Smoke CI Articles

Explore our content:

active

 

 
Never miss an article.

Sign Up to be notified of new publications.

Subscribe

 

CX Trends & Insights

Bayeux Tapestry Doth thou even NPS, Knave?

2 min read

Is Your Customer Experience Programme Stuck in the Dark Ages?

Digital transformation isn’t a buzzword anymore it’s an imperative. Ask yourself: Is your Customer Experience (CX) program keeping pace? As a CX...

Read More
Team meeting

1 min read

Keep Your CX Plan on Point by Refreshing Your Brand Promises

A brand promise is so much more than just business goals or a list of value propositions, it’s a fundamental declaration of what customers can...

Read More
A Man thinking at his desk.

1 min read

Best Online Customer Experience (CX) Courses For 2024!

As we embrace the fresh start of 2024, post-Festive Holidays, it's the perfect opportunity to rejuvenate our skill set. Remember our popular list of...

Read More
Why NPS matters?

3 min read

Why NPS Matters

In today's fiercely competitive business landscape, understanding and improving the customer experience is paramount.

Read More

1 min read

2022 - 2023 Global NPS Benchmarks Revealed: Where do you stand?

Our 2022-2023 Global NPS Benchmark study is now available for download. In this edition, we've thoroughly examined the NPS benchmark (the likelihood...

Read More
Explaining metrics to your boss

3 min read

Beyond Jargon: How to explain the important CX Metrics to your boss.

What does CX and EE have to do with ROI when it comes down to your NPS and CSAT scores? …. If you’ve followed that sentence, well done, but I’ve a...

Read More
Survey scale

4 min read

Survey Scale Matters

I had a teacher who was obsessed with comparing apples to apples. “You can’t compare oranges to apples”, “let's compare apples with apples”, “You...

Read More
Smoke CI Thanks You For our G2 High Performer Fall 2023 Badges

1 min read

Smoke CI’s Eyerys Receives Two High Performer Badges G2 Fall 2023.

We are so proud to have received two High Performer Badges in G2’s Fall 2023 performance index, for the sixth time running.

Read More
Email distribution methods

1 min read

Email Embedded Vs. Link Distributed Surveys.

For as long as there are devices and preferences between them, the argument for embedding the first survey question in an email versus including a...

Read More
Man climbing a ladder to illustrate keeping ahead in business

2 min read

Keeping Ahead of The Pack: The Power of Voice of Customer

In an age where the world shrinks daily, driven by technology, remote work, and seamless communication, businesses are leaping into global markets....

Read More
Voice to text

2 min read

Voice to Text Feedback | Transforming Contact Centers with AI-Powered Sentiment Analysis

Barbara Blackburn was a clerical worker and typing virtuoso, who still holds the record for typing after her death in 2008 with 212 words per minute...

Read More
Text Messaging

2 min read

Enhancing Customer Intelligence: Connecting with Your Customers via WhatsApp Surveys

In the ever-evolving world of technology, new and exciting avenues emerge for businesses to gather valuable insights through the Voice of the...

Read More
Two engaged workers helping each other

2 min read

Exploring the Impact of Employee Engagement on Business Success

Recently LinkedIn has witnessed a surge in discussions surrounding Employment Engagement, Employee Experience, Employee Satisfaction, and the concept...

Read More
NPS Score

8 min read

Benchmarking Banks - what is a good NPS score?

Everyone loves a benchmark, so we scoured the internet (and chatted to some AI) to find NPS scores for banks across the world to use as yardsticks...

Read More
Financial meeting

2 min read

Important of Customer Experience in Financial Services

In today's digital world, providing an exceptional customer experience is a key differentiator for companies in the financial services industry,...

Read More
Using emotion to connect to your customers

2 min read

Impact of emotional connections on customer loyalty

Emotional CX, also known as emotional customer experience, is the latest trend in the we are covering in our trend series. It refers to the positive...

Read More
Generation of Family

2 min read

Generational impact on Voice of the Resident Feedback

The UK is a diverse country with a range of different generations living in housing association properties. Each generation has their own set of...

Read More
blocks representing omnichannel methods of survey delivery

2 min read

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...

Read More
House balanced against money on a wooden scale

2 min read

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,...

Read More
Digital Security

2 min read

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...

Read More