--- title: Smoke CI | Customer Journey CX description: Every interaction in the customer journey should be seamless, creating a positive overall experience, whether phone, post-call, digital, or in-person. --- [Skip to the main content.](https://www.smokeci.com/customer-journey-cx#main-content) [![Smoke CI logo Dark](https://www.smokeci.com/hubfs/Smoke%20CI%20logo-Dark.svg "Smoke CI logo Dark")](https://www.smokeci.com) [![Smoke CI logo-Dark-02](https://www.smokeci.com/hubfs/Smoke%20CI%20logo-Dark-02.svg "Smoke CI logo-Dark-02")](https://www.smokeci.com) - [Our Solutions ](https://www.smokeci.com/customer-journey-cx#) - [ Contact Centre Feedback ](https://www.smokeci.com/contact-centre-feedback) - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys) - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys) - [ Customer Experience ](https://www.smokeci.com/customer-experience) - [ Smart Touch ](https://www.smokeci.com/smart-touch) - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services) - [ Voice of the Employee ](https://www.smokeci.com/voe-programme) - [Solution By Industry ](https://www.smokeci.com/customer-journey-cx#) - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience) - [ Banking ](https://www.smokeci.com/banking-customer-experience) - [ Healthcare ](https://www.smokeci.com/healthcare) - [ Insurance ](https://www.smokeci.com/insurance) - [ Realty and Housing ](https://www.smokeci.com/housingexperience) - [ Retail ](https://www.smokeci.com/retail-customer-experience) - [Resources ](https://www.smokeci.com/customer-journey-cx#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/customer-journey-cx#) - [ About Smoke CI ](https://www.smokeci.com/about-us/) - [ Careers ](https://www.smokeci.com/careers) - [ Trust Centre ](https://www.smokeci.com/trust-center) - [ Contact us ](https://www.smokeci.com/contact) Search Toggle Menu Search Toggle Menu - [Our Solutions ](https://www.smokeci.com/customer-journey-cx#) - [ Contact Centre Feedback ](https://www.smokeci.com/contact-centre-feedback) - [ Avaya ](https://www.smokeci.com/avaya-contact-centre-surveys) - [ Genesys ](https://www.smokeci.com/genesys-contact-centre-surveys) - [ Customer Experience ](https://www.smokeci.com/customer-experience) - [ Smart Touch ](https://www.smokeci.com/smart-touch) - [ Reporting and Analytics Services ](https://www.smokeci.com/advanced-insight-and-reporting-services) - [ Voice of the Employee ](https://www.smokeci.com/voe-programme) - [Solution By Industry ](https://www.smokeci.com/customer-journey-cx#) - [ Automotive ](https://www.smokeci.com/automotivecustomerexperience) - [ Banking ](https://www.smokeci.com/banking-customer-experience) - [ Healthcare ](https://www.smokeci.com/healthcare) - [ Insurance ](https://www.smokeci.com/insurance) - [ Realty and Housing ](https://www.smokeci.com/housingexperience) - [ Retail ](https://www.smokeci.com/retail-customer-experience) - [Resources ](https://www.smokeci.com/customer-journey-cx#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/customer-journey-cx#) - [ About Smoke CI ](https://www.smokeci.com/about-us/) - [ Careers ](https://www.smokeci.com/careers) - [ Trust Centre ](https://www.smokeci.com/trust-center) - [ Contact us ](https://www.smokeci.com/contact) [Facebook ](https://www.smokeci.com/customer-journey-cx#0) [Instagram ](https://www.smokeci.com/customer-journey-cx#0) [Linkedin ](https://www.smokeci.com/customer-journey-cx#0) [X ](https://www.smokeci.com/customer-journey-cx#0) [YouTube ](https://www.smokeci.com/customer-journey-cx#0) [Medium ](https://www.smokeci.com/customer-journey-cx#0) # Gather feedback for every touchpoint in your customer's journey and use it to improve their experiences.   Listen to and understand the feedback from your customers using Eyerys. Capture and analyse feedback at all interactions to refine processes, reward and improve the experience offered with our award-winning customer experience (CX) survey software solution.       ![Journey-1](https://www.smokeci.com/hs-fs/hubfs/Journey-1.jpg?width=1920&height=1080&name=Journey-1.jpg) ## From first sale to churn - every interaction counts Winning a churned customer back is hard, and can cost thousands. At Smoke Customer Intelligence, we believe that you should hear from, and understand the feedback that matters most to your business: Your customer. Our solution gathers feedback from your customers across various channels and touchpoints, allowing you to understand experiences, react to service disruption, optimise processes and systems, and reward employees who deliver to a high standard. Whether on the phone, in-store or in-app, our system analyses feedback so that you can take immediate action to increase customer loyalty and retention. ![Download our Ebook: When a survey is not just a survey](https://www.smokeci.com/hs-fs/hubfs/DNA-of-a-survey-book.png?width=638&height=487&name=DNA-of-a-survey-book.png "Download our Ebook: When a survey is not just a survey") ##### EBOOK  ## A survey is not just a survey Crafting effective surveys is both an art and a science. Our whitepaper on survey design guides you in asking the right questions at the right time, using the right approach, and choosing between RNPS, TNPS, or CSAT to get the answers that truly matter. [![Download Your White Paper](https://no-cache.hubspot.com/cta/default/6379152/1ab6c77f-c0be-4f51-9cfa-51730bb01ad9.png)](https://cta-redirect.hubspot.com/cta/redirect/6379152/1ab6c77f-c0be-4f51-9cfa-51730bb01ad9) ![destination](https://www.smokeci.com/hubfs/destination.svg) #### Customer Journey Analytics Measure CX metrics at every journey point, and understand the contributions of individuals, teams, and processes, enabling you to focus your business initiatives effectively. ![chat](https://www.smokeci.com/hubfs/chat.svg) #### Verbatim Analysis & Insights Understanding the words your customers use is vital. Sentiment analysis helps you comprehend verbatim feedback at scale and turn it into actionable insights within your organization. ![progress](https://www.smokeci.com/hubfs/progress.svg) #### Real-Time Reporting & Insight Customer feedback data is your secret weapon to enhance all aspects of service delivery. Flexible reporting delivers actionable insights into the performance of your people and processes. Our open API allows you to utilize your data in ways that align with your needs. ![customer-support](https://www.smokeci.com/hubfs/customer-support.svg) #### Measure Individual Locations or Agents Get reporting on an individual agent level, or review as teams across various locations to make improvements where needed across your business or organisation. ![prioritize](https://www.smokeci.com/hubfs/prioritize.svg) #### Case Management & Escalations Delight your customers with the ability to recover from service interruptions or hiccups quickly. Real-time notifications of low-scoring surveys mean you can reach out to customers in the moment, gather data on root causes of dissatisfaction, and fuel continuous improvement. ![user](https://www.smokeci.com/hubfs/user.svg) #### Omnichannel Distribution Reach your customers on their preferred communication channels. Eyerys supports multiple survey distribution methods. #### Feedback software that creates insight into the areas that matter most to your business.  Eyerys is an award-winning feedback platform for customer journeys and contact centres. It's an easy-to-use, out-of-the-box solution for connecting to your customers. Don't just collect data; use it to empower, decipher the pulse of your customers, gain a holistic view of your operations and enhance your operations.    [ Book Your Demo ](https://content.smokeci.com/book-a-demo) ![The SmokeCI Eyerys Application displayed on a laptop](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/Eyerys-Mockup.png?width=1000&height=642&name=Eyerys-Mockup.png "The SmokeCI Eyerys Application displayed on a laptop") ### Explore our Customer-Centric Articles ###### 8 min read ##### [Benchmarking Banks - what is a good NPS score?](https://www.smokeci.com/content/benchmarking-banks-what-is-a-good-nps-score) ###### 4 min read ##### [Survey Scale Matters](https://www.smokeci.com/content/survey-scale-matters) ###### 7 min read ##### [Employee Engagement the Santa way. Why the Elves are happy at work.](https://www.smokeci.com/content/employee-engagement-the-santa-way.-why-the-elves-are-happy-at-work) ## Want to Know More? Looking for more information? Tell us what you'd like to know and we'll get back to you via email.   ## Book a Call With Sales Book some time with sales to discuss your needs and how Eyerys can help your clients make the most out of their VOC programme.    ![Book A Call With Sales](https://www.smokeci.com/hs-fs/hubfs/Book-a-Call.png?width=500&height=500&name=Book-a-Call.png "Book A Call With Sales") [ Talk to Sales ](https://meetings.hubspot.com/hanlie/sales) Our Solutions Our Solutions - [Contact Centre Feedback](https://www.smokeci.com/contact-centre-feedback) - [Customer Experience](https://www.smokeci.com/customer-experience) - [Smart Touch](https://www.smokeci.com/smart-touch) - [Reporting and Analytics Services](https://content.smokeci.com/advanced-insight-and-reporting-services) - [Voice of the Employee](https://www.smokeci.com/voe-programme) Industry Solutions Industry Solutions - [Automotive](https://www.smokeci.com/automotivecx) - [Financial Services](https://www.smokeci.com/financial-services-cx) - [Healthcare](https://www.smokeci.com/healthcare-industry) - [Realty and Housing](https://www.smokeci.com/housingresidential) About Smoke CI About Smoke CI - [Articles](https://www.smokeci.com/content) - [Resources](https://content.smokeci.com/downloads) - [About Us](https://www.smokeci.com/about-us/) - [Careers](https://content.smokeci.com/careers) - [Vacancies](https://www.smokeci.com/vacancies) - [Trust Centre](https://www.smokeci.com/trust-center) Contact Us Contact Us [![Smoke CI Logo White](https://www.smokeci.com/hubfs/Smoke%20CI%20logo-Light.svg) ](https://www.smokeci.com) - [Terms of Use](https://www.smokeci.com/legal-notices/website-disclaimer-and-terms-of-use) - [Privacy Policy](https://www.smokeci.com/legal-notices/privacy-policy) © 2026 Smoke CI [Facebook ](https://www.facebook.com/smokecis/)[X ](https://twitter.com/smokecis?lang=en)[Linkedin ](https://za.linkedin.com/company/smoke-customer-intelligence)[YouTube ](https://www.youtube.com/c/Smokeccs) Return to top