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2 min read

3 Practical Ways to Calculate the ROI of CX in Financial Services

Smoke Customer Intelligence: 13 March 2026

One of the most common questions CX leaders hear from executives is simple:

CX Trends & Insights Industry: Financial Services

3 min read

What NPS Data Reveals About Customer Loyalty in Short-Term Insurance

Smoke Customer Intelligence: 13 March 2026

Net Promoter Score is widely used across financial services to measure customer loyalty and advocacy. In short-term insurance, however, interpreting...

CX Trends & Insights Customer Satisfaction Strategy Industry: Financial Services

3 min read

6 CX trends impacting financial in 2026

Smoke Customer Intelligence: 13 March 2026

Customer experience has become one of the most important competitive battlegrounds in financial services.

CX Trends & Insights

1 min read

Emotion at the Front Line of Customer Experience

Smoke Customer Intelligence: 22 January 2026

As we settle into 2026, organisations have more customer feedback than ever, but most still struggle to translate that volume into real understanding.

CX Trends & Insights

2 min read

Lessons from the Grinch

Smoke Customer Intelligence: 11 December 2025

Before the year wraps up, let’s take a moment to reflect on one of Christmas’s most timeless stories, The Grinch Who Stole Christmas. Hidden between...

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1 min read

SmokeCI Announces Ruan Prinsloo as Chief Technology Officer

Smoke Customer Intelligence: 07 November 2025

[Johannesburg, November 2025] – Smoke CI, a leader in Customer Experience solutions, is pleased to announce the promotion of Ruan Prinsloo to Chief...

Smoke CI News

1 min read

From Clutter to Clarity: Your CX Spring Reset

Smoke Customer Intelligence: 01 September 2025

Spring is the season of fresh starts, a time to declutter, reset, and make space for what truly matters. While most of us focus on cleaning our homes...

CX Trends & Insights

3 min read

What the Data Really Says: 6 CX Myths South African Consumers Debunked

Smoke Customer Intelligence: 28 July 2025

Why your assumptions might be costing you loyalty, and what to do instead

2 min read

The Future of Business Growth is Smart Touch

Smoke Customer Intelligence: 22 July 2025

Businesses that thrive are those that continuously refine and optimise their customer interactions. Smart Touch is not just an automation tool - it’s...

2 min read

Listening That Works: Why CX Needs More Than Channels

Smoke Customer Intelligence: 14 July 2025

Good feedback isn’t just collected. It’s earned.

1 min read

CX for Every Customer: Reaching the Voices Digital Misses

Smoke Customer Intelligence: 09 July 2025

CX Trends & Insights

2 min read

More Than Digital: Why Channel Fit Beats Channel Flash

Smoke Customer Intelligence: 30 June 2025

Modern CX isn’t about being everywhere. It’s about being in the right place, at the right time and in the right way.

1 min read

The Superpower That Transforms Business Growth

Smoke Customer Intelligence: 25 June 2025

Every great superhero has a signature ability, their unique advantage that sets them apart. In the business world, that superpower is automation, and...

3 min read

The Feedback Fade: Why South Africans Are Going Quiet.

Smoke Customer Intelligence: 16 June 2025

And Why That Should Worry You More Than a Complaint Ever Did

1 min read

The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch.

Smoke Customer Intelligence: 10 June 2025

In every great story, there’s a hero. But sometimes, the most powerful heroes work behind the scenes quietly ensuring success, eliminating obstacles,...

2 min read

When Numbers Don’t Cut It: Why Verbatims Still Matter in CX.

Smoke Customer Intelligence: 03 June 2025

We live in the age of instant feedback. Five-star ratings. Emojis. One-click surveys. Data at scale. But when was the last time you heard something...

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