cx trends insights

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 here). We...

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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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Net Promoter Score Predictor Growth

What you need to know about using Eyerys within Genesys

21 October 2019 – Smoke Customer Intelligence Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys network, we have come across some common questions about our solution. We sat with our solution guru's, and here is what they had to say.

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Net Promoter Score Predictor Growth

Uncovering your REAL customer experience

17 October 2019 – Smoke Customer Intelligence It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain loyal if the experience they have with your organisation is positive and creates a sense of satisfaction. There are numerous ways to measure and metricise Customer Experience, but often it is difficult to choose between them, or even figure out if your organisation needs them. 

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Net Promoter Score Predictor Growth

Decluttering your Customer Experience Strategy

27 August 2019 – Smoke Customer Intelligence 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 for this. Although we do not hibernate in winter months, the decrease in sunlit hours triggers the release of melatonin in our brains, which is the hormone that causes sleepiness. We literally do not have the energy to tackle cleaning. However, as Spring brings longer days, we have more energy, and we are wired to want to start the season afresh. Historically, winter left homes covered in soot from fires, triggering the need to wash the grit off the walls once the blossoms opened in the garden. As CX managers, you may not have soot on the walls, but the urge to start anew may still grip you. Here are some of our top areas to focus on when wanting to declutter your customer experience strategy.

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Net Promoter Score Predictor Growth

Celebrating the Women of Smoke CI

7 August 2019 – Smoke Customer Intelligence 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 proposed bill while showing unity and strength. The demonstration also forever added the phrase “When you have touched the woman, you have touched a rock” to our local lexicon. Sixty-three years later, we commemorate this day of action and continue to celebrate the strong, passionate and vibrant women of South Africa.

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Net Promoter Score Predictor Growth

Winter is Here – Customer Experience lessons from Game of Thrones

11 April 2019 – Andrew Cook 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, theorised or anticipated. Game of Thrones (GoT) season 8 debuts on the 14th April, and is sure to be full of plot twists, unexpected deaths and victories, sweeping filmography, and of course untold scheming. While the fantasy series is wholly entertaining (if a tad violent and morally questionable), there are interesting lessons to draw from the characters when it comes to customer experience.

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Net Promoter Score Predictor Growth

Customer satisfaction through the right questions

18 January 2019 – Smoke Customer Intelligence Metricising customer service for successful CX  

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Net Promoter Score Predictor Growth

Screw it, Lets do it

25 June 2018 – Andrew Cook Customer Experience lessons from Virgin Group  

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Net Promoter Score Predictor Growth

3 Things You Need to Acquire and Retain Millennial Insurance Customers

25 May 2018 – Gustav van Pletzen Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending power. Companies in all industries from retail to insurance are now scrambling to understand and cater to this significantly different consumer.

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Highlights from the CEM Africa Summit 2017

27 September 2017 – Smoke Customer Intelligence The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of conversation with clients was exceptional, and the maturity of the South African CEM market was obvious. As a country, we are starting to push boundaries and come up with innovative solutions and approaches to customer experience.

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