cx trends insights

The DNA of a Survey | Whitepaper

The DNA of a Survey | Whitepaper

Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...

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VOC for TCF compliance

VOC for TCF compliance

  For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...

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Aligning Patient Experience with HCAHPS

Aligning Patient Experience with HCAHPS

According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...

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The one resolution every CX manager should make (and keep)

The one resolution every CX manager should make (and keep)

It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...

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Uncovering your REAL customer experience

Uncovering your REAL customer experience

It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...

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Decluttering your Customer Experience Strategy

Decluttering your Customer Experience Strategy

As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...

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Winter is Here – Customer Experience lessons from Game of Thrones

Winter is Here – Customer Experience lessons from Game of Thrones

There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...

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Customer satisfaction through the right questions

Customer satisfaction through the right questions

Metricising customer service for successful CX  

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Customers at the Center

Customers at the Center

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

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Timing is everything

Timing is everything

Your circumstances are not beyond your control,...

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Hone your Craft

Hone your Craft

It has been said that it takes 10 000 hours to...

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The opportunity of insight

The opportunity of insight

Measurement creates knowledge. Knowledge creates...

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South African businesses can conquer the world

South African businesses can conquer the world

From the Kreepy Krauly to the CAT scan and...

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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...

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Net Promoter Score Predictor Growth

Reliability feeds innovation

18 November 2019 – Smoke Customer Intelligence Innovation has become a catch phrase used by many organisations, however, often it is not translated into action or long lasting impact. The bedrock of innovation is creating a reliable and stable base from which technology can be invented and employees can create the future with certainty

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Net Promoter Score Predictor Growth

Bold Vision Drives Bold Action

12 November 2019 – Smoke Customer Intelligence 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 impossible to achieve. This ethos has enabled our growth and inspired us to create client solutions beyond expectation.

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Net Promoter Score Predictor Growth

Grit will get you through

8 November 2019 – Smoke Customer Intelligence 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, applying diverse talents consistently over time.

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Net Promoter Score Predictor Growth

We never stop Dev'ing

6 November 2019 – Smoke Customer Intelligence 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. Building a functionally excellent VOC platform means continuous technical development is in our DNA.

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Net Promoter Score Predictor Growth

What you need to know about using Eyerys within Genesys

21 October 2019 – Smoke Customer Intelligence Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys network, we have come across some common questions about our solution. We sat with our solution guru's, and here is what they had to say.

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Net Promoter Score Predictor Growth

Uncovering your REAL customer experience

17 October 2019 – Smoke Customer Intelligence It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain loyal if the experience they have with your organisation is positive and creates a sense of satisfaction. There are numerous ways to measure and metricise Customer Experience, but often it is difficult to choose between them, or even figure out if your organisation needs them. 

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Net Promoter Score Predictor Growth

Decluttering your Customer Experience Strategy

27 August 2019 – Smoke Customer Intelligence As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason for this. Although we do not hibernate in winter months, the decrease in sunlit hours triggers the release of melatonin in our brains, which is the hormone that causes sleepiness. We literally do not have the energy to tackle cleaning. However, as Spring brings longer days, we have more energy, and we are wired to want to start the season afresh. Historically, winter left homes covered in soot from fires, triggering the need to wash the grit off the walls once the blossoms opened in the garden. As CX managers, you may not have soot on the walls, but the urge to start anew may still grip you. Here are some of our top areas to focus on when wanting to declutter your customer experience strategy.

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Net Promoter Score Predictor Growth

Celebrating the Women of Smoke CI

7 August 2019 – Smoke Customer Intelligence 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 proposed bill while showing unity and strength. The demonstration also forever added the phrase “When you have touched the woman, you have touched a rock” to our local lexicon. Sixty-three years later, we commemorate this day of action and continue to celebrate the strong, passionate and vibrant women of South Africa.

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Net Promoter Score Predictor Growth

Winter is Here – Customer Experience lessons from Game of Thrones

11 April 2019 – Andrew Cook There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated, theorised or anticipated. Game of Thrones (GoT) season 8 debuts on the 14th April, and is sure to be full of plot twists, unexpected deaths and victories, sweeping filmography, and of course untold scheming. While the fantasy series is wholly entertaining (if a tad violent and morally questionable), there are interesting lessons to draw from the characters when it comes to customer experience.

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