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Smoke Customer Intelligence: 15 December 2021
Traditional Customer Experience (CX) practices have been radically disrupted over the past two years. More customers have shifted away from face-to-face interactions and opted to connect with brands digitally. NielsenIQ found that 67% of consumers...
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Sarah Lubbe: 10 December 2021
2021 has been another year full of strangeness, loss, and a new way of working, living, and interacting with others. As a new COVID-19 variant rears...
2 min read
For many organisations, the contact centre remains the most important customer touchpoint. With the rapid onset of remote working and the subsequent...
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Sarah Lubbe: 23 July 2021
The contact centre is the heart of most businesses – often handling more customer interactions than any other touchpoint in your business. Much...
4 min read
Sarah Lubbe: 05 May 2021
Often, your contact centre is your most prominent point of contact for your customers. It is the area of your business that handles everything from...
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Smoke Customer Intelligence: 15 April 2021
The past year has made the world re-evaluate – not only what is important, but also how we do everything from schooling and shopping, through to the...
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Sarah Lubbe: 07 April 2021
We have all seen the articles and research declaring that the ROI of customer experience being quite staggering – brands with superior customer...
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Andrew Cook: 05 February 2021
Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success (check out his eBook on his...
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Smoke Customer Intelligence: 26 January 2021
SMS is one of the oldest digital channels of B2C communication, with marketers tapping into its potential as early as 1999. The channel has remained...
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Smoke Customer Intelligence: 21 January 2021
The United Nations commemorates the right to education, both by enshrining the right in the Universal Declaration of Human Rights, and celebrating...
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The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
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Sarah Lubbe: 09 December 2020
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
6 min read
Sarah Lubbe: 04 December 2020
There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...
7 min read
Sarah Lubbe: 02 December 2020
The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...
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Sarah Lubbe: 27 November 2020
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
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Sarah Lubbe: 02 September 2020
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
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Sarah Lubbe: 19 August 2020
Betty has a product
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Sarah Lubbe: 20 May 2020
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
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Smoke Customer Intelligence: 20 April 2020
A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...
5 min read
Smoke Customer Intelligence: 26 March 2020
We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...
