An air of resignation and lowered expectation hangs over South Africa’s customer service industry, according to the fifth annual edition of the South African Customer Experience Report, out this week.

The study, produced by digital agency Rogerwilco, market research company Ovatoyou and Julia Ahlfeldt CX Consulting in partnership, is based on insights from 2,000 South African consumers, juxtaposed with a separate survey of business executives...

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