Named Best CX Team of the Year, this award acknowledges organisations that have leveraged strategy and technology to provide exceptional customer experiences, and which are pioneering a new era of customer-centric excellence, according to the duo.

Brandon Meszaros, CEO of Customer Experience Group, a member of DSG, says, "Being recognised as the Best Customer Experience Team for 2024 for their omni-channel support of the internal and external touchpoints of the Nando's brand across the EMEA region is an immense honour."

"Having worked with Nando's for the past 24 years, I personally remain proud of our team; we remain hyper-focussed on supporting Nando's engagements and interactions and are cognisant our critical role plays in nurturing customer relationships and lifetime value," adds Meszaros.

"Technically, CXG and the Nando's team leverage an intelligent omni-channel stack that enhances superior experiences, and focuses on service and delivery categories personalisation. It's all managed with a partner-based focus that delivers sales order conversions at 70%, significant average basket values, with the partnership yielding close to R1.8-billion in sales," Meszaros says. 

"Business intelligence continues to support an extensive set of integrated dashboards, underpinned by reporting and insights generated by Power BI and Excel-based process hybrid, effectively delivering Nando's specific, deep domain insights and actionable intelligence," Meszaros adds.

Daryl Shapiro, Nando's head of customer care, says, "People love their Nando's, and they also love customer service that's on point, on time, and on brand. When Nando's customers interact with our team, they're generally hungry to start with — and it's our job to ensure that they don't get 'hangry'."

"I am proud of our team that manage first-to-last mile engagements and conversations, servicing a significant quantum of interactions per month, all geared to supporting superior customer experiences, Nando's brand authenticity and a seamless connection," adds Shapiro.

"The CXG and Nando's team remain a force for social good and is playing in a significant part in addressing South Africa's systemic unemployment challenge. In partnership with the Maharishi Invincibility Institute — South Africa's first virtually fee-free conscious based education university — our 'learn and earn' model enables students to earn, learning and gain value work experience that supports future employment," Meszaros says. 

"We are proud of our of our ongoing approach that creates meaningful experience that changes lives," concludes Meszaros. 

For more information, visit www.dsg.co.za. You can also follow DSG on Facebook, LinkedIn, or on X. 

*Image courtesy of contributor