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Sarah Lubbe: 16 October 2024
Utilising customer feedback in contact centres can be a game changer for improving business processes and enhancing financial outcomes. Sarah Lubbe, CRO for Smoke Customer Intelligence, shares a powerful customer anecdote demonstrating the financial...
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Sarah Lubbe: 11 September 2024
Voice of the Customer (VoC) data is often dismissed as 'fluffy stuff'—seen merely as a nice-to-have rather than a necessity. Sarah Lubbe, CRO for...
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Sarah Lubbe: 14 August 2024
Selecting the right customer experience (CX) vendor is crucial for achieving your business goals. Sarah Lubbe, CRO for Smoke Customer Intelligence,...
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Sarah Lubbe: 23 April 2024
[Johannesburg April 2024] Smoke Customer Intelligence, a leading provider of Customer Experience and Employee Engagement solutions, today announced a...
3 min read
Sarah Lubbe: 01 September 2023
As a CEO or owner of a company, you understand the importance of recognizing your employees for their hard work and dedication. But oftentimes, it...
2 min read
Sarah Lubbe: 15 June 2023
In today's fast-paced business world, it can be tempting for leaders and managers to focus on the big picture and overlook the importance of small,...
2 min read
Sarah Lubbe: 01 June 2023
As a manager or team leader, it can be challenging to strike the right balance between micromanaging and empowering your team. On one hand, you want...
2 min read
Sarah Lubbe: 10 March 2023
As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.
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Sarah Lubbe: 16 February 2023
In today's rapidly evolving business landscape, organizations are faced with the ongoing challenge of keeping up with technological advancements,...
2 min read
Sarah Lubbe: 01 December 2022
Employee engagement has become a key priority for HR executives in recent years. While there are many factors that can contribute to employee...
2 min read
Sarah Lubbe: 28 July 2022
Committed employees are an invaluable asset to any organization. Their unwavering dedication, passion, and drive have a direct impact on the quality...
2 min read
Sarah Lubbe: 14 July 2022
As managers and team leaders, it is essential to create an environment where employees find their jobs interesting and exciting. When employees are...
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
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
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...
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
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...
