand and whether they come back. It happens in real time, at high volume and under conditions that are rarely perfect. Expectations are rising, budgets are tightening and the consequences of getting it wrong are immediate. But the margin for error is shrinking. What customers want is changing quickly but what businesses can deliver is often limited by slow processes, legacy infrastructure or misaligned teams. Good intentions collapse

14

INTELLIGENT CIO AFRICA www. intelligentcio. com