Smoke CI Articles

2 min read

How to design an effective customer feedback survey

Smoke Customer Intelligence: 17 September 2024

Creating surveys that yields valuable insights is a crucial skill for Customer Experience (CX) managers and professionals. Effective surveys can help...

1 min read

Maximise Your Customer's Success This Festive Season

Beverley Dormer: 25 November 2023

While some are hanging stockings and singing carols, Genesys agents know that the festive season brings unique opportunities for Customer Interaction...

3 min read

Why NPS Matters

Beverley Dormer: 20 October 2023

In today's fiercely competitive business landscape, understanding and improving the customer experience is paramount.

1 min read

2022 - 2023 Global NPS Benchmarks Revealed: Where do you stand?

Beverley Dormer: 09 October 2023

Our 2022-2023 Global NPS Benchmark study is now available for download. In this edition, we've thoroughly examined the NPS benchmark (the likelihood...

2 min read

How to present CX data & insights to your board. Ft. Free Template!

Beverley Dormer: 02 October 2023

It’s the end of the Quarter and your board has asked you to step up and share your Voice of the Customer Data. Pull yourself towards yourself, take a...

2 min read

Factors to Consider When Choosing an Interactive Voice Response (IVR) System

Beverley Dormer: 10 July 2023