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How a Leading Digital Bank Achieved Customer-Centric Success with Smoke CI

South Africa has a large and ever-changing population and understanding the voice of the customer (VoC) in our climate can be a challenge.

For one of South Africa’s fastest-growing digital banks, the challenge was clear: to stand out in a saturated market, they needed to truly understand their customers and deliver exceptional experiences across all channels. Partnering with Smoke Customer Intelligence enabled them to transform their approach to customer feedback and achieve remarkable results.

Transforming Customer Feedback into Actionable Insights

The bank initially faced the challenge of collecting and consolidating feedback from 9 million customers across multiple channels, including digital kiosks, in-app interactions, and in-store sales engagements. By transitioning their VoC programme to Eyerys, Smoke^CI’s innovative software, they expanded their feedback collection and significantly enhanced the robustness of their data.

Through real-time insights into customer experiences, they identified critical areas for improvement, such as user interface (UI) and user experience (UX) enhancements, and refined their product offerings. Bespoke studies introduced by Smoke^CI allowed the bank to dive deeper into specific customer profiles and use cases, leading to data-driven decisions that directly impacted their bottom line.

Empowering CX Teams with Real-Time Data

The success of this partnership was further highlighted by improved engagement at the C-suite level, where decision-makers were now armed with meaningful insights, enabling them to act swiftly on customer feedback. The ongoing iteration of the VoC programme ensures that the bank remains agile, responding to evolving customer needs and market demands without getting lost in endless data analysis.

Learn from Their Success: Read the Full Case Study

To understand how you can harness the power of VoC to drive customer-centric growth, dive into the full case study. Discover the strategies and best practices that helped this digital bank achieve record-breaking success, and see how Smoke^CI can support your organisation in building deeper connections with your customers

Read the full case study here: Case Study _ Partnering with a Trusted Ally for Customer-Centric Success, Banking)

Visit SmokeCI: https://www.smokeci.com/

About the author

Guest Contributor

VUKA Group

VUKA Group serves as Africa’s central nexus for conferences and media publications across key sectors. With 20 years of expertise as a trusted media partner, we allow those with valuable insight to contribute to building a platform of collaboration to shape Africa’s future for the better