When organisational strategy meets leading VOC


As Africa’s leading entertainment company, our customer deeply understands the value that customer experience plays in their success. With the launch of a “Customer First”strategy in 2015, the industry giant sought to drive a culture of customer-centricity throughout the organisation.

Through a partnership with Smoke Customer Intelligence the organisation has exceeded 80% satisfaction for two years in a row, has decreased customer churn, increased their NPS score by 7 points and improved inbound contact center performance.