inQuba blog
How, Practically, do AI Agents, fit into Customer Experience Management?
The press is filled with articles on the role of Agentic AI in impacting customer experiences. The hyperbole is along the lines of "agents will act autonomously and solve customer problems". There are two perspectives...
Rethinking Customer Experience Management and the Tech
There has been a lot written of late on the very large challenges of customer experience management. If you follow some of the loudest (and knowledgeable) voices in the CX industry such as Zack...
A “How To” Guide for Customer Journeys and Agentic AI
The year has been building with great momentum. I spent the last week in Amsterdam at the inaugural Institute 4 Journey Management, engaging with other experts in the Journey Space. It was...
Getting Going with Journey Management is the Hardest Part!
2025 has kicked off with a bang for us at inQuba. We are deeply immersed in delivering several very exciting project for clients and there is a big focus on making sure...
AI Needs Context for Great CX | Customer Journey Management Solutions
The rapid advancements in AI for customer experience (CX) have raised expectations, but many organizations still struggle to deliver truly seamless and personalized service. Why? Because AI, especially chatbots, often lack the essential ingredients: context....
Exploring the Next Evolution of CX for First-Time Buyers
Investing in a customer journey management solution is a critical step for businesses looking to improve customer experience (CX) and drive growth. Traditional approaches often fall short in addressing the dynamic and unpredictable nature of customer...
The 4 Reasons Your Journey Maps Are Failing You
Customer journey mapping is often the first step businesses take to improve customer experience. However, many journey maps fail to deliver meaningful insights or actionable results. Why? Because they often overlook the dynamic, real-world experiences...
Why Traditional CX Programs Fail and How Customer Journey Management Can Save the Day
Have you thought about the effectiveness of traditional customer experience (CX) programs versus the emerging field of customer journey management? Traditional CX, often centred around feedback and surveys, is a subset of a broader customer-centric...
Emotional Marketing ROI: How to Measure and Optimize Emotional Connections for Better Sales and Customer Retention
In today's competitive market, emotional marketing has become a crucial strategy for businesses seeking to establish strong connections with their customers. By leveraging emotions, companies can drive brand loyalty, increase sales, and enhance customer retention. However, measuring...
Customer Retention Strategies: Lessons from the Dating World
Customer Retention Strategies: Lessons from the Dating WorldIn the realm of customer management, maintaining a strong relationship with customers is like navigating the complexities of dating. Both involve understanding the other person’s needs, interpreting signals, and...
AI Needs Context for Great CX. Customer Journeys are the Solution
The end of 2024 is upon us. In our home market, the December period is a time for end of year holidays. Business shuts down and we head towards the coast or mountains to enjoy...
The Buyers’ Guide to Customer Journey Management Solutions
Exploring This Next Evolution of CX for the First-Time Buyer So you’re considering investing in a customer journey management solution. That’s an important step! You’ve probably realized that your customers’ behaviour is dynamic and increasingly unpredictable, and your normal approaches aren’t cutting it....
The 4 Reasons Your Journey Maps Are Failing You
Imagine deciding upon a much-needed family holiday to the beach and asking a travel agent friend to arrange...
Your Traditional CX Program is Designed to Fail
This past week was a good one for inQuba. We were fortunate to be awarded four Assegai awards at the annual DMA Direct Marketing Awards Evening. We are very grateful for both the recognition but...
How to Avoid Being Dumped by Your Customer
I have been pleasantly surprised by the response to the first newsletter and engagement in the content. Given that number of people that signed up, there is definite interest in the topic and that certainly...
ROI Centric Marketers
As mentioned in last week’s newsletter, I am grateful to the community that has signed up to this newsletter. We have exceeded the 500 people mark and given the distinction of those signed up, I...
Why Journey Maps Fail to Deliver Journey Management
Another week down and the world is a very different place with announcement of the American Election. Some feel this is a major step forward, others a terrible step backwards. Given that this newsletter is...
2024 Assegai Awards
inQuba proudly celebrates its success at the 2024 Assegai Awards, earning recognition across four prestigious categories.
inQuba’s Award-Winning Debut: Celebrating Innovation and Excellence at the Prestigious Assegai Awards.
inQuba is proud to announce its remarkable achievement at the prestigious Assegai Awards, where the company was honored with four...
Why Faking it Leads to Poor ROI
I have been in the journey orchestration industry for several years and every day we have the opportunity to engage with customers to share our experiences, learn from them and explore new possibilities. There is...
Boosting Sales and Staying Compliant with POPIA
Navigating customer engagement in today’s digital landscape is becoming increasingly complex The Information Regulator, Advocate Pansy Tlakula, announced earlier this year that a guidance note on direct marketing had been drafted to assist public and...
Product Release: Elevating Customer Journeys
inQuba Releases Significant New Capabilities to Support your Journey Orchestration Management As one of the leading Journey Orchestration platforms, inQuba is committed to continually enhancing our platform to bring new and exciting features to...
inQuba rated as a top Global Leader in MarTech Solutions for CX
inQuba has recently been recognized as a global leader in the MarTech Intelligence Report - Enterprise Customer Experience Management Platforms: A Marketer’s Guide. This prestigious acknowledgment highlights our commitment to revolutionizing customer experience management in...
The AI Edge – How Generative AI is Reshaping Customer Journey Management
Harnessing the power of generative AI for personalized experiences and actionable insights –use cases included Businesses have been frustrating customers for the longest time. Whether it’s the endless call wait times (with music that’s seemingly...
Revolutionize Customer Journey Orchestration & Engagement with WhatsApp
inQuba’s WhatsApp-enabled journey orchestration achieves never-seen-before results In recent years, businesses have relied heavily on email and SMS as channels to communicate with their customers. However, as these channels have become saturated with marketing messages...
5 Reasons to Start Managing Customer Journey Profitability Now
Why cross-channel analysis is the new game changer for LOB heads As businesses continue to evolve and embrace new technologies, and expand to digital channels, the customer journey has become a complex maze of touchpoints. ...
5 Factors Guiding Digital Transformation in Customer Journey-Centric Businesses
Successful transformations are easier waterfalled than done, but all have a few things in common. Unless you’ve been in a cave, you’ll be very aware of the period of unprecedented digital acceleration of the last...
4 Key Trends that are Reshaping CX & Customer Journey Management
It’s time to bridge the gap between the C-Suite and CX In today's fast-paced and ever-changing business landscape, Customer Journey management is more critical than ever. Companies that prioritize customer centricity are finding success, while those that...
Improving Customers’ Experiences Through Measurement, Visibility & Action
What’s the impact of customers’ experiences on business growth?The positive relationship between customer satisfaction and business revenue is well understood....
![Ensuring Confidence & Safety for Policy Holders During Their Claims Journey [USE CASE]](https://www.inquba.com/wp-content/uploads/2023/03/cache/2023-insurance3-head04b-349x222.jpg)
Ensuring Confidence & Safety for Policy Holders During Their Claims Journey [USE CASE]
What’s the key to winning the future in insurance?
For insurers, it’s customer convenience. Policy holders everywhere want easy, fast, and...
![Boosting Onboarding Conversion & Profitability in Insurance [USE CASE]](https://www.inquba.com/wp-content/uploads/2023/02/cache/2023-insurance2-head05b-349x222.jpg)
Boosting Onboarding Conversion & Profitability in Insurance [USE CASE]
Where can insurers search for growth in an increasingly competitive Property and Casualty (P&C) insurance market?Insurers are facing strong competition...
The Top 10 Acquisition & Retention Challenges for Insurers in 2023
As an insurance professional you spend a lot of time thinking about your policy holders’ journeys, especially in a business environment that has completely transformed. Young, agile insurtechs are entering the space...
What is Customer Journey Orchestration?
Helping customers achieve their goals so that you can too Brilliant customer experiences can seem out-of-reach for most businesses, especially in today’s environment. That’s why today’s multidisciplinary leaders are approaching challenges differently and demanding solutions that help them understand and act. Customer Journey...
Launch 2023 our most popular content from the last year
Launch 2023With our most popular resources from the last year!Something for you & your crew
We've done the work so that you don't need to. For your enjoyment,...
Microsoft Partner of the Year Awards 2022
inQuba Scoops Microsoft ISV Partner of the Year Award (Financial Services Industry Solutions) for Second Year Running Announced on 28 September, the annual Awards are held annually to recognize and honour South African technology companies which have excelled in delivering Microsoft solutions over Microsoft’s financial year, ending 30 June 2022.“We are...
Why Aren’t More CX Professionals Adopting Customer Journey Management?
There is going to be some corporate belt-tightening around expenses for most businesses as the Fed tries to wrestle inflation to the ground, while trying to avoid a recession. It is also clear that board expectations...
The Brave New Voices in the Boardroom
It’s business unusual, & successful businesses have changed the conversation For years, we have been listening to stats like “companies that earn $1 billion annually can expect to earn, on average, an additional $700...
What is Customer Journey Analytics?
Customer Journey Management is the process of discovering and optimizing your customers’ journeys, to improve customer experience and achieve positive business outcomes.
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Conversational Commerce: Boosting the Impact of Your CX Toolkit
How Leading Businesses are Using Natural Conversations to Improve CX & Boost RevenueWhat is Conversational Commerce? Imagine being able to have a personal dialogue with every customer (or potential customer)...
What is Customer Journey Management, and is it Important?
Getting up and running with the Next Evolution of Customer Experience Customer Journey Management is the process of discovering and optimizing your customers’ journeys as they interact with your brand, to improve customer experience and achieve positive business outcomes. It’s an ongoing practice rather than...
Twenty Years Later, is the Net Promoter Score Still Relevant?
In December 2003, Fred Reichheld, the developer of the Net Promoter Score (NPS) measurement system, published “The One Number You Need to Grow”1 in the Harvard Business Review (HBR). It was a landmark piece and a very influential paper. Reichheld, together with Bain & Co.,...
InMoment and inQuba Partnership Offers Journey-First Approach to Experience Improvement
Published by InMoment on 20 April 2022Combined offering provides CX practitioners with a one-stop solution for both customer experience (CX) and customer journey (CJ) management programs to greatly reduce churn, increase adoption, and lower costs Gives an omnichannel view of individual...
Bruce Eidsvik announced as inQuba President, North America
Eidsvik brings 25 years of international experience in driving customer management for global brands inQuba is delighted to share the appointment of Bruce Eidsvik as inQuba President, North America - a strategic appointment to further accelerate our international expansion.Bruce brings 25...
inQuba now available on Microsoft Azure Marketplace
Software company inQuba has announced it is now available on the Azure Marketplace. The release comes as inQuba has published inQuba Journey Cloud v8.7, which enhances customer engagement, and boosts Customer Journey Management capabilities for inQuba’s clients. Releasing this latest version through the Azure Marketplace means any...
The 5 Steps to Delivering What Customers Really Value in 2022
How leading businesses are creating value by ensuring that customers get value Businesses are quick to talk about the value of customers, but don’t often think about value for customers. The truth, however, is that customers who get value, create business value in return. It’s important to understand value...
inQuba Announced as Microsoft ISV Partner of the Year for its Financial Services Industry Solutions
Leading Customer Journey Management and Customer Experience (CX) software company, inQuba, has been announced as Microsoft’s ISV Partner of the Year, Industry Solution, Financial Services. Announced on 28 September, the Awards are held annually and honour South African technology companies which have excelled in delivering Microsoft solutions over Microsoft's financial year...
inQuba announces integrated WhatsApp chat
inQuba becomes the first company to offer a fully integrated WhatsApp and SMS multi-channel journey solution Leading Customer Journey Management and Customer Experience (CX) software company inQuba today announced the addition of integrated WhatsApp chat to its platform.This allows businesses to extend their dialogue, service and feedback channels to WhatsApp.Says Managing...
inQuba has closed an expansion capital funding round with Knife Capital and RMB
We’re very excited to be able to announce that inQuba has secured expansion capital from venture capital firm Knife Capital and leading African corporate and investment bank Rand Merchant Bank (RMB). This builds on the existing investor base that includes the founding team and ICT investment specialist, Convergence Partners.The funding is an...
STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS
This post was originally published by CXFocus Magazine.The COVID 19 crisis has dramatically changed customer journeys and what brands need to do to analyse and understand them. The traditional tools and methods associated with customer journey mapping are falling short in terms of providing a realistic and up to date view of...
Boosting Insurance Client Acquisition & Retention in the new digital economy, SA Webinar
On the 28th May 2020 inQuba hosted a live webinar on Boosting Insurance Client Acquisition & Retention in the new digital economy using Journey Management
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From Customer Journey Mapping to Journey Orchestration – Aus Webinar
On the 9th May 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration.
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From Customer Journey Mapping to Journey Orchestration – SA Webinar
On the 11th April 2019 inQuba hosted a live webinar discussing the importance of real customer journeys and Customer Journey Orchestration.
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inQuba appointed Microsoft co-sell partner
South African customer experience and journey analytics SaaS provider, inQuba has formally been accepted into Microsoft’s co-sell partner programme.Chief operating officer Trent Rossini says the company’s journey orchestration and customer experience solution is now available on the Microsoft Azure Marketplace and AppSource.Click here to view the full article on IT...
inQuba accepted into Endeavor Entrepreneurs
South African Customer Experience and Journey Analytics SaaS provider, inQuba has been selected by Endeavour, the New York-based organisation supporting high-impact entrepreneurs around the globe.inQuba is one of 18 organisations from 15 countries selected by Endeavour following an International Selection Panel (ISP) held in Stellenbosch, South Africa from 11 - 13 December. inQuba COO Trent Rossini...
Journey Management – The Next Evolution of CX
1 ABSTRACT This Journey Management piece analyses the current status quo of the Customer Experience (CX) Management industry. It provides insight into the key challenges faced by Business Leaders, Marketers and CX Professionals in their quest to craft exceptional experiences while having to demonstrate the value of CX within their organizations. Journey Management offers a pragmatic approach...
inQuba covered by Gartner in the ‘Market Guide for Voice-of-the-Customer Solutions 2018’
20 November 2018 - South African Customer Experience and Journey Analytics SaaS provider inQuba has been covered by international analyst group Gartner in its Market Guide for Voice-of-the-Customer Solutions 2018 for its Voice-of-the-Customer (VoC) platform.Voice-of-the-Customer tools enable providers and companies to understand customer experiences, perceptions and expectations, and act on them to drive deeper customer...
The insurance environment has changed, and so have your customers
In the last 20 years, the world has changed substantially. Thanks to new technologies our personal and business lives have become easier and more connected. The same technologies are allowing us to do more, faster, and are putting increasing pressure on financial services industries, notably insurance.Insurance...
JOURNEY ANALYTICS AND THE PURSUIT OF REVENUE
People are really bad at making good decisions. According to Michael Lewis’ new book, The Undoing Project, the human mind gets things wrong time and time again when dealing with uncertainty. People are fallible, and we tend to look for and see more certainty than there...
So You Think You Understand Your Customers’ Real Journey? Think Again.
When it comes to Customer Experience, insurance is an industry that has more challenges than most. From the sales process to claims, insurance has its own unique factors affecting how customers and agents interact with the insurer. And, while the industry has spent time and money...
Are brands designing the same CX journey that their customers actually want?
As published in Hall & Partners “Experience” Magazine in November 2017Say hello to Melissa. Melissa is your customer – and has been for the last five years. You think you know what Melissa likes, what she wants, and how to keep her happy.So why is she talking to your competitors?Customer-centric companies invest in real-time customer experience...
Gartner rates inQuba as a global leader in Customer Journey Analytics
Customer journey analytics (CJA) is the process of tracking and analyzing the way customers use a combination of available channels to interact with an organization across all possible channels from human interaction, full automation, limited two-way interactions or virtual agents etc.Customer Journey Analytics applications deliver business-critical insights to organizations seeking to understand the customer journey and...
Keeping Customers for Life
Jaco Brand, COO of Vitality Life, explains how by harnessing data and analytics to provide consumers and policyholders with unique experiences across customer segments, they can continue to build both digital convenience...
Your brain prefers experiences. Why experiences are a critical mechanism for driving emotional connections and memories with customers
Brandon Bester, Customer Success Manager.
Gone are the days of Homo Economicus; advances in behavioural science and brain research are highlighting the importance of emotion and sub-conscious neural processes in driving human behaviour. Only now are brands beginning to realise this in the context of their brand communications and elements. However, it is also pertinent to...
Capgemini and inQuba Join Forces to Deliver State-of-the-Art Customer Experience for Insurance
New York, NY and Santa Monica, CA – September 23, 2016Capgemini, a global leader in consulting, technology and outsourcing services, and inQuba, a global innovator in Customer Experience (CX) orchestration software, announced today the signing of a formal strategic partnership agreement with Capgemini's Global Financial Services Strategic Business Unit to jointly market, sell and deliver digital...
Reinventing Retail
What do Apple, Warby Parker, and up and coming appliance retailer Pirch have in common? They have reinvented retail.
Everyone knows the Apple story – how Steve Jobs insisted that the Apple Stores provide an amazing experience for shoppers, creating a digital playground that ushers shoppers through an intuitive journey that is as much about building...
Why the customer journey needs to be CXtended
We are all aware of how much technology has changed the world, particularly in disciplines such as Customer Experience (CX), but while it has brought unimagined efficiencies and new ways of doing things, it has also resulted in a process view of the customer rather than a personal one.According to Michael Renzon, CEO of inQuba, context...
Empathy – the Inevitable Part of your Customer Experience Summer Kit
By Andy Wand, 19 July 2016, First published in CXM NewsBrands spend a lot of thought, time and money creating a proposition and values, communicating that – and then delivering on the promise. It is no secret that emotional engagement is key to delivery and subsequent loyalty, but it is an area that is often ignored, especially...
Gartner recognition for inQuba
Rapidly growing customer experience (CX) specialist inQuba has been recognised by Gartner in the recent Market Guide for Customer Journey Analytics report. The report, which includes the world’s best – and biggest – vendors in the space, offers a guide for enterprises looking to evaluate the various technologies available.“inQuba set out to build the planet’s smartest...
DIGITAL DISRUPTION: THE INSURANCE OF THINGS & CUSTOMER EXPERIENCE
Published in the American Insurance Innovation Reporter, June 2016
There are a number of converging dynamics that represent a strategic opportunity for insurance carriers to shift the basis of the relationship, the way they are perceived, and the real value they deliver.
Traditionally, insurance has been viewed by many as a necessary evil. Interactions with carriers exist...
The State of Insurance Customer Experience Management: Improving the Customer Experience
By Paul Cole and Warren Moollan of inQuba and Robin Spaulding of Capgemini First published in Claims Magazine, June 2016 issue.
Interaction between a policyholder and their insurance company tends to take place only during the purchasing cycle and when a claim must be filed, and the lengthy gap between those two events leaves very little room for the insurer...
Visualising Context
by Trent Rossini, First published by TIBCO blog, May 10 2016While CX has evolved over the past decade, and practitioners have turned CX into a science, the industry has not learned how to use the data it so readily collects to understand the psyche of customers. Scaling empathy is at the heart of customer experience...
The Symphony of Customer Experience
by Dan Blacharski, Published on customerthink.com, Apr 10, 2016
The customer experience journey that companies must take to accommodate today’s more digitally-aware and engaged customers now goes beyond the traditional approach of satisfaction surveys, call center guidelines, and social media presence. Media-savvy customers with an extended digital reach and a need for immediate answers are expecting...
Customer Experience Provider inQuba Expands Client Roster with Addition of National Interstate Insurance Company
Published by PRWEB, May 04, 2016, Santa Monica, California, USA Leading insurer launches personalized customer experience initiative to keep policyholders engaged
The inQuba firm, an emerging leader providing customer experience management software and services, announced today that its portfolio of insurance and financial services clients is expanding with the addition of National Interstate Insurance Company. National Interstate is...
Marketing + Sales + Service: United we stand, divided we fall
by Paul Cole, President – inQuba N. America. Published by Marketing News Magazine, USA.
A central theme of this months' publication revolves around the age old...
inQuba receives strategic investment from ICT investor Convergence Partners
inQuba, worldwide specialist in managed Customer Experience (CX) software, has received growth capital from investment firm Convergence Partners in the form of a new equity injection, in order to accelerate its global expansion. The inQuba investment will be housed in Convergence Partners Fund I (CPI), the vehicle through which Convergence Partners invests in software businesses among...
The Customer’s Story is the New Narrative in Experiential Marketing
By Paul Cole, President – inQuba N. America. Published by Marketing News Magazine, USA.
Certain words pop in and out of our vocabulary. One word that...
Journey Analytics: Improving Your Customer IQ
By Paul Cole, President – inQuba N.America. Published by Marketing News Magazine, USA.
Today’s marketers are pressured to deepen their analytical capabilities in order to successfully...Resolve to shift trends in 2016…
By Margot Birbeck, Head Analytics / Account Management, inQuba
The current reality is that the environments in which we operate are becoming tougher in...
The Customer Experience Movement
By Paul Cole, Published by Marketing News Magazine, USA.
A quick trip down memory lane: It’s 1980, and I’m a freshly minted college graduate entering the...NOT YOUR FATHER’S CRM
Paul Cole, President, inQuba North America
The customer relationship management movement, birthed in the mid '90s and popularized by enterprise software vendors, such as Siebel, Oracle,...AMG vs the Customer Experience Ecosystem. Which CX approach should be used, and when?
It's only by listening to the voice of the customer that companies can find innovative ways to create great experiences. However, understanding the customer story is impossible unless the many different pieces of feedback acquired across many different channels and touch points are tied together. Excellent, seamless experiences at every touch point can only be achieved when...