cx trends insights

Managing the Voice of the Customer in Times of Crisis

Managing the Voice of the Customer in Times of Crisis

We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...

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Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

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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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Aligning Patient Experience with HCAHPS

Aligning Patient Experience with HCAHPS

According to a study by Deloitte, global spending...

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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...

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Smoke Customer Intelligence recognised in Gartner's Market Guide for Voice-Of-The-Customer Applications.

Smoke Customer Intelligence recognised in Gartner's Market Guide for Voice-Of-The-Customer Applications.

Smoke Customer Intelligence, a Voice of the...

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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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Net Promoter Score Predictor Growth

The opportunity of insight

18 November 2019 – Smoke Customer Intelligence Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you have the ability to understand what they want, and then create programmes that deliver exceptional experiences.

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Net Promoter Score Predictor Growth

South African business conquering the world

18 November 2019 – Smoke Customer Intelligence 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 operating from the southern tip of Africa can be challenging, the spirit and acumen within our organisations are unparalleled.

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Net Promoter Score Predictor Growth

CX is a journey, not a destination

18 November 2019 – Smoke Customer Intelligence 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 organisations that truly succeed at Customer Experience understand that the end point is an idea, not a destination, and that CX is an evolving, and continuous journey, one that you are never done with. 

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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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