--- title: Articles & Knowledge Hub description: Smoke CI's article and knowledge hub. Find all our latest articles on CI Trends, industry news, technology and thought leadership around customer experience, voice of customer and employee engagement. --- [Skip to the main content.](https://www.smokeci.com/content#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/content#) - [ 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/content#) - [ 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/content#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/content#) - [ 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/content#) - [ 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/content#) - [ 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/content#) - [ Articles ](https://www.smokeci.com/content) - [ Downloads ](https://content.smokeci.com/downloads) - [ FAQs ](https://www.smokeci.com/faq) - [About Us ](https://www.smokeci.com/content#) - [ 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/content#0) [Instagram ](https://www.smokeci.com/content#0) [Linkedin ](https://www.smokeci.com/content#0) [X ](https://www.smokeci.com/content#0) [YouTube ](https://www.smokeci.com/content#0) [Medium ](https://www.smokeci.com/content#0) # Smoke CI Articles #### Explore our content: Filter by Tag Show All Advanced Analytics CX Trends & Insights Case Study Customer Experience (CX) Resources Customer Satisfaction Strategy Downloadable Resources Employee Engagement Human Resources Industry: Civic Housing Industry: Financial Services Industry: Healthcare Industry: Insurance Insider Leadership Market Research Smoke CI News Smoke White Paper The Power to Pioneer VOC VOC for Contact Centers | ![active](https://www.smokeci.com/hs-fs/hubfs/active.png?width=63&height=63&name=active.png)   | ##### Never miss an article. 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[CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Industry: Financial Services](https://www.smokeci.com/content/tag/industry-financial-services) [Read More](https://www.smokeci.com/content/the-hidden-cx-layer-in-b2b2c-relationships.-why-financial-services-must-measure-the-broker-experience) [![](https://www.smokeci.com/hs-fs/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20sleek%20modern%20office%20environment%20%20In%20the%20foreground%20is%20someone%20looking%20at%20a%20calcualtor%20and%20a%20spreadsheet%20The%20backdrop%20features%20a%20of.png?width=1536&height=1024&name=The%20image%20depicts%20a%20sleek%20modern%20office%20environment%20%20In%20the%20foreground%20is%20someone%20looking%20at%20a%20calcualtor%20and%20a%20spreadsheet%20The%20backdrop%20features%20a%20of.png) ](https://www.smokeci.com/content/3-practical-ways-to-calculate-the-roi-of-cx-in-financial-services) 2 min read #### [3 Practical Ways to Calculate the ROI of CX in Financial Services](https://www.smokeci.com/content/3-practical-ways-to-calculate-the-roi-of-cx-in-financial-services) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 13 March 2026 One of the most common questions CX leaders hear from executives is simple: [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Industry: Financial Services](https://www.smokeci.com/content/tag/industry-financial-services) [Read More](https://www.smokeci.com/content/3-practical-ways-to-calculate-the-roi-of-cx-in-financial-services) [![What NPS Data Reveals About Customer Loyalty ](https://www.smokeci.com/hs-fs/hubfs/AI-Generated%20Media/Images/The%20image%20features%20a%20serene%20modern%20office%20space%20with%20large%20windows%20letting%20in%20natural%20light%20In%20the%20foreground%20a%20diverse%20group%20of%20%20insurance%20profession.png?width=1536&height=1024&name=The%20image%20features%20a%20serene%20modern%20office%20space%20with%20large%20windows%20letting%20in%20natural%20light%20In%20the%20foreground%20a%20diverse%20group%20of%20%20insurance%20profession.png) ](https://www.smokeci.com/content/what-nps-data-reveals-about-customer-loyalty-in-short-term-insurance) 3 min read #### [What NPS Data Reveals About Customer Loyalty in Short-Term Insurance](https://www.smokeci.com/content/what-nps-data-reveals-about-customer-loyalty-in-short-term-insurance) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 13 March 2026 Net Promoter Score is widely used across financial services to measure customer loyalty and advocacy. In short-term insurance, however, interpreting... [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Customer Satisfaction Strategy](https://www.smokeci.com/content/tag/customer-satisfaction-strategy) [Industry: Financial Services](https://www.smokeci.com/content/tag/industry-financial-services) [Read More](https://www.smokeci.com/content/what-nps-data-reveals-about-customer-loyalty-in-short-term-insurance) [![](https://www.smokeci.com/hs-fs/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20futuristic%20office%20space%20within%20a%20financial%20institution%20characterized%20by%20sleek%20modern%20design%20elements%20and%20advanced%20technology%20Large.png?width=1536&height=1024&name=The%20image%20depicts%20a%20futuristic%20office%20space%20within%20a%20financial%20institution%20characterized%20by%20sleek%20modern%20design%20elements%20and%20advanced%20technology%20Large.png) ](https://www.smokeci.com/content/6-cx-trends-impacting-financial-in-2026) 3 min read #### [6 CX trends impacting financial in 2026](https://www.smokeci.com/content/6-cx-trends-impacting-financial-in-2026) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 13 March 2026 Customer experience has become one of the most important competitive battlegrounds in financial services. [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Read More](https://www.smokeci.com/content/6-cx-trends-impacting-financial-in-2026) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_573669045-1.jpeg?width=3492&height=2078&name=AdobeStock_573669045-1.jpeg) ](https://www.smokeci.com/content/emotion-at-the-front-line-of-customer-experience-2026-edition) 1 min read #### [Emotion at the Front Line of Customer Experience](https://www.smokeci.com/content/emotion-at-the-front-line-of-customer-experience-2026-edition) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 22 January 2026 As we settle into 2026, organisations have more customer feedback than ever, but most still struggle to translate that volume into real understanding. [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Read More](https://www.smokeci.com/content/emotion-at-the-front-line-of-customer-experience-2026-edition) [![The Grinch ](https://www.smokeci.com/hs-fs/hubfs/the%20grinch.jpg?width=3158&height=1353&name=the%20grinch.jpg) ](https://www.smokeci.com/content/lessons-from-the-grinch) 2 min read #### [Lessons from the Grinch](https://www.smokeci.com/content/lessons-from-the-grinch) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 11 December 2025 Before the year wraps up, let’s take a moment to reflect on one of Christmas’s most timeless stories, The Grinch Who Stole Christmas. Hidden between... [VOC](https://www.smokeci.com/content/tag/voc) [Read More](https://www.smokeci.com/content/lessons-from-the-grinch) [![Ruan Prinsloo CTO](https://www.smokeci.com/hs-fs/hubfs/Rixongile%20Rivisi.jpg?width=3375&height=3375&name=Rixongile%20Rivisi.jpg) ](https://www.smokeci.com/content/smokeci-announces-ruan-prinsloo-as-chief-technology-officer) 1 min read #### [SmokeCI Announces Ruan Prinsloo as Chief Technology Officer](https://www.smokeci.com/content/smokeci-announces-ruan-prinsloo-as-chief-technology-officer) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 07 November 2025 [Johannesburg, November 2025] – Smoke CI, a leader in Customer Experience solutions, is pleased to announce the promotion of Ruan Prinsloo to Chief... [Smoke CI News](https://www.smokeci.com/content/tag/smoke-ci-news) [Read More](https://www.smokeci.com/content/smokeci-announces-ruan-prinsloo-as-chief-technology-officer) [![Spring Clean CX](https://www.smokeci.com/hs-fs/hubfs/Firefly_A%20spring%20clean%20144277.jpg?width=2304&height=1792&name=Firefly_A%20spring%20clean%20144277.jpg) ](https://www.smokeci.com/content/from-clutter-to-clarity-your-cx-spring-reset) 1 min read #### [From Clutter to Clarity: Your CX Spring Reset](https://www.smokeci.com/content/from-clutter-to-clarity-your-cx-spring-reset) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 01 September 2025 Spring is the season of fresh starts, a time to declutter, reset, and make space for what truly matters. While most of us focus on cleaning our homes... [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Read More](https://www.smokeci.com/content/from-clutter-to-clarity-your-cx-spring-reset) [![Discovering myths](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_509866348.jpeg?width=7680&height=4320&name=AdobeStock_509866348.jpeg) ](https://www.smokeci.com/content/what-the-data-really-says-6-cx-myths-south-african-consumers-debunked) 3 min read #### [What the Data Really Says: 6 CX Myths South African Consumers Debunked](https://www.smokeci.com/content/what-the-data-really-says-6-cx-myths-south-african-consumers-debunked) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 28 July 2025 Why your assumptions might be costing you loyalty, and what to do instead [Read More](https://www.smokeci.com/content/what-the-data-really-says-6-cx-myths-south-african-consumers-debunked) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_635555159.jpeg?width=7128&height=3000&name=AdobeStock_635555159.jpeg) ](https://www.smokeci.com/content/the-future-of-business-growth-is-smart-touch) 2 min read #### [The Future of Business Growth is Smart Touch](https://www.smokeci.com/content/the-future-of-business-growth-is-smart-touch) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 22 July 2025 Businesses that thrive are those that continuously refine and optimise their customer interactions. Smart Touch is not just an automation tool - it’s... [Read More](https://www.smokeci.com/content/the-future-of-business-growth-is-smart-touch) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_1401811338.jpeg?width=8639&height=4860&name=AdobeStock_1401811338.jpeg) ](https://www.smokeci.com/content/listening-that-works-why-cx-needs-more-than-channels) 2 min read #### [Listening That Works: Why CX Needs More Than Channels](https://www.smokeci.com/content/listening-that-works-why-cx-needs-more-than-channels) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 14 July 2025 Good feedback isn’t just collected. It’s earned. [Read More](https://www.smokeci.com/content/listening-that-works-why-cx-needs-more-than-channels) [![Happy CX Customers](https://www.smokeci.com/hs-fs/hubfs/3-3.png?width=1200&height=627&name=3-3.png) ](https://www.smokeci.com/content/cx-for-every-customer-reaching-the-voices-digital-misses) 1 min read #### [CX for Every Customer: Reaching the Voices Digital Misses](https://www.smokeci.com/content/cx-for-every-customer-reaching-the-voices-digital-misses) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 09 July 2025 [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Read More](https://www.smokeci.com/content/cx-for-every-customer-reaching-the-voices-digital-misses) [![South Africans Texting](https://www.smokeci.com/hs-fs/hubfs/2-4.png?width=1200&height=627&name=2-4.png) ](https://www.smokeci.com/content/more-than-digital-why-channel-fit-beats-channel-flash) 2 min read #### [More Than Digital: Why Channel Fit Beats Channel Flash](https://www.smokeci.com/content/more-than-digital-why-channel-fit-beats-channel-flash) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 30 June 2025 Modern CX isn’t about being everywhere. It’s about being in the right place, at the right time and in the right way. [Read More](https://www.smokeci.com/content/more-than-digital-why-channel-fit-beats-channel-flash) [![](https://www.smokeci.com/hs-fs/hubfs/Report%20Carousel%202.png?width=1200&height=627&name=Report%20Carousel%202.png) ](https://www.smokeci.com/content/the-superpower-that-transforms-business-growth-0) 1 min read #### [The Superpower That Transforms Business Growth](https://www.smokeci.com/content/the-superpower-that-transforms-business-growth-0) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 25 June 2025 Every great superhero has a signature ability, their unique advantage that sets them apart. In the business world, that superpower is automation, and... [Read More](https://www.smokeci.com/content/the-superpower-that-transforms-business-growth-0) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_300586325.jpg?width=5472&height=3648&name=AdobeStock_300586325.jpg) ](https://www.smokeci.com/content/the-feedback-fade-why-south-africans-are-going-quiet) 3 min read #### [The Feedback Fade: Why South Africans Are Going Quiet.](https://www.smokeci.com/content/the-feedback-fade-why-south-africans-are-going-quiet) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 16 June 2025 And Why That Should Worry You More Than a Complaint Ever Did [Read More](https://www.smokeci.com/content/the-feedback-fade-why-south-africans-are-going-quiet) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_106304348.jpeg?width=6000&height=4004&name=AdobeStock_106304348.jpeg) ](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch) 1 min read #### [The Unsung Hero of Customer Journeys; Why Businesses Need Smart Touch.](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 10 June 2025 In every great story, there’s a hero. But sometimes, the most powerful heroes work behind the scenes quietly ensuring success, eliminating obstacles,... [Read More](https://www.smokeci.com/content/the-unsung-hero-of-customer-journeys-why-businesses-need-smart-touch) [![](https://www.smokeci.com/hs-fs/hubfs/AI-Generated%20Media/Images/The%20image%20depicts%20a%20serene%20office%20environment%20featuring%20a%20professional%20woman%20engaged%20in%20a%20phone%20conversation%20intently%20listening%20with%20a%20thoughtful%20expression%20She%20sits%20at%20a%20modern%20desk%20adorned%20with%20a%20notepad%20and%20a%20pen%20capturing%20insights%20from%20the%20call%20S-2.jpeg?width=1344&height=768&name=The%20image%20depicts%20a%20serene%20office%20environment%20featuring%20a%20professional%20woman%20engaged%20in%20a%20phone%20conversation%20intently%20listening%20with%20a%20thoughtful%20expression%20She%20sits%20at%20a%20modern%20desk%20adorned%20with%20a%20notepad%20and%20a%20pen%20capturing%20insights%20from%20the%20call%20S-2.jpeg) ](https://www.smokeci.com/content/when-numbers-dont-cut-it-why-verbatims-still-matter-in-cx) 2 min read #### [When Numbers Don’t Cut It: Why Verbatims Still Matter in CX.](https://www.smokeci.com/content/when-numbers-dont-cut-it-why-verbatims-still-matter-in-cx) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 03 June 2025 We live in the age of instant feedback. Five-star ratings. Emojis. One-click surveys. Data at scale. But when was the last time you heard something... [VOC](https://www.smokeci.com/content/tag/voc) [Read More](https://www.smokeci.com/content/when-numbers-dont-cut-it-why-verbatims-still-matter-in-cx) [![](https://www.smokeci.com/hs-fs/hubfs/AI-Generated%20Media/Images/group%20of%20happy%20business%20people%20looking%20at%20a%20phone%20the%20group%20needs%20to%20be%20a%20mixed%20race%20and%20the%20tone%20of%20the%20image%20should%20be%20warm.jpeg?width=1344&height=768&name=group%20of%20happy%20business%20people%20looking%20at%20a%20phone%20the%20group%20needs%20to%20be%20a%20mixed%20race%20and%20the%20tone%20of%20the%20image%20should%20be%20warm.jpeg) ](https://www.smokeci.com/content/designing-for-dignity-why-south-africans-value-empathy-over-speed) 2 min read #### [Designing for Dignity: Why South Africans Value Empathy Over Speed.](https://www.smokeci.com/content/designing-for-dignity-why-south-africans-value-empathy-over-speed) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 26 May 2025 Customer experience isn’t just about what gets done. It’s about how it feels while it’s happening. [Market Research](https://www.smokeci.com/content/tag/market-research) [Read More](https://www.smokeci.com/content/designing-for-dignity-why-south-africans-value-empathy-over-speed) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_242988445.jpeg?width=6500&height=3005&name=AdobeStock_242988445.jpeg) ](https://www.smokeci.com/content/automation-is-your-businesss-superpower) 2 min read #### [Automation is Your Business’s Superpower.](https://www.smokeci.com/content/automation-is-your-businesss-superpower) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 20 May 2025 How Smart Touch Enhances Efficiency [CX Trends & Insights](https://www.smokeci.com/content/tag/cx-trends-insights) [Customer Experience (CX) Resources](https://www.smokeci.com/content/tag/customer-experience-cx-resources) [Read More](https://www.smokeci.com/content/automation-is-your-businesss-superpower) [![](https://www.smokeci.com/hs-fs/hubfs/AdobeStock_498642458.jpeg?width=8192&height=5259&name=AdobeStock_498642458.jpeg) ](https://www.smokeci.com/content/cx-is-local-heres-why-that-matters) 2 min read #### [CX is Local, Here’s why that matters.](https://www.smokeci.com/content/cx-is-local-heres-why-that-matters) [![Picture of Smoke Customer Intelligence](https://www.smokeci.com/hs-fs/hubfs/2023%20Smoke%20CI%20Website%20Assets/C2A%20Images/Icon-Jpeg.jpg?width=30&name=Icon-Jpeg.jpg) Smoke Customer Intelligence](https://www.smokeci.com/content/author/smoke-customer-intelligence): 12 May 2025 You fixed the issue. You answered the call. You followed the process. [Read More](https://www.smokeci.com/content/cx-is-local-heres-why-that-matters) [1](https://www.smokeci.com/content/page/1) [2](https://www.smokeci.com/content/page/2) [3](https://www.smokeci.com/content/page/3) [4](https://www.smokeci.com/content/page/4) [5](https://www.smokeci.com/content/page/5) [ Next ](https://www.smokeci.com/content/page/2) 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