Banking Experience,

Your Way 

 

Your experience command center built for modern banks that know trust is earned in every interaction, not just transactionswho want to hear more, see more and do more with every customer interaction.
group of people smiling banking

Why Experience Matters in Banking

This is your experience command centre, built for modern banks that know trust is earned in every interaction, not just transactions.

From branch app to contact centre, it connects feedback with customer data, turning real moments into real-time insight.

 

 Smart. Scalable. No Extra Complexity

  • Simple to use & secure to scale

  • Designed for CX leaders who want clarity, not complexity

  • Built for teams across frontline, digital and operational touchpoints.

Choose your solution.

Your solution, your way. Choose what fits, use one module or the whole suite. 

Feedback
Branch Experience Feedback

Capture real-time sentiment after teller visits or in-branch appointments via SMS or email. Triggered automatically, giving every customer a voice.

analytics
Digital Journey Feedback 

Collect feedback from mobile banking, app interactions, or online transactions to identify friction, improve UX.

User
Transactional
NPS

Link feedback to account actions, product changes, or service requests. Benchmark customer loyalty across services and regions.

warning
Root Cause & Escalations

Uncover the drivers behind low scores and activate real-time alerts, so you can fix issues before they become complaints.

 

 

Customer support
Contact Centre Feedback

Post-call voice surveys that reveal how customers feel about their agent interactions, supporting agent coaching, escalation, and service recovery.

Global Settings
Compliance & Security Fit

Stay fully aligned with data protection and governance requirements. Cloud or on-prem, multilingual, and secure by design.

real-time
Smart Touch Nudging

Send targeted follow-ups based on customer behaviour. Pesonalised through, recover, re-engage, or reward.

data report
Reporting & Dashboards

Give teams a clear, structured view of experience trends. Fully customisable, real-time, and ready to drive action.

 

Experience Insights for a Leading African Bank.

 

Transforming feedback into loyalty with clear, human insight.

A leading retail bank needed to understand the customer experience across its contact centres, branches, and digital platforms, at scale, in real time, and with enough credibility to drive real action.

 

What Smoke CI did:

  •  Rolled out a multi-touchpoint VOC programme, covering both in-branch and contact centre interactions
  • Enabled real-time feedback triggered by actual transactions
  • Consolidated data across 600 branches and 1,200 agents using Eyerys
  • Introduced root-cause analysis and automated alerts to support frontline recovery and long-term improvements

The result:

Over 90,000 customer voices captured monthly, feeding continuous service improvements, a measurable uplift in First Call Resolution, and multimillion-rand cost savings. With a single, secure platform, the bank now understands its customer experience down to an individual transaction and can act on it. 
banking coins with green plant