cx trends insights

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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Winter is Here – Customer Experience lessons from Game of Thrones

Winter is Here – Customer Experience lessons from Game of Thrones

There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...

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Customer satisfaction through the right questions

Customer satisfaction through the right questions

Metricising customer service for successful CX  

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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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The opportunity of insight

The opportunity of insight

Measurement creates knowledge. Knowledge creates...

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South African businesses can conquer the world

South African businesses can conquer the world

From the Kreepy Krauly to the CAT scan and...

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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...

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Net Promoter Score Predictor Growth

Are you maximising client feedback?

25 May 2017 – Smoke Customer Intelligence Are you maximising client feedback? Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to you.

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Net Promoter Score Predictor Growth

Post-call IVR surveys… Are you committing these four deadly sins?

25 May 2017 – Smoke Customer Intelligence Post-call IVR surveys… Are you committing these four deadly sins?  

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Net Promoter Score Predictor Growth

Insurance industry spotlight: Improving customer retention through proactive customer experience

4 October 2016 – Smoke Customer Intelligence Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of connected technologies and online comparison tools is also making it difficult for insurers to differentiate themselves.

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Net Promoter Score Predictor Growth

Tipping the customer centric culture conversion

3 October 2016 – John Dicks Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a customer centric culture  overnight, but once it does, the results are profound and positive.

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Net Promoter Score Predictor Growth

Six Voice of the Customer strategies to optimise your call centre

30 September 2016 – Guarin Coetzee Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and improving call centre performance on a number of levels. However, to get the most out of your measurement strategy and surveying tool, it must be effectively implemented, adopted and utilised over the long term.

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Net Promoter Score Predictor Growth

Shifting perspectives on customer feedback in two minutes

28 June 2016 – John Dicks Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients, obtain customer feedback and win over any prospective or lost clients.

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Net Promoter Score Predictor Growth

Five ways to analyse customer feedback to improve customer experience in your call centre

15 June 2016 – Smoke Customer Intelligence Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure performance and efficiency. First call resolution, response time, average waiting time, utilisation and attrition rate – just to name a few.

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Net Promoter Score Predictor Growth

The Lifetime Value of a Customer

29 February 2016 – Smoke Customer Intelligence The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on to them for a prolonged period of time, versus what you stand to lose if your customers churn quickly.

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Net Promoter Score Predictor Growth

Employee experience matters – a lot!

1 February 2016 – Smoke Customer Intelligence Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer Centric Blueprint where he maintains that engaging your employees in your quest for customer-centricity may seem daunting, but small steps in the right direction are exponentially better than large steps nowhere.

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