2 min read
Why Customer Experience Is More Than “Just Important”
Sarah Lubbe: 17 July 2024
Smoke CI Articles
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CX Trends & Insights
2 min read
Patients use your voice: Using the HCAHPS surveys to make yourself heard.
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Smoke Customer Intelligence: 25 June 2024
It’s no secret that the cost of healthcare in South Africa is bordering on excessive in South Africa, and when you or a loved one are critically ill...
1 min read
Building Safer Communities: Taking on Anti-Social Behaviour
Smoke Customer Intelligence: 18 June 2024
Safety and harmony are vital for building a community and as housing managers, you are not just overseeing properties; you're nurturing these...
2 min read
Keeping Communication Flowing for Housing Officers and Tenants Like a Wizard
Smoke Customer Intelligence: 04 June 2024
Imagine how different Harry Potter’s journey would’ve been if as early as book one he’d asked Professor Dumbledore about the time turner? Nip back in...
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...
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...
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...
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.
1 min read
2022 - 2023 Global NPS Benchmarks Revealed: Where do you stand?
Beverley Dormer: 09 October 2023
Our 2022-2023 Global NPS Benchmark study is now available for download. In this edition, we've thoroughly examined the NPS benchmark (the likelihood...
3 min read
Beyond Jargon: How to explain the important CX Metrics to your boss.
Beverley Dormer: 02 October 2023
What does CX and EE have to do with ROI when it comes down to your NPS and CSAT scores? …. If you’ve followed that sentence, well done, but I’ve a...
4 min read
Survey Scale Matters
Beverley Dormer: 18 September 2023
I had a teacher who was obsessed with comparing apples to apples. “You can’t compare oranges to apples”, “let's compare apples with apples”, “You...
1 min read
Smoke CI’s Eyerys Receives Two High Performer Badges G2 Fall 2023.
Beverley Dormer: 15 September 2023
We are so proud to have received two High Performer Badges in G2’s Fall 2023 performance index, for the sixth time running.
1 min read
Email Embedded Vs. Link Distributed Surveys.
Beverley Dormer: 11 September 2023
For as long as there are devices and preferences between them, the argument for embedding the first survey question in an email versus including a...
2 min read
Keeping Ahead of The Pack: The Power of Voice of Customer
Beverley Dormer: 28 August 2023
In an age where the world shrinks daily, driven by technology, remote work, and seamless communication, businesses are leaping into global markets....
2 min read
Voice to Text Feedback | Transforming Contact Centers with AI-Powered Sentiment Analysis
Beverley Dormer: 21 August 2023
Barbara Blackburn was a clerical worker and typing virtuoso, who still holds the record for typing after her death in 2008 with 212 words per minute...
2 min read
Enhancing Customer Intelligence: Connecting with Your Customers via WhatsApp Surveys
Beverley Dormer: 15 August 2023
In the ever-evolving world of technology, new and exciting avenues emerge for businesses to gather valuable insights through the Voice of the...
2 min read
Exploring the Impact of Employee Engagement on Business Success
Beverley Dormer: 31 July 2023
Recently LinkedIn has witnessed a surge in discussions surrounding Employment Engagement, Employee Experience, Employee Satisfaction, and the concept...
8 min read
Benchmarking Banks - what is a good NPS score?
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
Important of Customer Experience in Financial Services
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,...