cx trends insights

Best practice tips for Avaya contact centre surveys

Best practice tips for Avaya contact centre surveys

For any organisation, the contact centre is often the single biggest customer touchpoint. Being the voice of an organisation means that the contact...

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Four Customer Experience Lessons from Star Wars

Four Customer Experience Lessons from Star Wars

A long time ago in a galaxy far, far away… a space opera about humans, aliens, and droids engaged in an interplanetary war captivated, and continues...

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4 Key CX Stats you need to know for 2022

4 Key CX Stats you need to know for 2022

Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers for the...

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CX in financial services (and what you should be doing)

CX in financial services (and what you should be doing)

It’s hardly a surprise that organisations across industry’s are prioritising Customer Experience (CX) as key to their strategies in the coming years....

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Four Customer Experience trends to keep an eye on in 2022

Four Customer Experience trends to keep an eye on in 2022

Traditional Customer Experience (CX) practices have been radically disrupted over the past two years. More customers have shifted away from...

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Five Customer Experience lessons learnt during 2021

Five Customer Experience lessons learnt during 2021

2021 has been another year full of strangeness, loss, and a new way of working, living, and interacting with others. As a new COVID-19 variant rears...

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Is Voice of the Agent the missing link in your CX program?

Is Voice of the Agent the missing link in your CX program?

For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...

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Operationalising customer feedback in your contact centre

Operationalising customer feedback in your contact centre

The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...

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If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

Often, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles everything from...

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CX changes from COVID-19 we should keep

CX changes from COVID-19 we should keep

The past year has made the world re-evaluate – not only what is important, but also how we do everything from schooling and shopping, through to the...

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How to overcome the obstacles facing your VOC programme

How to overcome the obstacles facing your VOC programme

We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...

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In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success (check out his eBook on his...

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the power to pioneer

Screw it, Lets do it

Screw it, Lets do it

Customer Experience lessons from Virgin Group  

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Learn from McDonald’s success when it comes to customer experience

Learn from McDonald’s success when it comes to customer experience

There was a stage when McDonald’s clients’ satisfaction was on the decline. After two consecutive years of weakening scores, they focused on customer...

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What’s your customer care strategy? Follow Mr Lawn’s example!

What’s your customer care strategy? Follow Mr Lawn’s example!

Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...

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Customer satisfaction wars

Customer satisfaction wars

Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...

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smoke ci news

Smoke Customer Intelligence recognised in Gartner's for VOC Apps

Smoke Customer Intelligence recognised in Gartner's for VOC Apps

Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for...

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Customers at the Center

Customers at the Center

Your customers are truly why you exist. Don't forget it

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Timing is everything

Timing is everything

Your circumstances are not beyond your control, be they good or bad. In the bad times, there are things you can do to change them. In the good times,...

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Hone your Craft

Hone your Craft

It has been said that it takes 10 000 hours to become an expert at something. After a decade, the team at Smoke CI has collectively achieved more...

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The opportunity of insight

The opportunity of insight

Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you...

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South African business conquering the world

South African business conquering the world

From the Kreepy Krauly to the CAT scan and Pratley's Putty,  South African products have time and again proven their clout on the global stage. While...

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CX is a journey, not a destination

CX is a journey, not a destination

Many organisations embark on a CX strategy with a future state in mind. This is of course the starting point of any successful strategy, but those...

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Reliability feeds innovation

Reliability feeds innovation

Innovation has become a catch phrase used by many organisations, however, often it is not translated into action or long lasting impact. The bedrock...

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Bold Vision Drives Bold Action

Bold Vision Drives Bold Action

Big, hairy, audacious goals are what moves Smoke CI forward. Throughout our 10 year history we have set ourselves goals, that from the outside, seem...

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Grit will get you through building customer experiences

Grit will get you through building customer experiences

Building a business is not easy. Building a sustainable business even more so. It takes more than a big idea, it takes people working together,...

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We never stop Dev'ing

We never stop Dev'ing

In the world of software, change is both exponential and normal. Resting on ones laurels will leave you resoundingly in the dust of your competitors....

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Celebrating the Women of Smoke CI

Celebrating the Women of Smoke CI

In 1956, 2000 South African women staged a march to the Union Buildings in protest of amendments to the Urban Areas Act. They acted against the...

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