cx trends insights

Omnichannel CX - a trend here to stay

Omnichannel CX - a trend here to stay

Omnichannel CX has been a buzzword in the customer experience industry for years, and for good reason. In today's digital age, customers expect a...

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The ROI of Resident feedback

The ROI of Resident feedback

Resident feedback is crucial to the success of housing associations in the UK. It helps housing associations to understand their residents’ needs,...

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Privacy and Trust in CX

Privacy and Trust in CX

In the next part of our trend series, we explore the impact of trust and privacy on Customer Experience Management and what businesses can do to...

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UK Legislation driving the need for Resident Feedback

UK Legislation driving the need for Resident Feedback

As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...

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Trend of Artificial Intelligence in CX

Trend of Artificial Intelligence in CX

As part of our 11-part trend series, we take a deeper look at AI-powered CX and explore how businesses can implement this trend to enhance their...

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Digital channel vs Traditional - which is best for resident feedback?

Digital channel vs Traditional - which is best for resident feedback?

The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality...

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The trend of hyper personalisation in CX

The trend of hyper personalisation in CX

As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.

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SMS surveys are ideal for VOC  in South Africa

SMS surveys are ideal for VOC  in South Africa

Mobile technology has revolutionised the way businesses interact with customers. With the majority of South Africans owning a mobile phone, companies...

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The Resident Journey and how to understand it

The Resident Journey and how to understand it

As the UK population continues to grow, the demand for affordable and quality housing has become an important issue for many people. Housing...

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Key CX trends to keep an eye on

Key CX trends to keep an eye on

It's important to stay up-to-date with the latest customer experience (CX) trends to ensure your business stays competitive and relevant in a rapidly...

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Importance of Voice of Resident Feedback in the UK

Importance of Voice of Resident Feedback in the UK

In the UK, the residence journey experience is a critical aspect of housing association operations. Housing associations exist to provide affordable,...

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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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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...

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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....

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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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