Customers at the Center
Smoke Customer Intelligence: 27 November 2019
Your customers are truly why you exist. Don't forget it
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Smoke Customer Intelligence: 27 November 2019
1 min read
Timing is everything
Smoke Customer Intelligence: 27 November 2019
Your circumstances are not beyond your control, be they good or bad. In the bad times, there are things you can do to change them. In the good times,...
1 min read
Hone your Craft
Smoke Customer Intelligence: 18 November 2019
It has been said that it takes 10 000 hours to become an expert at something. After a decade, the team at Smoke CI has collectively achieved more...
1 min read
The opportunity of insight
Smoke Customer Intelligence: 18 November 2019
Measurement creates knowledge. Knowledge creates insight. Insight creates opportunity. When you have the ability to listen to your customers, you...
1 min read
South African business conquering the world
Smoke Customer Intelligence: 18 November 2019
From the Kreepy Krauly to the CAT scan and Pratley's Putty, South African products have time and again proven their clout on the global stage. While...
1 min read
CX is a journey, not a destination
Smoke Customer Intelligence: 18 November 2019
Many organisations embark on a CX strategy with a future state in mind. This is of course the starting point of any successful strategy, but those...
1 min read
Reliability feeds innovation
Smoke Customer Intelligence: 18 November 2019
Innovation has become a catch phrase used by many organisations, however, often it is not translated into action or long lasting impact. The bedrock...
1 min read
Bold Vision Drives Bold Action
Smoke Customer Intelligence: 12 November 2019
Big, hairy, audacious goals are what moves Smoke CI forward. Throughout our 10 year history we have set ourselves goals, that from the outside, seem...
2 min read
Grit will get you through building customer experiences
Smoke Customer Intelligence: 08 November 2019
Building a business is not easy. Building a sustainable business even more so. It takes more than a big idea, it takes people working together,...
1 min read
We never stop Dev'ing
Smoke Customer Intelligence: 06 November 2019
In the world of software, change is both exponential and normal. Resting on ones laurels will leave you resoundingly in the dust of your competitors....
2 min read
What you need to know about using Genesys Contact Centre Surveys
Smoke Customer Intelligence: 21 October 2019
Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys...
3 min read
Uncovering your REAL customer experience
Smoke Customer Intelligence: 17 October 2019
It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...
3 min read
Decluttering your Customer Experience Strategy
Smoke Customer Intelligence: 27 August 2019
As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...
8 min read
Celebrating the Women of Smoke CI
Smoke Customer Intelligence: 07 August 2019
In 1956, 2000 South African women staged a march to the Union Buildings in protest of amendments to the Urban Areas Act. They acted against the...
2 min read
Customer satisfaction through the right questions
Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
2 min read
Highlights from the CEM Africa Summit 2017
Smoke Customer Intelligence: 27 September 2017
The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...
2 min read
Nine ways to improve customer experience in any industry
Smoke Customer Intelligence: 29 August 2017
It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...
1 min read
Smoke CI’s BEE level changes the future of small black-owned business
Smoke Customer Intelligence: 02 August 2017
Small, start-up businesses in South African face challenges on a daily basis. From finding the right partners to invest in the new business, all the...
3 min read
Who is responsible for customer experience in your company?
Smoke Customer Intelligence: 27 July 2017
After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...
2 min read
Four reasons your customer experience strategy might fail
Smoke Customer Intelligence: 21 July 2017
In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...