2 min read
Using HCAHPS surveys to make patients feel heard.
Smoke Customer Intelligence: 09 May 2024
Smoke CI Articles
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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
SmokeCI Announces New Leadership Appointment
Sarah Lubbe: 23 April 2024
[Johannesburg April 2024] Smoke Customer Intelligence, a leading provider of Customer Experience and Employee Engagement solutions, today announced a...
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...
2 min read
Proving The Value of CX to the C-Suite
Beverley Dormer: 19 February 2024
As a Customer Experience (CX) Manager or Officer, your role extends beyond coordinating with your internal departments, agents or service staff and...
1 min read
Insurers: Does Your Online Service Deliver a Great Customer Experience
Beverley Dormer: 12 February 2024
Insurance is an industry where emotions run high and tensions are mounted. Making simplicity and speed of service resolution are paramount. The...
1 min read
Inspiring Enhanced CX Through Rewards
Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...
1 min read
Keep Your CX Plan on Point by Refreshing Your Brand Promises
Beverley Dormer: 05 February 2024
A brand promise is so much more than just business goals or a list of value propositions, it’s a fundamental declaration of what customers can...
2 min read
Employee Engagement for Better Customer Experience
Beverley Dormer: 30 January 2024
Have you heard about Employee Engagement (EE) yet? If not, it's high time you did! It's quickly becoming the most valuable tool in your Customer...
1 min read
Best Online Customer Experience (CX) Courses For 2024!
Beverley Dormer: 22 January 2024
As we embrace the fresh start of 2024, post-Festive Holidays, it's the perfect opportunity to rejuvenate our skill set. Remember our popular list of...
1 min read
Smoke CI’s Eyerys Exceeds Performance. G2 Winter Reports 2023
Beverley Dormer: 19 December 2023
The G2 Winter reports have just hit the stands, and we could not be happier to report that Eyerys has once again been recognised with two High...
1 min read
Maximise Your Customer's Success This Festive Season
Beverley Dormer: 25 November 2023
While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction...
3 min read
Why NPS Matters
Beverley Dormer: 20 October 2023
In today's fiercely competitive business landscape, understanding and improving the customer experience is paramount.