2 min read
Using HCAHPS surveys to make patients feel heard.
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Smoke Customer Intelligence: 09 May 2024
Smoke Customer Intelligence: 09 May 2024
1 min read
Is Sentiment Analysis Important for Housing Associations?
Smoke Customer Intelligence: 02 May 2024
Antisocial behaviour in council or any housing association can significantly impact residents' quality of life. It's not just a matter of comfort;...
1 min read
Tailoring your CX Experience.
Smoke Customer Intelligence: 25 April 2024
No two businesses are identical. Just like a pair of denim jeans - they might look similar and be called jeans, but each pair has subtle differences...
2 min read
CX Trailblazers: The Role of CX in building lasting customer relationships
Smoke Customer Intelligence: 23 April 2024
As a passionate Pan-Africanist, CX Expert, Change manager and customer evangelist, Jordan Seke is no stranger to understanding that what makes South...
1 min read
CX Trailblazers: What it takes to build an award-winning bank.
Smoke Customer Intelligence: 18 April 2024
Since its founding in February 2019, TymeBank has rapidly become one of South Africa’s best digital banking institutions. Boasting an impressive...
1 min read
What's the difference between Touchpoint Mapping and Customer Journey Mapping?
Smoke Customer Intelligence: 18 April 2024
You’ve probably heard these terms before, but we’ve recently heard them used interchangeably. Now some might argue that this is a mild mistake, but...
1 min read
Use CX to Create Customer-centric Training Guides for Your Teams
Smoke Customer Intelligence: 11 April 2024
Customer experience (CX) recognises that customer satisfaction is pivotal in driving business innovation. With employee engagement moving from a...
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...
2 min read
Using your IVR Programme to improve interdepartmental communication.
Smoke Customer Intelligence: 20 March 2024
As a business grows, communication can become more and more difficult - Sprawling locations, time zone differences, meetings and workload all become...
5 min read
Use your Voice of the Customer programme to meet TCF requirements
Smoke Customer Intelligence: 08 May 2023
Treating Customers Fairly (TCF) is a regulatory approach that requires financial institutions to deliver fair outcomes to their customers. This...
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,...
2 min read
Impact of emotional connections on customer loyalty
Smoke Customer Intelligence: 21 April 2023
Emotional CX, also known as emotional customer experience, is the latest trend in the we are covering in our trend series. It refers to the positive...
3 min read
Proactive customer service used to drive CX
Smoke Customer Intelligence: 14 April 2023
In the world of customer experience, businesses are constantly seeking ways to improve the interactions they have with their customers. A trend that...
2 min read
Generational impact on Voice of the Resident Feedback
Smoke Customer Intelligence: 03 April 2023
The UK is a diverse country with a range of different generations living in housing association properties. Each generation has their own set of...
2 min read
Omnichannel CX - a trend here to stay
Smoke Customer Intelligence: 31 March 2023
Omnichannel CX has been a buzzword in the customer experience industry for years, and for good reason. In today's digital age, customers expect a...
2 min read
The ROI of Resident feedback
Smoke Customer Intelligence: 27 March 2023
Resident feedback is crucial to the success of housing associations in the UK. It helps housing associations to understand their residents’ needs,...
2 min read
Privacy and Trust in CX
Smoke Customer Intelligence: 24 March 2023
In the next part of our trend series, we explore the impact of trust and privacy on Customer Experience Management and what businesses can do to...
2 min read
UK Legislation driving the need for Resident Feedback
Smoke Customer Intelligence: 20 March 2023
As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...