Why your Marketing Funnel is Broken
How today’s marketers are using journey management to extend their vision and impact to the context of the full customer journey
Think about the last time you researched a possible purchase. You may have started by Googling options on your PC, after which...
Empowering South Africa’s youth is crucial for South Africa’s post-COVID recovery
Companies can make a positive impact on the economy by including South African youth in transformation efforts
16 October 2020 - South Africa is no exception to the global unemployment phenomenon with an unemployment rate of 30.1%. South Africa’s young people are the most vulnerable in the economy however,...
X-Ray Vision For Customer Intent
Select your superpower. You may choose flight, or invisibility, or just being able to consistently find a parking spot outside the coffee shop. Of course, superheroes in Customer Experience know that the only real power is being able to see through customer behaviour and...
DECODING THE NEW CUSTOMER MINDSET
How leading businesses are using a blueprint to decipher customer mindset and prevent churn
Take a moment to consider how you used to shop. Before our New Normal you may have put some effort into determining whether a certain product was organic,...
A Blueprint for Customer Management in the New Normal
Leading businesses are adopting new rules of engagement and reimagining their operations to regain what’s been lost
Our new reality is one where large chunks of everyday life are missing. The Economist coined the phrase ‘The 90% Economy’ which refers to a...
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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Five best practices of service recovery, AU Webinar
On the 20th 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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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...
