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Customer satisfaction through the right questions
Metricising customer service for successful CX
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Metricising customer service for successful CX
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Customer Experience lessons from Virgin Group
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Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...
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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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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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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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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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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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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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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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Insurance companies are facing greater challenges in a market characterised by product saturation, soft pricing and competitive premiums. The rise of...
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Out with the old, in with the new. This is a central part of a customer experience driven approach to business. A business’ cannot change to a...
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Six Voice of the Customer strategies to optimise your call centre Voice of the Customer survey technology can be a powerful tool for managing and...
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Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients,...
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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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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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Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...
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I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...
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It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...