Smoke Customer Intelligence

2 min read

Using IVR to Future-Proof Your Insurance Offering.

Smoke Customer Intelligence: 28 May 2024

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

1 min read

SmokeCI Announces Sarah Lubbe as Chief Revenue Officer

Smoke Customer Intelligence: 20 May 2024

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

2 min read

Using HCAHPS surveys to make patients feel heard.

Smoke Customer Intelligence: 09 May 2024

1 min read

Is Sentiment Analysis Important for Housing Associations?

Smoke Customer Intelligence: 02 May 2024

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

1 min read

Tailoring your CX Experience.

Smoke Customer Intelligence: 25 April 2024

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...

2 min read

CX Trailblazers: Building Lasting Customer Relationships Through CX

Smoke Customer Intelligence: 23 April 2024

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

1 min read

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

Smoke Customer Intelligence: 18 April 2024

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

1 min read

Touchpoint Mapping vs Customer Journey Mapping: What’s the Difference?

Smoke Customer Intelligence: 18 April 2024

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...

1 min read

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

Smoke Customer Intelligence: 11 April 2024

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

2 min read

Enhance Customer Experience by 10X-ing Your Feedback Metrics

Smoke Customer Intelligence: 03 April 2024

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

2 min read

Is Your Customer Experience Programme Stuck in the Dark Ages?

Smoke Customer Intelligence: 27 March 2024

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

2 min read

Using your IVR Programme to improve interdepartmental communication.

Smoke Customer Intelligence: 20 March 2024

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

5 min read

Use your Voice of the Customer programme to meet TCF requirements

Smoke Customer Intelligence: 08 May 2023

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

8 min read

Benchmarking Banks - what is a good NPS score?

Smoke Customer Intelligence: 02 May 2023

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...

2 min read

Important of Customer Experience in Financial Services

Smoke Customer Intelligence: 24 April 2023

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

2 min read

Impact of emotional connections on customer loyalty

Smoke Customer Intelligence: 21 April 2023

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...

3 min read

Proactive customer service used to drive CX

Smoke Customer Intelligence: 14 April 2023

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

2 min read

Generational impact on Voice of the Resident Feedback

Smoke Customer Intelligence: 03 April 2023

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

2 min read

Omnichannel CX - a trend here to stay

Smoke Customer Intelligence: 31 March 2023

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...