cx trends insights

Eyerys Named a High Performer in the Winter 2023 by Real Users on G2

Eyerys Named a High Performer in the Winter 2023 by Real Users on G2

Smoke Customer Intelligence today announced Eyerys has achieved High Performer and High Performer Enterprise by G2, the world’s largest and most...

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Developing and Sustaining a Successful Employee Engagement Plan

Developing and Sustaining a Successful Employee Engagement Plan

Providing a premium customer experience is only possible when delivered by an engaged, client-centric workforce. According to Kevin Kruse (CEO of...

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Contact Centre Benchmark – Voice of the Customer Metrics

Contact Centre Benchmark – Voice of the Customer Metrics

Smoke Customer Intelligence has released our annual contact centre benchmark study, which focuses on customer satisfaction metrics across industries....

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Gathering Omni-Channel Feedback – What Response Rates Can You Expect?

Gathering Omni-Channel Feedback – What Response Rates Can You Expect?

Providing customers with an omni-channel experience is important for optimising the customer interactions and increasing the accuracy and depth of...

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Seven Voice of The Customer Channels for Collecting Customer Feedback

Seven Voice of The Customer Channels for Collecting Customer Feedback

In today’s highly competitive market, companies cannot afford not to have an informed Customer Experience (CX) strategy backed by a strong Voice of...

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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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Developing and Sustaining a Successful Employee Engagement Plan

Developing and Sustaining a Successful Employee Engagement Plan

Providing a premium customer experience is only possible when delivered by an engaged, client-centric workforce. According to Kevin Kruse (CEO of...

Read More »
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

Eyerys Named a High Performer in the Winter 2023 by Real Users on G2

Eyerys Named a High Performer in the Winter 2023 by Real Users on G2

Smoke Customer Intelligence today announced Eyerys has achieved High Performer and High Performer Enterprise by G2, the world’s largest and most...

Read More »
Smoke Customer Intelligence announces HIPAA Compliance

Smoke Customer Intelligence announces HIPAA Compliance

Smoke Customer Intelligence, a Voice of the Customer software provider, today announced Health Insurance Portability and Accountability Act (HIPAA)...

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Contact Centre Benchmark – Voice of the Customer Metrics

Contact Centre Benchmark – Voice of the Customer Metrics

Smoke Customer Intelligence has released our annual contact centre benchmark study, which focuses on customer satisfaction metrics across industries....

Read More »
Smoke Customer Intelligence attains B-BBEE Level 1 rating

Smoke Customer Intelligence attains B-BBEE Level 1 rating

Smoke Customer Intelligence is proud to announce that we have achieved a B-BBEE (Broad-Based Black Economic Empowerment) Level 1 status. This...

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Smoke Customer Intelligence announces ISO 27001 certification

Smoke Customer Intelligence announces ISO 27001 certification

Smoke Customer Intelligence, a Voice of the Customer software provider, has received ISO 27001 certification. The certification validates Smoke CI’s...

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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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