Five best practices of service recovery, SA Webinar
On the 7th November 2019 inQuba hosted a live webinar discussing the importance of best practices in service recovery, which together will ensure a boost in customer loyalty.
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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 now a LEVEL FOUR BBBEE contributor
We at inQuba, a proudly South African international SaaS company, are very serious about redressing inequality, boosting economic growth and creating a better life for all. We are delighted to announce that our Broad Based BEE status has been recently updated by a SANAS-accredited verification agency to that of a LEVEL FOUR...
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
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...
Customer Journey Management for Financial Services & Insurance
On the 4th December 2018 inQuba hosted a live webinar for Financial Services and Insurance professionals.
Our industry expert speakers...
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...
Beaurepaires and inQuba: Embracing Customer Centricity
Australian National tyre retail chain Beaurepaires uses inQuba’s real-time Customer Experience (CX) management solutions to enable them to know what their customers really want – and how to give it to them. For Rob Lewis, vice president of Beaurepaires, a network of 230 Australian tyre retail outlets owned by Goodyear, the idea...
The Science of Retaining Customers in Financial Services
On the 20th September 2018 inQuba hosted a live webinar for Financial Services professionals.
Our industry expert speakers were Graham...
Customer Journey Management for Financial Services
On the 21st August 2018 inQuba hosted a live webinar for financial services professionals.
Our industry expert speakers were Trent...
THE CUSTOMERS’ VOICE AT THE HEART OF THE BUSINESS
For obvious reasons, Customer Experience (CX) in healthcare tends to focus on the needs of patients as customers, but for HealthShare NSW, the focus is firmly on the people providing the care to patients. Jaymie Ling, Associate Director of Customer Experience at HealthShare NSW points out that in an industry that provides critical services, taking care...
Making sense of your business-to-business accounts, and driving revenue
The business-to-business environment has never been more challenging. Decision makers within businesses are drawing upon their own personal experiences as consumer customers. They’ve grown accustomed to using multiple channels and are more tech savvy than ever. And they expect to be engaged with contextually and personally. So why is this so challenging in the B2B environment? Your...
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...
Customer Journey Management for Insurers
On the 4th May 2018 inQuba hosted a live webinar for insurance professionals.
Our industry expert speakers were Jeanne Bliss...
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 2017 Say 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...
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...
Putting the customer first makes a lasting impression for Telkom
Ella Engelbrecht, Client Experience Executive at Telkom, tells us how Telkom’s Customer First programme has enabled the company to increase revenue, reduce costs and drive the right culture within the organisation.
“If inQuba had not...
The world’s smartest CX software just got smarter
inQuba announces partnership with BusinessOptics Artificial intelligence (AI) is rapidly starting to take over the world and is set to change the face of Customer Experience (CX). According to Gartner’s Predicts 2017: CRM Customer Service and Support report, by 2020 the use of virtual customer assistants (VCAs), also called virtual agents or chatbots, will increase by...
inQuba lauded by CIO Review
These days, technology is everywhere and everyone is connected and thus there's no excuse for companies not to provide exceptional personalised experiences. And while the industry has focused on using big data to better understand customers, less emphasis has been placed on the other elements essential to creating those exceptional experiences, such as customer navigation paths...
Flying high on Customer Experience
Iain Meaker, Executive Manager for Commercial Distribution at Comair explains how kulula actively works on fulfilling its vision of delighting its customers at every turn, which results in fantastic commercial successes and a number of accolades and awards. "By refining our journey mapping and reports and identifying priority improvement areas, we are creating an environment where we...
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...
Customer Experience for B2B vs. B2C
By Margot Birbeck Head inQuba Customer Success The debate about the role of Customer Experience in B2C vs. B2B increases as business organisations establish CX programs and consumer organisations expand into business service offerings. Whilst views differ in terms of CX application, measurement design and operating models the point of agreement is that customer centricity is equally relevant...
21st Century Engagement for 21st Century Customers
You think you talk to your customers, but do you really know how they feel? More importantly, are you able to engage with them in a way that proves you speak their language, and that allows you to assist them in reaching goal-driven outcomes? You have invested in marketing initiatives in order to grow your customer base...
inQuba and Whispir on their Success with TIBCO
By Ann Scheuerell. First Published on TIBCO's blog, January 2017
inQuba delivers context for enhanced customer experience
To build a platform for (1) listening to the voice of the customer, (2) learning what customers were saying, (3) sharing that information across a company, and then (4) engaging with the customer to close the loop, inQuba needed a single,...
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...
Get really CX fit in 2017
By Andy Wand, Sales Director UK & Europe.
The New Year has arrived and with it a wealth of resolutions– spending more time with family and friends, getting fitter, etc. – and with those come a raft of tactical goals to make them happen – stop snacking, more time in the gym/pool, on the bike, out running,...