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Smoke Customer Intelligence: 03 March 2023
It's important to stay up-to-date with the latest customer experience (CX) trends to ensure your business stays competitive and relevant in a rapidly...
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Smoke Customer Intelligence: 27 February 2023
In the UK, the residence journey experience is a critical aspect of housing association operations. Housing associations exist to provide affordable,...
1 min read
Smoke Customer Intelligence: 21 December 2022
Smoke Customer Intelligence today announced Eyerys has achieved High Performer and High Performer Enterprise by G2, the world’s largest and most...
3 min read
Providing a premium customer experience is only possible when delivered by an engaged, client-centric workforce. According to Kevin Kruse (CEO of...
2 min read
Providing customers with an omni-channel experience is important for optimising the customer interactions and increasing the accuracy and depth of...
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Smoke Customer Intelligence: 30 August 2022
In today’s highly competitive market, companies cannot afford not to have an informed Customer Experience (CX) strategy backed by a strong Voice of...
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Smoke Customer Intelligence: 13 June 2022
For any organisation, the contact centre is often the single biggest customer touchpoint. Being the voice of an organisation means that the contact...
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Smoke Customer Intelligence: 04 May 2022
A long time ago in a galaxy far, far away… a space opera about humans, aliens, and droids engaged in an interplanetary war captivated, and continues...
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Sarah Lubbe: 22 December 2021
Customer experience has become far more than a buzzword – it is a proven competitive advantage when looking to attract and retain customers for the...
6 min read
Sarah Lubbe: 21 December 2021
It’s hardly a surprise that organisations across industries are prioritising Customer Experience (CX) as key to their strategies in the coming years....
2 min read
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...
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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...
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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...
3 min read
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...
4 min read
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...
3 min read
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...
