, March 26 -- What makes this report so unique and valuable is that it surveys business leaders to understand their point of view and contrasts it with that of consumers.

The 2023 results were intriguing, revealing a plateau in the number of online shoppers, a disconnect between the importance of sustainability for building customer loyalty and how much emphasis businesses actually placed on this, and the growth in the amount of research consumers put into their purchases. A key finding was that even average experiences can delight South African customers - "good" has become "good enough" - indicating that there is room for disruption in the market simply through offering an elevated customer experience (CX).

This year's report will foc...