African Excellence Awards 2026 Hisense South Africa has been recognized with the Excellence Award for Service of the Year at the 2026 African Excellence Awards, marking an important milestone as the company celebrates 30 years in South Africa. For three decades, Hisense has grown alongside South African consumers and communities. Throughout this journey, the company has continued to translate its customer-centric service strategy into local practice, building service capabilities around the needs and expectations of South African consumers. The recognition reflects Hisense South Africa’s long-term commitment to service excellence — not only by improving efficiency, but by continuously enhancing the customer experience through professional, personalized and differentiated service. For Hisense, the delivery of a product is not the end of service. It is the beginning of a relationship with the customer. 30 Years of Putting Customers at the Centre Since establishing its presence in South Africa in 1996, Hisense has continued to strengthen its local capabilities across manufacturing, sales, marketing and after-sales service. Over time, its service strategy has evolved around a simple principle: put the customer at the centre of every decision. From locally based customer contact operations and multilingual support to a nationwide service network, technical teams, spare-parts support and local talent development, Hisense has worked to ensure that its global customer-centric strategy is translated into meaningful experiences for local consumers. Thirty years of serving South African households have also reinforced an important understanding: great service is not simply about being available when something goes wrong. It is about understanding what customers need throughout the entire ownership journey. That means listening to customers, learning from their experiences and using those insights to continuously improve the way service is delivered. Moving from Service Efficiency to Customer Experience Efficiency remains fundamental to service excellence. Hisense South Africa continues to focus on faster response, shorter repair turnaround times, more effective problem resolution, stronger technical capability and easier access to support. But as service efficiency improves, the company is placing even greater emphasis on the quality of the experience itself. Every customer is different. Every household is different. And every service situation may require a different solution. A one-size-fits-all approach is therefore no longer enough. Across installation, product guidance, troubleshooting, repairs, spare-parts support and follow-up care, Hisense is developing increasingly professional, personalized and differentiated service delivery for different customer journeys and usage scenarios. Some customers need speed. Others need clearer guidance. Some situations require immediate technical expertise, while others require more communication, patience and follow-up. True professionalism is not simply the ability to repair a product. It is the ability to understand what a particular customer needs in a particular situation — and to respond in the right way. Hisense aims to deliver the right service, at the right time, in the right way. Service efficiency answers the question, “How fast?” Customer experience asks, “How well?” Hisense South Africa is committed to improving both. Technology That Helps Hisense Understand Customers Better Technology is playing an increasingly important role in this transformation. Hisense South Africa continues to strengthen its digital service capabilities while using artificial intelligence, customer analytics and Agentic AI to better understand customer interactions, identify recurring service pain points and turn customer feedback into improvement actions. The approach follows a continuous cycle: Listen > Understand > Act > Measure > Improve AI enables Hisense to listen to the voice of the customer at greater scale, identify patterns and understand where service experiences can be improved. Digital and AI-enabled capabilities are also supporting greater accessibility, including the development of 24/7 customer support, helping consumers access product guidance, troubleshoot common issues and initiate service requests when they need assistance. But for Hisense, technology is not intended to replace human service. Technology brings speed, accessibility and scale. People bring expertise, empathy and care. The real opportunity lies in bringing the two together. Best Corporate Social Responsibility Initiative 2026 – South Africa & Corporate Community Impact Excellence Award 2026 – South Africa 30 Years in South Africa: Hisense Recognized for Service Excellence at the 2026 African Excellence Awards
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