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Beverley Dormer: 18 September 2023
I had a teacher who was obsessed with comparing apples to apples. “You can’t compare oranges to apples”, “let's compare apples with apples”, “You...
1 min read
Beverley Dormer: 15 September 2023
We are so proud to have received two High Performer Badges in G2’s Fall 2023 performance index, for the sixth time running.
1 min read
Beverley Dormer: 11 September 2023
For as long as there are devices and preferences between them, the argument for embedding the first survey question in an email versus including a...
2 min read
Beverley Dormer: 28 August 2023
In an age where the world shrinks daily, driven by technology, remote work, and seamless communication, businesses are leaping into global markets....
2 min read
Beverley Dormer: 21 August 2023
Barbara Blackburn was a clerical worker and typing virtuoso, who still holds the record for typing after her death in 2008 with 212 words per minute...
2 min read
Beverley Dormer: 15 August 2023
In the ever-evolving world of technology, new and exciting avenues emerge for businesses to gather valuable insights through the Voice of the...
2 min read
Beverley Dormer: 31 July 2023
Recently LinkedIn has witnessed a surge in discussions surrounding Employment Engagement, Employee Experience, Employee Satisfaction, and the concept...
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Smoke Customer Intelligence: 02 May 2023
Everyone loves a benchmark, so we scoured the internet (and chatted to some AI) to find NPS scores for banks across the world to use as yardsticks...
2 min read
Smoke Customer Intelligence: 24 April 2023
In today's digital world, providing an exceptional customer experience is a key differentiator for companies in the financial services industry,...
2 min read
Smoke Customer Intelligence: 21 April 2023
Emotional CX, also known as emotional customer experience, is the latest trend in the we are covering in our trend series. It refers to the positive...
2 min read
Smoke Customer Intelligence: 03 April 2023
The UK is a diverse country with a range of different generations living in housing association properties. Each generation has their own set of...
2 min read
Smoke Customer Intelligence: 31 March 2023
Omnichannel CX has been a buzzword in the customer experience industry for years, and for good reason. In today's digital age, customers expect a...
2 min read
Smoke Customer Intelligence: 27 March 2023
Resident feedback is crucial to the success of housing associations in the UK. It helps housing associations to understand their residents’ needs,...
2 min read
Smoke Customer Intelligence: 24 March 2023
In the next part of our trend series, we explore the impact of trust and privacy on Customer Experience Management and what businesses can do to...
2 min read
Smoke Customer Intelligence: 20 March 2023
As the UK continues to grapple with a housing crisis, the importance of resident feedback in the housing sector has never been more crucial. In the...
2 min read
Smoke Customer Intelligence: 17 March 2023
As part of our 11-part trend series, we take a deeper look at AI-powered CX and explore how businesses can implement this trend to enhance their...
2 min read
Smoke Customer Intelligence: 13 March 2023
The value of Residence Experience cannot be underestimated in the UK. Housing associations are responsible for providing affordable and quality...
2 min read
Sarah Lubbe: 10 March 2023
As part of our 11 part trend series, we examine hyper personalisation as a trend that continues to impact customer experience.
2 min read
Smoke Customer Intelligence: 08 March 2023
Mobile technology has revolutionised the way businesses interact with customers. With the majority of South Africans owning a mobile phone, companies...
2 min read
Smoke Customer Intelligence: 06 March 2023
As the UK population continues to grow, the demand for affordable and quality housing has become an important issue for many people. Housing...
