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Wynand Smit is CEO at INOVO, a leading contact centre business solutions provider.
Embrace self-service to improve customer experience

Irrespective of industry sector, 81% of customers want to take matters into their own hands and solve queries before reaching out to a contact centre agent...

By Wynand Smit 17 Feb 2020

How to prepare your contact centre for an AI-driven future

There can be no doubt that every business and operational team has to get ready for a future in which Artificial Intelligence (AI) plays a key role...

By Wynand Smit 15 Oct 2019

Prevent poor customer service from killing your brand

SA businesses are faced with a difficult task. They have to find ways to survive in the face of ongoing political uncertainty, eroding investor confidence, and declining consumer spend...

By Wynand Smit 19 Aug 2019

Tech won't kill the contact centre, it'll make it more powerful

Over the past few years, there have been increasingly dire predictions that automation and technology will be the major job killer of our generation...

By Wynand Smit 30 Apr 2019

Building customer relationships in an age of disloyalty

Is loyalty from customers still an expectation? Probably not... Wynand Smit from Inovo reckons it's more about building relationships, and that takes special insights to get right. That's something businesses have in common across the continent...

By Wynand Smit 25 Mar 2019

4 common customer service mistakes in hospitality

The hospitality industry is a complex one; it comes with high expectations for service excellence, whether that's from valuable conferences hosting hundreds to the intrepid single traveller looking forward to a relaxing break.

By Wynand Smit 27 Feb 2019

Rethinking the relevance of big data

With consumers manipulating the way they come across on social media as well as online channels, marketing campaigns using data to reach them can go awry and mess with your CX strategy...

By Wynand Smit 1 Feb 2019

2019 predictions: The CIO will govern

Silos - the word seemingly depicts a neat environment where things tick along or one where everything is operating in disparate chaos, the left hand clueless as to what the right hand is doing...

By Wynand Smit 14 Jan 2019

Safeguard your customer relationships this Black Friday

Black Friday is here to stay: as part of a retail festival that entices consumers in their millions to part with their cash, it's another way of increasing revenue just before the festive season officially kicks in...

By Wynand Smit 13 Nov 2018

Recession-beating tips for customer retention

Stats SA recently announced the news of a second quarter fall of 0.7% in the Gross Domestic Product, and that this has officially plunged us into a recession. What should be of concern to companies is the burden of such a recession on consumers....

By Wynand Smit 5 Oct 2018

The "end" of the shopkeeper (and other retail trends)

Self-service retail is swooping across the globe; from online shopping to self-checkout, there's a growing trend in retail environments that focuses on driving efficient and seamless processes to enhance service and CX...

By Wynand Smit 29 Aug 2018

Tapping into data for enhanced tourism experiences

Large tourism enterprises across the globe are snapping up apps, business solutions and more to ensure that they're part of the digital revolution, but are these emerging technologies translating to an excellent visitor experience?

By Wynand Smit 2 Aug 2018

Maximising ROI without compromising on CX - top tips

Business-wide strategies are complex - each department operates with structured KPIs that may include boosting profitability, customer feedback ratings, or a host of other criteria - the trick is to ensure that all these departments operate in concert with each other...

By Wynand Smit 31 Jul 2018

Chasing the dream of the single view of the customer

In business, your company needs to get as deep into the minds and interaction habits of your customers as possible. Too often, however, the single view of the customer is viewed as unattainable, a marketing smokescreen that can obscure business strategy and confuse communication efforts...

By Wynand Smit 14 Jun 2018

Data-driven processes to drive e-commerce campaign success

Every year, online retailers market their Mother's Day promotions, but many continue to do so with what appears to be little regard for what their customers want or need...

By Wynand Smit 11 May 2018

Empathy - a two-way street in customer service

It's no secret that personalisation is essential in developing a successful customer experience. Central to that is getting to know all you can about your customer and using that information to drive the interaction...

By Wynand Smit 18 Apr 2018

Three reasons BYOD dominates in tourism

'Bring your own device' is frowned upon in many professional sectors, with legitimate fears around data security. Hospitality-based businesses, however, should not ignore the fact that their market is dedicated to a culture of BYOD...

By Wynand Smit 12 Apr 2018

Three applications for video in channel communication

Wynand Smit takes a fresh look at how video can be used in the channel environment, like how AI-enabled video screens can "learn" from the data you create when interacting with them...

By Wynand Smit 7 Mar 2018

Why it's time to reevaluate your customer communication, starting with email

Email is by no means going the way of the fax machine just yet; most companies use it, and yet most don't use email very well...

By Wynand Smit 13 Feb 2018

New era of retail an opportunity for enhanced customer experience

In the mid to late 90s the number of internet businesses grew exponentially. Since consumers were getting connected in their millions, this space was ideal for entrepreneurs to create hype around projected profitability...

By Wynand Smit 11 Jan 2018

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