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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 proposed bill while showing unity and strength. The demonstration also forever added the phrase “When you...
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3 min read
Andrew Cook: 11 April 2019
There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...
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Smoke Customer Intelligence: 18 January 2019
Metricising customer service for successful CX
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Andrew Cook: 25 June 2018
Customer Experience lessons from Virgin Group
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Gustav van Pletzen: 25 May 2018
Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...
2 min read
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...
1 min read
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
John Dicks: 03 October 2016
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...
4 min read
Guarin Coetzee: 30 September 2016
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...
2 min read
John Dicks: 28 June 2016
Customer experience has become a focal point for businesses worldwide, causing them to seek out the best ways to improve interactions with clients,...
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...
2 min read
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...
