Smoke Customer Intelligence

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 customer base of nearly nine million and achieving profitability within an unprecedented five-year...

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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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Use your Voice of the Customer programme to meet TCF requirements

5 min read

Use your Voice of the Customer programme to meet TCF requirements

Treating Customers Fairly (TCF) is a regulatory approach that requires financial institutions to deliver fair outcomes to their customers. This...

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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...

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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,...

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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...

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Manager being proactive with their staff

3 min read

Proactive customer service used to drive CX

In the world of customer experience, businesses are constantly seeking ways to improve the interactions they have with their customers. A trend that...

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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...

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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...

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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,...

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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...

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Gavel and scales with law books

2 min read

UK Legislation driving the need for Resident Feedback

As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...

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AI robot typing on keyboard

2 min read

Trend of Artificial Intelligence in CX

As part of our 11-part trend series, we take a deeper look at AI-powered CX and explore how businesses can implement this trend to enhance their...

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Traditional Vs. Digital Survey?

2 min read

Digital channel vs Traditional - which is best for resident feedback?

The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality...

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Phone signal towers

2 min read

SMS surveys are ideal for VOC  in South Africa

Mobile technology has revolutionised the way businesses interact with customers. With the majority of South Africans owning a mobile phone, companies...

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People moving house

2 min read

The Resident Journey and how to understand it

As the UK population continues to grow, the demand for affordable and quality housing has become an important issue for many people. Housing...

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