Smoke CI Articles

2 min read

More Than Digital: Why Channel Fit Beats Channel Flash

Smoke Customer Intelligence: 30 June 2025

Modern CX isn’t about being everywhere. It’s about being in the right place, at the right time and in the right way.

1 min read

The Superpower That Transforms Business Growth

Smoke Customer Intelligence: 25 June 2025

Every great superhero has a signature ability, their unique advantage that sets them apart. In the business world, that superpower is automation, and...

3 min read

The Feedback Fade: Why South Africans Are Going Quiet.

Smoke Customer Intelligence: 16 June 2025

And Why That Should Worry You More Than a Complaint Ever Did

1 min read

The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch.

Smoke Customer Intelligence: 10 June 2025

In every great story, there’s a hero. But sometimes, the most powerful heroes work behind the scenes quietly ensuring success, eliminating obstacles,...

2 min read

When Numbers Don’t Cut It: Why Verbatims Still Matter in CX.

Smoke Customer Intelligence: 03 June 2025

We live in the age of instant feedback. Five-star ratings. Emojis. One-click surveys. Data at scale. But when was the last time you heard something...

2 min read

Designing for Dignity: Why South Africans Value Empathy Over Speed.

Smoke Customer Intelligence: 26 May 2025

Customer experience isn’t just about what gets done. It’s about how it feels while it’s happening.

2 min read

Automation is Your Business’s Superpower.

Smoke Customer Intelligence: 20 May 2025

How Smart Touch Enhances Efficiency

2 min read

CX is Local, Here’s why that matters.

Smoke Customer Intelligence: 12 May 2025

You fixed the issue. You answered the call. You followed the process.

3 min read

7 Reasons to Add Telephonic Interviews into Your CX Programme.

Smoke Customer Intelligence: 05 May 2025

In customer experience today, “listening” has become synonymous with “measuring.”

2 min read

The Cost of Poor Feedback Management: Why VOC Matters

Smoke Customer Intelligence: 22 April 2025

Effective feedback management is the cornerstone of exceptional customer experience (CX). When businesses neglect structured feedback collection and...

3 min read

What the Easter Bunny Can Teach Us About Customer Experience

Smoke Customer Intelligence: 17 April 2025

When you think about great customer experience (CX), the Easter Bunny probably isn’t the first expert that comes to mind. But hear us out – there is...

2 min read

How Eyerys Reporting Helps You Drive CX Improvements

Smoke Customer Intelligence: 08 April 2025

When your customers are driven by their feelings, actionable insights are the key to retention. However, the challenge lies in transforming mountains...

2 min read

5 Questions to Ask Before Partnering with a Customer Experience Provider

Smoke Customer Intelligence: 31 March 2025

Choosing the right Customer Experience (CX) partner is a critical decision that can shape your organisation’s ability to deliver exceptional customer...

1 min read

Don’t Rely on Luck: Tips to Improve Your CX Journey

Smoke Customer Intelligence: 17 March 2025

While St. Patrick’s Day might be all about shamrocks, luck, and green, when it comes to customer experience (CX), relying on luck is not a strategy...

2 min read

Operationalising Feedback in Your VOC Contact Centre

Smoke Customer Intelligence: 24 February 2025

1 min read

Best Practices for Engagement in Employee and Customer Service

Smoke Customer Intelligence: 14 February 2025

Engaged employees are at the heart of delivering exceptional customer service, particularly in contact centres. When employees feel valued, their...

1 min read

How Employee Engagement Programmes Drive Performance and Growth

Smoke Customer Intelligence: 03 February 2025

2 min read

Making the most of your hard-developed customer journey mapping and experience management.

Smoke Customer Intelligence: 07 January 2025

Not understanding your customer journey can be a little like reading a map without street names, and we don’t mean Google Maps or Waze.

2 min read

How Sentiment Analysis and AI Can Boost Your Customer Experience!

Smoke Customer Intelligence: 18 December 2024

Ever wished you could read your customers' minds? While we haven’t quite mastered telepathy yet, sentiment analysis is the next best thing!...