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Smoke Customer Intelligence Press Office
We help you create better customer experiences by gathering and understanding Voice of the Customer data across your business.
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Employee engagement the Santa way

Why the elves are happy at work. 9 Dec 2021 Read more

Don't reinvent your VOC programme, just use the data you gather effectively

Operationalising VOC data is invaluable to creating organisational impact and ROI. 4 Aug 2021 Read more

Managing customer experience will be vital in holding on to SA's top BPO ranking

Robust, effective voice of the customer programmes will help differentiate SA as the best contact centre destination. 11 May 2021 Read more

In conversation with Andrew Cook | Why a Contact Centre shouldn't try put a man on the moon

Recently, our CEO, Andrew Cook published his thoughts on how an inbound contact centre should measure their success. We sat down with him to chat about his insight. 5 Feb 2021 Read more

How to effectively use SMS as a survey channel to get maximum results

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 a firm favourite for the last 2 decades thanks to its relative cost-effectiveness and high engagement rate. It is thus no surprise that it is arguably the most effective channel for gathering transactional feedback from customers. 25 Jan 2021 Read more

Customer Experience at arm's length. It's all about your intermediaries

For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and interdependent business world means that many organisations operate within complex value chains, and often these value chains include intermediaries (such as brokers, dealers, agents etc.) through which the organisation expands market reach. The result is that the organisation who owns the brand, product and service is removed from the end-customer and needs to rely heavily on the intermediary to deliver customer experience. 9 Dec 2020 Read more

The black sheep no more. B2B Customer Experience finding its place

For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback programmes. For the most part, the reason for the lower uptake within B2B industries was that there was a long-held assumption that retention and customer relationships happened organically thanks to account management and the like. In recent years, however, it has become clear, that particularly in large, complex B2B organisations, there is a definite need to formalise the understanding of customer feedback. The adoption of both structured customer departments, CX strategy and indeed, technology-driven mechanisms to gather feedback from customers is ever increasing. 16 Aug 2020 Read more

Smoke Customer Intelligence recognised in Gartner's for VOC Apps

Smoke Customer Intelligence, a Voice of the Customer software provider, has been named as a Notable Vendor in the Gartner "Market Guide for Voice-of-the-Customer Applications" report. Gartner defines Voice of the Customer applications as those able to gather feedback across multiple channels, analyse such data and provide insight via dashboards. 15 Jan 2020 Read more