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.

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. 

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.

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.

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.

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

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

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.

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.