inQuba blog

The Buyers’ Guide to Customer Journey Management Solutions

The Buyers’ Guide to Customer Journey Management Solutions

Posted by on in Blogs

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....

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ROI Centric Marketers

ROI Centric Marketers

Posted by on in Blogs, In the Press

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...

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2024 Assegai Awards

2024 Assegai Awards

Posted by on in In the Press

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...

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Why Faking it Leads to Poor ROI

Why Faking it Leads to Poor ROI

Posted by on in Global

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...

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What is Customer Journey Orchestration?

What is Customer Journey Orchestration?

Posted by on in Blogs, Journey Analytics

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...

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Microsoft Partner of the Year Awards 2022

Microsoft Partner of the Year Awards 2022

Posted by on in In the Press

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...

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inQuba now available on Microsoft Azure Marketplace

inQuba now available on Microsoft Azure Marketplace

Posted by on in Global

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...

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The 5 Steps to Delivering What Customers Really Value in 2022

The 5 Steps to Delivering What Customers Really Value in 2022

Posted by on in Global

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...

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inQuba Announced as Microsoft ISV Partner of the Year for its Financial Services Industry Solutions

inQuba Announced as Microsoft ISV Partner of the Year for its Financial Services Industry Solutions

Posted by on in In the Press

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...

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inQuba announces integrated WhatsApp chat

inQuba announces integrated WhatsApp chat

Posted by on in Global

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...

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inQuba has closed an expansion capital funding round with Knife Capital and RMB

inQuba has closed an expansion capital funding round with Knife Capital and RMB

Posted by on in Blogs, In the Press

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...

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Why your Marketing Funnel is Broken

Why your Marketing Funnel is Broken

Posted by on in Global

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

X-Ray Vision For Customer Intent

Posted by on in Global

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

DECODING THE NEW CUSTOMER MINDSET

Posted by on in Global

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

STEPPING OUT WITH CUSTOMER JOURNEY ANALYTICS

Posted by on in Global, 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

inQuba appointed Microsoft co-sell partner

Posted by on in Global, In the Press

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

inQuba now a LEVEL FOUR BBBEE contributor

Posted by on in Global

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

inQuba accepted into Endeavor Entrepreneurs

Posted by on in Global, In the Press

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

Journey Management – The Next Evolution of CX

Posted by on in Global

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...

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inQuba covered by Gartner in the ‘Market Guide for Voice-of-the-Customer Solutions 2018’

inQuba covered by Gartner in the ‘Market Guide for Voice-of-the-Customer Solutions 2018’

Posted by on in Global, In the Press

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

Beaurepaires and inQuba: Embracing Customer Centricity

Posted by on in Global

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

THE CUSTOMERS’ VOICE AT THE HEART OF THE BUSINESS

Posted by on in Customer Experience Management, Global

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

Making sense of your business-to-business accounts, and driving revenue

Posted by on in Customer Experience Management, Global

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?

Are brands designing the same CX journey that their customers actually want?

Posted by on in Global

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...

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Gartner rates inQuba as a global leader in Customer Journey Analytics

Gartner rates inQuba as a global leader in Customer Journey Analytics

Posted by on in Global, In the Press

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

The world’s smartest CX software just got smarter

Posted by on in In the Press

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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inQuba lauded by CIO Review

inQuba lauded by CIO Review

Posted by on in Global, In the Press

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...

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Flying high on Customer Experience

Flying high on Customer Experience

Posted by on in In the Press

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...

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Keeping Customers for Life

Keeping Customers for Life

Posted by on in In the Press

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...

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Customer Experience for B2B vs. B2C

Customer Experience for B2B vs. B2C

Posted by on in Customer Experience Management, Global

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...

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Bruce Eidsvik

inQuba President, North America

Bruce is a seasoned executive with over 25 years of experience in sales and marketing mainly within the customer experience space. Bruce has held senior executive roles at Genesys, a private equity backed cloud customer experience company and OpenText, a NASDAQ listed information management company, where he led their Global Growth Marketing and Sales Development organizations. Prior to these roles, Bruce was the Managing Director for the APAC region at Genesys, based out of Singapore. Bruce is also an entrepreneur and a co-founder of Insight Venture backed VoiceGenie Technologies Inc, which was successfully exited in 2006.

This work has led Bruce to points around the globe, helping both Fortune 100 and SMBs alike. Bruce is a frequent keynote speaker at CX events worldwide, where he is more than happy to share his experiences and best practices to help others. Bruce is a team builder, has a passion for driving creativity, developing leaders and getting stuff done. Bruce strongly believes that fun is an important component of driving great results. Outside of work, Bruce is an avid skier, road and mountain biker, triathlete and in love with the mountains.

Bruce holds a Bachelors of Science degree with Honors in engineering physics from Queen’s University. After 14 years abroad, Bruce and his family are back in Canada and living just outside Banff, Alberta.

Liza Rogers-Nolte

Head: Inside Sales SA and Marketing

Liza joined inQuba shortly after inception in 2011. She has held various roles and responsibilities during the time and has been vital to the success of the business. Since 2016, Liza has headed up inQuba’s global Inside Sales function, responsible for identifying, qualifying and nurturing new business relationships. She also plays a fundamental role within inQuba’s marketing function, being jointly responsible for all key, global marketing events. Liza also manages the relationships of inQuba Partners, specifically the Microsoft Partner Relationship for which she is the MSFT Alliance Partner Manager.

Prior to inQuba, Liza spent over 10 years in London (UK) gaining international experience in various industries. This included working closely with top executives in FTSE 250 and blue-chip companies in industries such as banking, private equity, investment property, executive search, and others.

Prinay Panday

Head: BI and DevOps

Prinay is responsible for overseeing all IT operations, technical delivery and technical strategy for inQuba, ensuring alignment with the company’s business requirements and goals. Prinay is responsible for assisting other departments within inQuba, such as Product, Development and Professional Services, in utilising technology efficiently and profitably. He also spent several years in software development at inQuba which has provided him with deeper insight into effective technical delivery and operations of the inQuba platform. Prior to joining inQuba, Prinay worked in IT operations and software development across various industries including insurance, banking and retail. Prinay holds a Bachelor of Science in Information Technology from the University of Johannesburg.

Dasha Naidoo

Head: Product Experience

Dasha joined inQuba in 2013 and has held various positions over the years. Dasha found her niche when she joined the core Product team in designing the inQuba CX platform. As the Head of Product Experience, she is ultimately responsible for the overall user experience and value delivery to inQuba’s customers. Dasha has been instrumental in the product’s success, providing insight into design, customer behaviours and practical solutions to complex customer challenges. Before joining the product team, she spent 2 years guiding customers through their Customer Experience programmes.

With a professional career spanning 10+ years, Dasha has extensive experience across CX, Marketing, Campaign management and Data management and analysis. Dasha holds a Bachelor of Commerce (Information Systems Technology) degree from the University of KwaZulu Natal.

Kobus Snyman

Head: Service Operations

Kobus is responsible for overseeing all technical operations including customer support and general operations activities ensuring the inQuba’s customer platform is optimal and stable. He has extensive Systems and Business Analysis experience gained from industries such as Banking, Information Technology and Mining. He has gained solid knowledge in Project Management, Disaster Recovery and Business Continuity management as he managed the Disaster Recovery site for one of South Africa’s Big Four Banks for a significant period. In 2016, Kobus joined inQuba as a Senior Analyst and has subsequently been promoted to Head: Service Operations, bringing with him the technical platform knowledge as well as customer management experience gained through the management of large, strategic inQuba clients. Kobus holds a Certificate in IT Service Management (ITIL) and SDIP. He also holds an ‘Essential skills for the Business analyst’ certification.

Eben Odendaal

Head: Professional Services

Eben is responsible for the successful delivery of inQuba’s CX solution programmes to clients. He is an experienced Business Consultant and Project Manager and has delivered multiple Management Consulting, Digital Application and Software Development programmes, across multiple industries, throughout his career. Eben holds a Mechanical Engineering degree from the University of Pretoria, an MBA from the University of Stellenbosch and is a registered Project Management Professional.

Allan Lee Son

Senior Software Architect

Allan is a Senior Architect in the core team working on the architecture and development of the inQuba CX platform for over six years. As a technical lead, product designer and software architect, he is a driving force in the inQuba Product Development team, providing insight into design and practical solutions to complex software challenges.

Previous to joining inQuba, Allan’s five years at On-IT-1, developing software solutions for the Bosasa Group, have given him broad perspective on design, development and deployment of software applications across various industries, including aquaculture, youth rehabilitation, fleet management and device integrations for biometric and programmable logic controllers. Allan brings this valuable experience to bear on the challenges of developing a globally distributed SaaS platform.

Allan completed his treatise in 2006 and holds a honours degree in Bachelor of Commerce (Computer Science and Information Systems) from the Nelson Mandela University.

Warren Reed

Senior Software Architect

Warren is responsible for high-level software design choices and selecting the best tools, platforms, and technologies for developing and delivering inQuba’s CX software platform. He helped build the inQuba platform from the ground up, including products such as Engage, Case Management, and Journey Analytics. He implemented the continuous delivery pipeline that automatically deploys inQuba’s software solutions globally. Prior to inQuba, he spent five years at Bosasa architecting and developing systems for vehicle maintenance, youth development centres, access control security, and job recruitment. He also spent two years at Korbitec developing legal practice management software. Warren holds an honours degree in Computer Science and Information Systems from the Nelson Mandela University.

Jon Salters

Non-Executive Director

Jon brings with him a wealth of experience in market research and technology enabled services in the insights domain.

Prior to being strategic advisor to inQuba, Jon spent four years at Vision Critical, the world’s leader in Insight Community solutions where he launched Vision Critical’s presence in Africa, re-launched their partner program internationally and was also integrally involved in the team that executed the spin-off of Vision Critical’s Research and Consulting business unit which became a cornerstone of the newly formed Maru Group.

Jon holds a GDE in Engineering Management and a B.Sc Mechanical Engineering (industrial Option) for the University of the Witwatersrand.

Antony Adelaar

Head: Product Marketing

Antony joined the inQuba story early, towards the end of 2011. He is responsible for the planning, design, production, marketing and release of inQuba’s CX software solutions to customers on 4 continents. Prior to managing product, Antony oversaw the account management team who in turn oversee inQuba clients using the full range of inQuba CX solutions.

Antony has ten years’ experience in market research across the African continent and across all major industries. Prior to inQuba, he headed up digital research at an agency, Yellowwood Future Architects, which specialises in strategy, research and design.

Antony completed post-graduate Leadership Development studies at Gordon Institute of Business Science (GIBS), following a Bachelor’s degree (Industrial Psychology) at the University of South Africa.

Trent Rossini

Co-Founder & CEO inQuba

Trent is responsible for all operational delivery, professional services engagement, product conceptualisation and delivery of inQuba software. Prior to joining inQuba, Trent was the CIO for Discovery Health and in 2003, was appointed as COO of PruHealth, Discovery’s UK joint healthcare venture with Prudential. He also spent several years consulting on various systems integration projects for Deloitte and Accenture.Trent holds a B.Sc.(Mech) Engineering from the University of the Witwatersrand and a Graduate Diploma in Industrial Engineering.

Micheal Renzon

Co-Founder & CEO inQuba North America

Michael Renzon is an entrepreneur and visionary and the driving force behind highly successful internet, technology, content and Customer Experience companies. He is an Endeavor Entrepreneur, the leading high-impact entrepreneurship movement around the world, and was named the Most Promising Entrepreneur of Entrepreneur Organization (EO) in 2006.

Michael’s thought leadership in Customer Experience and Customer Journey Management has been adopted by leading companies around the world who use inQuba’s analyst-rated Customer Journey SaaS Platform and Methodology to drive their customer experience transformation and customer journey optimization.

Michael holds an MBA from the University of Cape Town, an Honours Degree in Computer Science and a Bachelor of Economic Science Degree, both from the University of the Witwatersrand.

<h4>Link to CX series</h4>

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