5 min read
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 approach is crucial in an industry that is often viewed with suspicion by consumers. By putting customers...
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8 min read
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
Building trust and credibility in the workplace is vital to developing strong working relationships with your colleagues. However, it can be easily...
2 min read
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
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
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
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
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...
2 min read
Smoke Customer Intelligence: 27 March 2023
Resident feedback is crucial to the success of housing associations in the UK. It helps housing associations to understand their residents’ needs,...
2 min read
Smoke Customer Intelligence: 24 March 2023
In the next part of our trend series, we explore the impact of trust and privacy on Customer Experience Management and what businesses can do to...
2 min read
Smoke Customer Intelligence: 20 March 2023
As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...
2 min read
Smoke Customer Intelligence: 17 March 2023
As part of our 11-part trend series, we take a deeper look at AI-powered CX and explore how businesses can implement this trend to enhance their...
2 min read
WHY HAVING A FRIEND IN THE WORKPLACE MATTERS Workplace friendships can have a profound impact on our overall well-being and job satisfaction....
2 min read
Smoke Customer Intelligence: 13 March 2023
The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality...
2 min read
Sarah Lubbe: 10 March 2023
As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.
2 min read
Smoke Customer Intelligence: 08 March 2023
Mobile technology has revolutionised the way businesses interact with customers. With the majority of South Africans owning a mobile phone, companies...
2 min read
Smoke Customer Intelligence: 06 March 2023
As the UK population continues to grow, the demand for affordable and quality housing has become an important issue for many people. Housing...
2 min read
Smoke Customer Intelligence: 03 March 2023
It's important to stay up-to-date with the latest customer experience (CX) trends to ensure your business stays competitive and relevant in a rapidly...
3 min read
Beverley Dormer: 02 March 2023
A sense of accomplishment at work is essential for personal growth, job satisfaction, and overall well-being. It fuels motivation, boosts...
2 min read
Smoke Customer Intelligence: 27 February 2023
In the UK, the residence journey experience is a critical aspect of housing association operations. Housing associations exist to provide affordable,...
