inQuba blog
The 4 Reasons Your Journey Maps Are Failing You
How leading businesses are turning from the customer journey map to the customer
Imagine deciding upon a much-needed family holiday to the beach and asking a travel agent friend to arrange every aspect of it. The perfect getaway, without the admin. Your first surprise is when your...
The 5 Steps to Delivering What Customers Really Value in 2021
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 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...
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 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...
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 SuccessThe 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,...
Borrowing Brilliance – CX: Market Research goes Social
By Michael Renzon, inQuba CEO
In Borrowing Brilliance: The Six Steps to Business Innovation by Building on the Ideas of Others, author Dave Murray puts forward the notion that new ideas are merely the combinations of existing ideas. "Since brilliance is actually borrowed, it's easily within reach. It's really a matter of knowing where to borrow the...
Capgemini and inQuba Join Forces to Deliver State-of-the-Art Customer Experience for Insurance
New York, NY and Santa Monica, CA – September 23, 2016
Capgemini, 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 News
Brands 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,...
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 2016
While 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...
Behind the scenes: How Telkom Mobile became the CX winner
Mia Andric - Technology Journalist, June 2015
The world has become customer-centric. Customer expectations have never been higher and the perception of a brand is a factor that is increasingly going to mean the difference between success and failure for businesses according to analysts. Research shows that by 2020, customer experience will overtake price and product as...
Race your CX Program like a Tour de France Pro Team!
Mia Andric - Technology Journalist, June 2015 Winning the CX race bears an uncanny resemblance to racing a Tour de France champion team. With the Tour de France 2015 upon us we look behind the scenes at the work and preparation of a champion cycling team and how these principles can be applied to build a winning...
11 Hipsters and a Yuppie Part 2: How Club Med Val Thorens completely reinvents the Skiing Customer Experience
By Michael Renzon – CEO/Founder inQuba
Club Med Val Thorens thinks out the box and completely reinvents the Skiing Customer Experience showing its uber-cool sponsored Social Media influencer group how CX is done! Those of you familiar with the European skiing gig take the schlepping for granted. Arrive in Geneva, hunt down your Taxi, 2-3 hours later get...11 Hipsters and a Yuppie ski free @Club_Med_SA – #SnowClub15 a Social (Media) Experiment
At inQuba we make sure we're at the forefront of what is trending in Customer Experience Management. A key trend that we foresee is that Social Media will become an increasingly important source of customer experience (CX) data eventually tipping the scales on survey data. The reason for this is simple: it's human nature to Tweet...
inQuba in Action at CEW 2015!
The ultimate result of today's many business challenges is that it is more important now than ever that companies know their customers better. That is the end goal of Customer Experience Management, and yet, many companies still fail in obtaining a holistic operational view of the customer, and as a result, fail in upping their game...
11 Hipsters and a Yuppie ski free @Club_Med_SA – #SnowClub15 a Social (Media) Experiment
Club Med fully Sponsors uber-cool SA Blogger group at its brand new Ski Resort in Val Thorens, France By Michael Renzon - Chief Executive Officer/ Founding PartnerTomorrow night I head off on a dream holiday to Club Med’s brand-spanking-new Ski Resort in Val Thorens, France as part of an uber-cool...
Proactive Customer Experience Management
Is Proactive Customer Experience Management the next frontier for CRM, or is it just a pie in the sky? This was the question posed to Michael Renzon and Trent Rossini by Alison Job in the January 2015 issue of Brainstorm Magazine. From its dynamic beginnings five years ago, the founders of inQuba recognised that the shift of focus...
The 5 P’s of Customer Experience
What does a business leader need to do to achieve exceptional customer experience results? New ways of thinking are required to be successful at improving customer experience Classical management approaches, with a reliance on rigid structures, prior experience and linear thinking are counter-intuitive to the customer experience discipline. To shift an organisation to consistently and sustainably deliver exceptional...
Architects of Addiction: Engineering Customer Centricity the Cyclists Way!
It has taken some time but I have finally come to terms with the fact that I have a chemical dependence. It is a stark realisation but in many ways allows me to better understand what keeps me functioning. To give you a sense of how this plays...
Goldfish Customer Experience
In any conversation, when describing a person that has a very short memory, people often refer to “goldfish” memory on the basis that the only way a gold fish can survive the boredom of a goldfish bowl is by having a 3 second memory. (For the record, it turns out that the reality is that goldfish...
The Layered (Breakfast) Experience
Over the holiday season I noted the launch of a new coffee & breakfast spot in a trendy local suburb already crowded with similar venues. Curious, a few of us decided on the place, which had only been trading for two days at that time, for a breakfast meet-up. Our expectations were high.We secured what seemed...
Not all Engagement stays in Vegas…Caribbean Cruising, the Obama campaign, to the Kaggle effect!
I have recently spent a week at the annual TIBCO user conference in Las Vegas. This is an annual opportunity to catch up with what is happening in the world in terms of how businesses are using technology to both more effectively manage their operations as well as utilise technology for more active client engagement and...
The Truth About Customer Experience Management
Given the global slowdown and the competitive pressures that are prevalent in all markets, there is has been a rapid shift towards a focus on existing customers and ensuring that these customers enjoy the best possible experience when being serviced by suppliers. Speak to any CEO or read...
The impact of Big Data on Customer Experience Management and Customer Engagement
Pick up any business publication and you will read articles about the impact of big data and how it is changing the world in which we live, making our world more certain and providing value to consumers that we never thought possible. While there is a lot being written about big data, finding practical examples is...
Secret Value of Loyalty Programs
The number of loyalty programs is rapidly increasing as the stalwarts of South African loyalty, including Discovery, eBucks, Clicks Club Card and Edgars Club dominate and grow. I am involved in many workshops with executives and there is a lot of debate on the value of Loyalty programs. Ironically, loyalty programs using loyal behaviour as a reward mechanism only achieve...
