Smoke CI Articles

2 min read

Keeping Communication Flowing for Housing Officers and Tenants Like a Wizard

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...

2 min read

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: 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

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

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...

2 min read

Proving The Value of CX to the C-Suite

Beverley Dormer: 19 February 2024

As a Customer Experience (CX) Manager or Officer, your role extends beyond coordinating with your internal departments, agents or service staff and...

1 min read

Insurers: Does Your Online Service Deliver a Great Customer Experience

Beverley Dormer: 12 February 2024

Insurance is an industry where emotions run high and tensions are mounted. Making simplicity and speed of service resolution are paramount. The...

1 min read

Inspiring Enhanced CX Through Rewards

Are you utilising a rewards programme within your contact centre? The role of a Contact Centre Manager is pivotal in fostering a positive work...

1 min read

Keep Your CX Plan on Point by Refreshing Your Brand Promises

Beverley Dormer: 05 February 2024

A brand promise is so much more than just business goals or a list of value propositions, it’s a fundamental declaration of what customers can...