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Smoke Customer Intelligence: 08 November 2019
Building a business is not easy. Building a sustainable business even more so. It takes more than a big idea, it takes people working together, applying diverse talents consistently over time.
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Smoke Customer Intelligence: 06 November 2019
In the world of software, change is both exponential and normal. Resting on ones laurels will leave you resoundingly in the dust of your competitors....
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Smoke Customer Intelligence: 21 October 2019
Smoke Customer Intelligence is an Appfoundry partner offering a Voice of the Customer platform to Genesys clients. Through working with our Genesys...
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Smoke Customer Intelligence: 17 October 2019
It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...
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Smoke Customer Intelligence: 27 August 2019
As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...
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Smoke Customer Intelligence: 07 August 2019
In 1956, 2000 South African women staged a march to the Union Buildings in protest of amendments to the Urban Areas Act. They acted against the...
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Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
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Smoke Customer Intelligence: 27 September 2017
The CEM Summit this year was one of the best events I have been to. It was an amazing opportunity to discuss pertinent industry issues. The level of...
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Smoke Customer Intelligence: 29 August 2017
It doesn’t matter which industry you’re in, if you have customers you need to provide a great customer experience. And make sure it’s what...
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Smoke Customer Intelligence: 02 August 2017
Small, start-up businesses in South African face challenges on a daily basis. From finding the right partners to invest in the new business, all the...
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Smoke Customer Intelligence: 27 July 2017
After a recent, very shocking, customer experience with a service provider, I had to ask myself, “who’s responsible for customer experience in this...
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Smoke Customer Intelligence: 21 July 2017
In today’s highly competitive market, more and more companies are using customer experience (CX) as a competitive differentiator. If you’re in the...
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Smoke Customer Intelligence: 21 July 2017
As Smoke CI grows and strives for continual improvement, we have migrated our support ticketing system to a new, global provider. Through this new...
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Smoke Customer Intelligence: 25 May 2017
Gone are the days where you could just sweep negative client feedback under the carpet and go about your business thinking your client is loyal to...
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Smoke Customer Intelligence: 25 May 2017
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Smoke Customer Intelligence: 04 October 2016
Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...
2 min read
Smoke Customer Intelligence: 15 June 2016
Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure...
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Smoke Customer Intelligence: 29 February 2016
The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...
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Smoke Customer Intelligence: 01 February 2016
Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...
1 min read
Smoke Customer Intelligence: 03 September 2014
Smoke CCS played a key role at this year’s International Avaya Users Group (IAUG) South African Chapter Conference that took place from 24-27 August,...
