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2 min read

How to design an effective customer feedback survey

Creating surveys that yields valuable insights is a crucial skill for Customer Experience (CX) managers and professionals. Effective surveys can help you understand customer needs, gauge satisfaction, and identify areas for improvement. This article...

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How to Make Your Business Value and Act on CX Data - Woman presenting to colleagues

1 min read

How to Make Your Business Value and Act on CX Data

Voice of the Customer (VoC) data is often dismissed as 'fluffy stuff'—seen merely as a nice-to-have rather than a necessity. Sarah Lubbe, CRO for...

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1 min read

10 Steps to Mastering Customer Experience

Customer Experience (CX) has become a pivotal aspect of business success. With consumers having more choices than ever, delivering an outstanding...

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All the news from the past quarter featuring Grant Ansell

1 min read

All The Highlights From Q2 at Smoke Customer Intelligence

As we wrap up this quarter, I’m excited to share some of the highlights and achievements that have marked a truly remarkable period for Smoke...

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Unpack the HCAHPS survey and enhance healthcare quality.

3 min read

Understanding the HCAHPS Survey for Health Care Providers.

Since 2017, the South African Government implemented Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) surveys within...

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How To Choose the Right CX Vendor For Your Business - Pros and Cons list

1 min read

How To Choose the Right CX Vendor For Your Business

Selecting the right customer experience (CX) vendor is crucial for achieving your business goals. Sarah Lubbe, CRO for Smoke Customer Intelligence,...

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Enhance tenant satisfaction with timely, quality repairs. Learn to leverage feedback and maintain high standards in housing management.

2 min read

Level Up Your Housing Maintenance By Asking The Right Questions

In our previous article, we discuss how you can create engagement at various touch points throughout your tenants journey. Today, we're discussing...

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Team of VOC managers discussing improvement

2 min read

Transform Your Business with Continuous VoC Insights: A Step-by-Step Guide

At Smoke Customer Intelligence, we believe that continuous improvement is key to maintaining a competitive edge in today's market. Leveraging Voice...

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Tips for Optimising Engagement Throughout Your Tenants Journey - Image of two people packing boxes for a move

2 min read

Tips for Optimising Engagement Throughout Your Tenant Journey

As social housing managers, understanding and adapting to your tenants' evolving needs is crucial. The dynamics of their lives – from job changes and...

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Patients use your voice: Using the HCAHPS surveys to make yourself heard.

2 min read

Patients use your voice: Using the HCAHPS surveys to make yourself heard.

It’s no secret that the cost of healthcare in South Africa is bordering on excessive in South Africa, and when you or a loved one are critically ill...

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Building Safer Communities: Taking on Anti-Social Behaviour

1 min read

Building Safer Communities: Taking on Anti-Social Behaviour

Safety and harmony are vital for building a community and as housing managers, you are not just overseeing properties; you're nurturing these...

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Enhancing Customer Engagement: Key Tips for Your IVR Strategy

2 min read

Enhancing Customer Engagement: Key Tips for Your IVR Strategy

In customer service, Interactive Voice Response (IVR) systems are important for good customer service. If you're in charge of customer experience or...

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Keeping Communication Flowing for Housing Officers and Tenants Like a Wizard

2 min read

Keeping Communication Flowing for Housing Officers and Tenants Like a Wizard

Imagine how different Harry Potter’s journey would’ve been if as early as book one he’d asked Professor Dumbledore about the time turner? Nip back in...

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2 min read

Using IVR to Future-Proof Your Insurance Offering.

The insurance industry stands at the forefront of a digital revolution, with emerging technologies like Bitcoin, artificial intelligence (AI),...

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1 min read

SmokeCI Announces Sarah Lubbe as Chief Revenue Officer

[Johannesburg, May 2024] – SmokeCI, a leader in Customer Experience solutions, is delighted to announce the promotion of Sarah Lubbe to Chief Revenue...

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Contact Centre workers

3 min read

Unlocking Success: The Benefits of IVR in Contact Centres

Discover the power of IVR in enhancing customer experience and streamlining operations in contact centres.

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Row of narrow houses

1 min read

Is Sentiment Analysis Important for Housing Associations?

Antisocial behaviour in council or any housing association can significantly impact residents' quality of life. It's not just a matter of comfort;...

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Sewing machine foot and tape measure to illustrate

1 min read

Tailoring your CX Experience.

No two businesses are identical. Just like a pair of denim jeans - they might look similar and be called jeans, but each pair has subtle differences...

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