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

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

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...

 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...

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

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

SMS is one of the oldest digital channels of B2C communication, with marketers tapping into its potential as early as 1999. The channel has remained...

 The United Nations commemorates the right to education, both by enshrining the right in the Universal Declaration of Human Rights, and celebrating...

The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...

There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...

The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...

Customer Experience lessons from Virgin Group  

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

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

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

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

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

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,...

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...

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

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...

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...

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

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...

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,...

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....

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...