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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 than 100 000 hours of CX expertise, but everyday, we continue to challenge ourselves to be better than...
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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...
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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...
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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...
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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...
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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...
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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,...
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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....
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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...
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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...
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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...
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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...
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Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
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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...
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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...
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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
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...
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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...
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Smoke Customer Intelligence: 21 July 2017
As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new...
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Smoke Customer Intelligence: 25 May 2017
Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...
