2 min read
Is Voice of the Agent the missing link in your CX program?
For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
Smoke CI Articles
Explore our content:
CX Trends & Insights (4)
2 min read
Operationalising customer feedback in your contact centre
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
If your agents are cherry-picking customers to survey, you have a human behaviour problem, not a technology problem.
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
CX changes from COVID-19 we should keep
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
How to overcome the obstacles facing your VOC programme
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
Conversation with Andrew Cook: Why Contact Centres Shouldn't Overreach
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
Increase response rates by 67% when using SMS as a survey channel
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
Best online CX courses to brush up on your CX skill
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
Tap into your employee's psyche to manage for success
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
Customer Experience at Arm’s Length: All About Your Intermediaries
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
Don't let the Grinch steal Christmas. A complete guide to Detractors.
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
Employee Engagement the Santa way. Why the Elves are happy at work.
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
No idea how to build a Customer Journey Map? Here are our top tips
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
The black sheep no more. B2B Customer Experience finding its place
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...
4 min read
To research or not research, that is the question
Sarah Lubbe: 19 August 2020
Betty has a product
6 min read
7 opportunities to differentiate through CX in the automotive industry
Sarah Lubbe: 20 May 2020
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
2 min read
Empathy in times of Crisis (otherwise known as giving a Damn)
Smoke Customer Intelligence: 20 April 2020
A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...
5 min read
Managing the Voice of the Customer in Times of Crisis
Smoke Customer Intelligence: 26 March 2020
We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...
3 min read
Don't look a gift horse in the mouth. Unhappy customers are a goldmine
Sarah Lubbe: 25 February 2020
Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...
2 min read
The DNA of a Survey | Whitepaper
Sarah Mackenzie: 29 January 2020
Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...