May 19, 2020

Five things to do in Lusaka this spring

Zambia
Lusaka
mahlokoane percy ngwato
3 min
Five things to do in Lusaka this spring

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1. FLYING FISH BEACH PARTY

Who says fish can’t fly? Who says beer can’t be flavoured? Who says a beach party isn’t possible in Lusaka? Flying Fish is all about trying something new, about finding inspiration in the ordinary. It’s a twist on the familiar, and spontaneously adding just that little something extra to the everyday.

Flying Fish creates the fun, summer beach vibe in landlocked Zambia with the Flying Fish Beach Festival. At the Gymkhana Club at the Lusaka Showgrounds, September 5, 14:00 ‘til late, Flying Fish will host a branded beach party – sand, beach chairs, beach umbrellas, towels and related activations that are playful, fun, interesting and unexpected.

The activities of the day will include beer pong competitions, beach volleyball, beach soccer, and many more games. There’ll be prize giveaways and free stock for the game winners. A Food Market will provide variety in eating, with street vendor-type stalls without the messiness of actual streets. International and local DJs will be on deck to escalate the pomp, alongside many other local acts.

The Flying Fish beach festival starts at 14:00 and entrance is K50 per person at the gate. Right of Admission reserved. Flying fish is for people over the age of 18 only.

2. OKTOBERFEST

Oktoberfest is the Zambia’s largest beer festival and travelling funfair held annually. This year, the event will take place at Fringilla Farm in Chisamba. Attendees can expect the beer to flow as performances from local and international artists turn up the bass.  If you love music, and you love beer, then this is the event for you.

October 9 and 10 are the dates you should mark in your calendar. The party starts at 16:00 hours. Presale tickets are going for K100 whilst payments at the entrance are K150. 

3. ROCKTOBERFEST

One of Lusaka's premier beer and music events is back bigger and better. Featuring top-notch libations and performances from two of Africa's most exciting hip hop artists AKA and Da Les supported by the best of local artists such as Nasty D, Izreal, Danny, Ma Africa, Jay Rox, Ozzy, Roberto, Cleo the Ice Queen and Krytic plus DJ's Bizzy Wizzy, Phsycho Tash, Sebastién Dutch and Mich The Rocking Guy.

The ‘turn up’ will take place on October 3, 2015. Tickets, which are available from Computicket and all Shoprite Stores, are for K100 Ordinary and K200 V.I.P.

4. BAREFEET THEATRE PRESENTS ‘TREASURE IN CHIBOLYA’

Growing up in one of the most hard-core and notorious areas in Lusaka is not easy for many young people.  Treasure in Chibolya moves beyond the negative stereotypes and finds stories of wonder and awe from some of the most inspiring young people who hail from Chibolya.

From humble beginnings the group of acrobats have worked hard for years and have performed at the UNICEF headquarters in New York as well as festivals in Poland, Ireland, Holland, Belgium and the UK. This group of young men are back where it all began to share their journey through a unique display of film, acrobatics, circus, animation and original music.

The experience starts at Levy Mall on October 30, 2015, at 18:30 hours. Ticket sales have already started and are going for K100.

5. LAUGH OUT NOW

If you’re a fan of comedy shows ranging from stand up to skits, then this is an event you do not want to miss. The platform will see Zambia’s premier comedians such as Bob Nkoshya, Abel Chungu, and many more, take the stage to bring the laughter.

Laugh Out Now is hosted by Bittersweet Events and will take place on November 6, 2015 at the Mulungushi Conference Centre. Tickets, which will available at Sounds Arcade, will be sold at K100.

Read the September Issue of African Business Review. 

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Jun 12, 2021

Re-defining the economics of CX in the new customer journey

CX
customerjourney
Limitless
gigeconomy
Roger Beadle, Co-founder & CEO...
6 min
Roger Beadle, CEO of Limitless looks at how CX can directly Influence revenue generation in streaming services

There’s no shortage of customer service channels for the enterprise to select from today. Regardless of the many new metrics that have emerged – such as customer success, or empathy – cost reduction is still a primary driver in selection criteria.

There are many articles dedicated to how companies can turn customer service and customer experience (CX) from a cost to a revenue centre. The problem is, if you stop there and don’t look beyond cost reduction, you’re limiting the scope for CX to become an even bigger economic contributor in the enterprise.

There is every opportunity for customer service and CX to significantly influence the front end of business, particularly amongst direct-to-consumer subscription-based products and services, such as popular streaming services like Netflix, Amazon, Disney+, as well as sports subscription services like DAZN.

In these products and services and others, there are new customer journeys that may drive business growth and revenue. They start earlier and may last a lifetime, so getting things right at the start of the journey is key so that customers have the best experience from day one.

Not only will this help in making customers less likely to reach out for issues-based support further down the line, but these customers will be much less likely to churn, and much more likely to take up new services as they are offered throughout the lifetime journey.

So, what does the new customer journey look like for these services?

Opportunity waiting for the likes of Netflix & Disney

While consumers may have previously regarded customer service as a way to mitigate the inconveniences in their lives, the customer journey is expanding in scope every day. Today there are many more touchpoints available that put CX in a position to drive revenue.

For one-off purchases, traditional CX deployments have not changed significantly in the past few years. However, if you look at the change in the CX relationships we’re seeing with subscription-based products and services, particularly media-based streaming services, it’s clear that these companies lead what quickly become very multifaceted relationships with their customers. These have serious potential to evolve over time for increased economic benefit.

For any sort of subscription-based business, customer lifetime value is paramount, and the requirement to actively manage a continued positive customer experience is critical.

Every interaction is an opportunity, and every data point is a chance to offer more value. Introductory offers can convert to longtime customers. Longtime customers may take up opportunities to upgrade to more premium products or services. They may also appreciate incentives to invite family and friends to become customers. Consumers who like a particular service, for example, may appreciate a recommendation for another similar or complimentary service.

It all starts with customer interaction, and the customer experience journey becomes an opportunity to strategically affect the user base and resulting revenue - which is a far cry from the limitations of call center cost reduction or churn metrics.

How do companies support the new customer journey?

More and more, customers look at the new customer journey as engaging with brands as part of their lifestyles. Many companies are making brand ambassadors available before the traditional customer journey even starts, which is a marked change from a purely transactional relationship associated with a one-off purchase.

These ambassadors, who are often independent users of products or services, are providing trusted pre-sales advice, and that same trusted advice can also function to nurture the customer journey in a subscription-based relationship. Call it ‘GigCX’ or ‘crowdsourced customer service’ or even ‘peer-to-peer customer service’ - it doesn’t matter.

The key is in providing impartial, trusted advice from real users. Think about it: who would you rather get advice from? Someone who has used a product or service extensively, or someone who has been trained to provide customer service surrounding that product or service?

For services such as streaming media, advice from trusted experts with real product know-how could be invaluable. This may not be limited to technical issues, such as what to do when you can’t access your favourite show, or how to access services across various devices. It could be parents helping other parents who are concerned about how to restrict adult content from child viewers, or simply customers who have similar taste in programming who can comment on the benefits of upgraded or premium products. The point is, these experts are easily available at any touchpoint in the customer lifetime journey, creating more chances to add value.

It’s also about tipping customers from ‘passive’ to ‘promoter’ in the NPS scale. It’s an opportunity to turn neutral customers who may be vulnerable to competitive offerings into loyal enthusiasts who will keep buying and referring others, fuelling growth. It may ultimately help drive even further revenue by creating customers that are helping to sell the brand itself.

And, while chatbots and automation may play a key role, they are often not able to handle the more complex support needed in the new customer journey. Conversational AI is rarely as conversational as it claims to be, and in the new customer journey, most companies are finding that a mix of automation and people-centric service is an ideal way to nurture the many new touchpoints created.

It’s no longer about trying to replace human capital with automation: it’s about orchestrating a uniquely personalised CX, and proactively engaging during the customer lifecycle to enhance the experience, and to create more long-term value.

At the moment, we’re only seeing the tip of the iceberg in terms of the power to affect the economics introduced by the new customer journey. We’ll no doubt see this evolve rapidly particularly amongst streaming companies as they use human-centric connections in CX to support the full potential of customer lifetime value.

About Roger Beadle
Roger Beadle is an entrepreneur and business leader who is reinventing how customer service is delivered via the gig economy. After establishing several businesses in the contact centre industry, Roger co-founded Limitless with Megan Neale in 2016. Limitless is a gig-economy platform that addresses some of the biggest challenges faced by the contact center industry: low pay, high attrition and access to new talent. Previously, Roger and Megan helped to build one of the largest privately-owned outsourced contact center business in Europe, before selling the business to the global conglomerate Hinduja Group. Roger is an outspoken proponent of digital ethics, worker’s rights and the ‘good-gig:’ which encapsulates gig work for incremental pay versus full time work, skilled gig work, no unpaid time/downtime and zero expenses.

About Limitless
Named a Rising Star at Deloitte’s Technology Fast 50 program, Limitless is a gig customer service platform, combining crowdsourcing and AI to help global businesses address their biggest customer service challenges – rising costs, increasing attrition, variability in demand and the need for diversity. Brands like Microsoft, Unilever, Daily Mail Group and Postmates are using Limitless’ SmartCrowdTM technology to connect with their most engaged customers, and reward them for providing on-demand customer service that can flex in line with demand. Limitless is one of the world’s first global tech platforms to introduce localised platform terms to protect the rights of its gigging workers. Backed by AlbionVC, Downing Ventures and Unilever Ventures, Limitless is empowering people worldwide to earn money for providing brilliant customer service for the brands they love.

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