3 min read
As a team leader or manager, one of your primary responsibilities is to ensure that your colleagues and staff members not only understand the organizational vision but also develop a deep sense of psychological ownership towards it. When individuals...
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2 min read
You walk into your workplace every day, fueled by a sense of purpose and passion for the company's values and vision. You believe in what the...
2 min read
Sarah Lubbe: 22 December 2021
Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers for the...
6 min read
Sarah Lubbe: 21 December 2021
It’s hardly a surprise that organisations across industries are prioritising Customer Experience (CX) as key to their strategies in the coming years....
2 min read
Smoke Customer Intelligence: 15 December 2021
Traditional Customer Experience (CX) practices have been radically disrupted over the past two years. More customers have shifted away from...
2 min read
Sarah Lubbe: 10 December 2021
2021 has been another year full of strangeness, loss, and a new way of working, living, and interacting with others. As a new COVID-19 variant rears...
2 min read
For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
2 min read
Sarah Lubbe: 23 July 2021
The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...
4 min read
Sarah Lubbe: 05 May 2021
Often, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles everything from...
2 min read
Smoke Customer Intelligence: 15 April 2021
The past year has made the world re-evaluate – not only what is important, but also how we do everything from schooling and shopping, through to the...
3 min read
Sarah Lubbe: 07 April 2021
We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...
4 min read
Andrew Cook: 05 February 2021
Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success (check out his eBook on his...
3 min read
Smoke Customer Intelligence: 26 January 2021
SMS is one of the oldest digital channels of B2C communication, with marketers tapping into its potential as early as 1999. The channel has remained...
2 min read
Smoke Customer Intelligence: 21 January 2021
The United Nations commemorates the right to education, both by enshrining the right in the Universal Declaration of Human Rights, and celebrating...
3 min read
The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
4 min read
Sarah Lubbe: 09 December 2020
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
6 min read
Sarah Lubbe: 04 December 2020
There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...
7 min read
Sarah Lubbe: 02 December 2020
The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...
4 min read
Sarah Lubbe: 27 November 2020
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
4 min read
Sarah Lubbe: 02 September 2020
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
