Smoke CI Articles

2 min read

Why Customer Experience Is More Than “Just Important”

Sarah Lubbe: 17 July 2024

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Tips for Optimising Engagement Throughout Your Tenant Journey

Smoke Customer Intelligence: 09 July 2024

As social housing managers, understanding and adapting to your tenants' evolving needs is crucial. The dynamics of their lives – from job changes and...

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Make Yourself Heard: Using HCAHPS Surveys to Amplify Patient Voices

Smoke Customer Intelligence: 25 June 2024

It’s no secret that the cost of healthcare in South Africa is bordering on excessive in South Africa, and when you or a loved one are critically ill...

1 min read

Building Safer Communities: Taking on Anti-Social Behaviour

Smoke Customer Intelligence: 18 June 2024

Safety and harmony are vital for building a community and as housing managers, you are not just overseeing properties; you're nurturing these...

2 min read

Enhancing Customer Engagement: Key Tips for Your IVR Strategy

Smoke Customer Intelligence: 11 June 2024

In customer service, Interactive Voice Response (IVR) systems are important for good customer service. If you're in charge of customer experience or...

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Master Communication: Housing Officers and Tenants Working Seamlessly

Smoke Customer Intelligence: 04 June 2024

Imagine how different Harry Potter’s journey would’ve been if as early as book one he’d asked Professor Dumbledore about the time turner? Nip back in...

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Using IVR to Future-Proof Your Insurance Offering.

Smoke Customer Intelligence: 28 May 2024

The insurance industry stands at the forefront of a digital revolution, with emerging technologies like Bitcoin, artificial intelligence (AI),...

1 min read

SmokeCI Announces Sarah Lubbe as Chief Revenue Officer

Smoke Customer Intelligence: 20 May 2024

[Johannesburg, May 2024] – SmokeCI, a leader in Customer Experience solutions, is delighted to announce the promotion of Sarah Lubbe to Chief Revenue...

3 min read

Unlocking Success: The Benefits of IVR in Contact Centres

Beverley Dormer: 15 May 2024

Discover the power of IVR in enhancing customer experience and streamlining operations in contact centres.

2 min read

Using HCAHPS surveys to make patients feel heard.

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: Building Lasting Customer Relationships Through CX

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

SmokeCI Announces New Leadership Appointment

Sarah Lubbe: 23 April 2024

[Johannesburg April 2024] Smoke Customer Intelligence, a leading provider of Customer Experience and Employee Engagement solutions, today announced a...

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

Touchpoint Mapping vs Customer Journey Mapping: What’s the Difference?

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...