cx trends insights

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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Operationalising customer feedback in your contact centre

Operationalising customer feedback in your contact centre

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

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If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.

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...

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CX changes from COIVD-19 we should keep

CX changes from COIVD-19 we should keep

 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...

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How to overcome the obstacles facing your VOC programme

How to overcome the obstacles facing your VOC programme

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

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In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

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

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Increase response rates by 67% when using SMS as a survey channel

Increase response rates by 67% when using SMS as a survey channel

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...

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Best online CX courses to brush up on your CX skill

Best online CX courses to brush up on your CX skill

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

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Tap into your employee's psyche to manage for success

Tap into your employee's psyche to manage for success

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...

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Customer Experience at arm’s length. It’s all about your intermediaries.

Customer Experience at arm’s length. It’s all about your intermediaries.

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

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Don't let the Grinch steal Christmas. A complete guide to Detractors.

Don't let the Grinch steal Christmas. A complete guide to Detractors.

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...

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Employee Engagement the Santa way. Why the Elves are happy at work.

Employee Engagement the Santa way. Why the Elves are happy at work.

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...

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the power to pioneer

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

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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Reliability feeds innovation

Reliability feeds innovation

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

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Bold Vision Drives Bold Action

Bold Vision Drives Bold Action

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...

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Grit will get you through building customer experiences

Grit will get you through building customer experiences

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,...

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We never stop Dev'ing

We never stop Dev'ing

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....

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Celebrating the Women of Smoke CI

Celebrating the Women of Smoke CI

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...

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