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...

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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...

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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,...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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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...

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