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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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CX Trailblazers Cheslyn Jacobs and Jordan Seke

2 min read

CX Trailblazers: The Role of CX in building lasting customer relationships

As a passionate Pan-Africanist, CX Expert, Change manager and customer evangelist, Jordan Seke is no stranger to understanding that what makes South...

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Grant Ansell, new CEO of Smoke Customer Intelligence

1 min read

SmokeCI Announces New Leadership Appointment

[Johannesburg April 2024] Smoke Customer Intelligence, a leading provider of Customer Experience and Employee Engagement solutions, today announced a...

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CX Trailblazers Jordan Seke and Cheslyn Jacobs

1 min read

CX Trailblazers: What it takes to build an award-winning bank.

Since its founding in February 2019, TymeBank has rapidly become one of South Africa’s best digital banking institutions. Boasting an impressive...

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Woman confused between the differences of Touchpoint vs Journey Mapping

1 min read

What's the difference between Touchpoint Mapping and Customer Journey Mapping?

You’ve probably heard these terms before, but we’ve recently heard them used interchangeably. Now some might argue that this is a mild mistake, but...

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Staff Training Sessoin

1 min read

Use CX to Create Customer-centric Training Guides for Your Teams

Customer experience (CX) recognises that customer satisfaction is pivotal in driving business innovation. With employee engagement moving from a...

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Notepad on a desktop showing FEEDBACk and various emoticons

2 min read

Enhance Customer Experience by 10X-ing Your Feedback Metrics

Are you fully harnessing the power of your feedback metrics? Each month, you encounter similar figures, but deciphering their true meaning can be...

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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...

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Professionals Having a Discussion

2 min read

Using your IVR Programme to improve interdepartmental communication.

As a business grows, communication can become more and more difficult - Sprawling locations, time zone differences, meetings and workload all become...

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Leadership discussing metrics

2 min read

Proving The Value of CX to the C-Suite

As a Customer Experience (CX) Manager or Officer, your role extends beyond coordinating with your internal departments, agents or service staff and...

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Cardboard Family under a paper umbrella

1 min read

Insurers: Does Your Online Service Deliver a Great Customer Experience

Insurance is an industry where emotions run high and tensions are mounted. Making simplicity and speed of service resolution are paramount. The...

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Happy Employee

1 min read

Inspiring Enhanced CX Through Rewards

Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...

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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...

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Team Meeting

2 min read

Employee Engagement for Better Customer Experience

Have you heard about Employee Engagement (EE) yet? If not, it's high time you did! It's quickly becoming the most valuable tool in your Customer...

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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...

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Smoke CI Eyerys 2024 Badges

1 min read

Smoke CI’s Eyerys Exceeds Performance. G2 Winter Reports 2023

The G2 Winter reports have just hit the stands, and we could not be happier to report that Eyerys has once again been recognised with two High...

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company christmas party

1 min read

Maximise Your Customer's Success This Festive Season

While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction...

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