News and Insight from ALFA
Vivo Energy Appoints ALFA Connect Group as Customer Experience Partner.
ALFA Connect Group is proud to announce its appointment by Vivo Energy as its official Customer Experience (CX) partner across nine African markets, supporting the company’s Engen Branded Sites to deliver exceptional customer experiences across its retail, fuel and convenience network.
Under the new partnership, ALFA Connect Group will deploy its AI-powered CX technology and professional services to capture and transform feedback into actionable insight. With operations spanning some of the most dynamic fuel and convenience retail environments in Africa, Vivo Energy’s investment into a holistic CX programme for its Engen-branded sites marks a significant step in enhancing customer satisfaction, loyalty, and long-term brand growth.
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Click below to read the full press release
Standout from the crowd: ALFA's Three Keys to Success in the QSR Industry
​Executive Summary
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The Quick Service Restaurant (QSR) industry is navigating a difficult landscape. Rising labour fees and increasing food prices are driving up costs, making it harder than ever to balance operational efficiency with customer satisfaction.
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​In this competitive environment, success hinges on delivering value that goes beyond the products you serve. Customers no longer just want just a meal; they crave experiences that leave a lasting impression and foster emotional connections.
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10 Truths of a good CX Programme, and why they matter
10 truths of a good Customer Experience Programme and why they matter
1. Customer Experience is everyone’s responsibility
Truth: Customer Experience is not confined to customer service teams. Every department, from marketing to operations and leadership influences the customer experience.
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Why It Matters: Companies that embed customer-centric thinking across the entire organisation create seamless experiences that drive loyalty.
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Artificial and Real Intelligence: Getting the Balance Right in CX
​Executive Summary
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Artificial Intelligence is already reshaping Customer Experience, but insight only delivers value when it leads to action. At ALFA Connect Group, AI is embedded at the core of our CX technology to connect signals across the entire customer and colleague journey, providing a real time view of experience.
AI enables scale, speed and prediction, reducing noise and surfacing what truly matters. Real Intelligence provided by qualified researchers and analysts ensures insight is grounded, contextual and actionable.
By combining Artificial and Real Intelligence with professional services, ALFA turns experience insight into confident decisions, meaningful change and measurable outcomes.
AI is not the strategy. Better decisions, better experiences and better outcomes are.
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