Smoke CI Articles

Explore our content:

active

 

 
Never miss an article.

Sign Up to be notified of new publications.

Subscribe

 

Business person on the line with a client

2 min read

Understanding the words customer share

Customer feedback has become hugely popular over the last two decades. Thanks to its ease of implementation, quantitative research is a popular feedback mechanism. However, relying solely on this form of feedback means that customers are limited to...

Read More
Person looking questionably at a gift

3 min read

Don't look a gift horse in the mouth. Unhappy customers are a goldmine

Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...

Read More
DNA of a Survey

2 min read

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...

Read More
Lady justice with her scales, gavel and law book in the background

2 min read

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...

Read More
Doctor putting on gloves with care.

3 min read

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...

Read More
Woman working on her laptop while exercising

2 min read

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;...

Read More
Gartner Company Logo on a cellphone

2 min read

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...

Read More
Customers at heart

Customers at the Center

Your customers are truly why you exist. Don't forget it

Read More
Clock on a beach of sand

1 min read

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,...

Read More
Hone your craft

1 min read

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...

Read More
Insight

1 min read

The opportunity of insight

Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you...

Read More
RSA taking over the world

1 min read

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...

Read More
Road with Frame concept - CX is a Journey, not a destination.

1 min read

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...

Read More
Innovate to improve service

1 min read

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...

Read More
Professionals strategising

1 min read

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...

Read More
Determined man pushing a boulder up hill

2 min read

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,...

Read More
Developer working at laptop

1 min read

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....

Read More
Genesys Contact Centre Agent

2 min read

What you need to know about using Genesys Contact Centre Surveys

Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys...

Read More
CX professionals having a meeting

3 min read

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...

Read More
Spring Cleaning Your CX

3 min read

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...

Read More