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Results for Wynand Smit

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#LockdownLessons: INOVO embraces cloud-based solutions
#LockdownLessons: INOVO embraces cloud-based solutionsArticle

#LockdownLessons explores the impact of the Covid-19 pandemic on businesses...

Evan-Lee Courie 21 May 2020

Embrace self-service to improve customer experience
Embrace self-service to improve customer experienceArticle

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...

Wynand Smit 17 Feb 2020

#BestofBiz 2019: Tourism
#BestofBiz 2019: TourismArticle

We've compiled our annual #BestofBiz 2019 lists across all our industries featuring our most popular articles, most-read contributors and brand press offices with the most views...

17 Dec 2019

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

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...

Wynand Smit 14 Oct 2019

Prevent poor customer service from killing your brand
Prevent poor customer service from killing your brandArticle

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...

Wynand Smit 19 Aug 2019

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

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

Wynand Smit 30 Apr 2019

Building customer relationships in an age of disloyalty
Building customer relationships in an age of disloyaltyArticle

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...

Wynand Smit 25 Mar 2019

4 common customer service mistakes in hospitality
4 common customer service mistakes in hospitalityArticle

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.

Wynand Smit 27 Feb 2019

SA REIT sector set for re-rating
SA REIT sector set for re-ratingArticle

As South Africa's real estate investment trust (SA REIT) sector heads for a re-rating, investors are optimistic of the sector rallying this year or next...

12 Feb 2019

Rethinking the relevance of big data
Rethinking the relevance of big dataArticle

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...

Wynand Smit 31 Jan 2019

2019 predictions: The CIO will govern
2019 predictions: The CIO will governArticle

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...

Wynand Smit 11 Jan 2019

SA REIT sector to focus on improved governance in 2019
SA REIT sector to focus on improved governance in 2019Article

According to Wynand Smit, real estate analyst at Anchor Stockbrokers, "The performance of SA REITs in the coming year will be influenced by improving levels of confidence in the listed property sector."

11 Jan 2019

#BestofBiz 2018: Retail
#BestofBiz 2018: RetailArticle

Discover the most read content on Bizcommunity's Retail site over the past year below...

14 Dec 2018

Safeguard your customer relationships this Black Friday
Safeguard your customer relationships this Black FridayArticle

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...

Wynand Smit 13 Nov 2018

(c) racorn -
Recession-beating tips for customer retentionArticle

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....

Wynand Smit 5 Oct 2018

Why knowledge is power in customer service
Why knowledge is power in customer serviceArticle

Fostering a culture of continuous learning is essential in today's business environment, but companies find this principle difficult to implement...

Wynand Smit 4 Oct 2018

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

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...

Wynand Smit 29 Aug 2018

Tapping into data for enhanced tourism experiences
Tapping into data for enhanced tourism experiencesArticle

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?

Wynand Smit 2 Aug 2018

Maximising ROI without compromising on CX - top tips
Maximising ROI without compromising on CX - top tipsArticle

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...

Wynand Smit 31 Jul 2018

Chasing the dream of the single view of the customer
Chasing the dream of the single view of the customerArticle

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...

Wynand Smit 14 Jun 2018

Data-driven processes to drive e-commerce campaign success
Data-driven processes to drive e-commerce campaign successArticle

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...

Wynand Smit 11 May 2018

Empathy - a two-way street in customer service
Empathy - a two-way street in customer serviceArticle

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...

Wynand Smit 18 Apr 2018

Three reasons BYOD dominates in tourism
Three reasons BYOD dominates in tourismArticle

'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...

Wynand Smit 11 Apr 2018

Three applications for video in channel communication
Three applications for video in channel communicationArticle

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...

Wynand Smit 7 Mar 2018

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

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...

Wynand Smit 13 Feb 2018

New era of retail an opportunity for enhanced customer experience
New era of retail an opportunity for enhanced customer experienceArticle

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...

Wynand Smit 10 Jan 2018

Wynand Smit, CEO of Inovo
#BizTrends2018: Enhancing the customer experienceArticle

In South Africa, technology implementation is largely reactive - we're a nation of cautious adopters - yet there are many innovations likely to gain a stronger foothold in 2018 in the financial sector...

Wynand Smit 3 Jan 2018

#BestofBiz 2017: Retail
#BestofBiz 2017: RetailArticle

We've compiled our annual #BestofBiz 2017 lists across all our industries featuring our most popular articles, most-read contributors and brand press offices with the most views...

14 Dec 2017

#BestofBiz 2017: ICT
#BestofBiz 2017: ICTArticle

Discover the most read content on Bizcommunity's IT and Telecommunications site over the past year below...

14 Dec 2017

#BestofBiz 2017: Finance
#BestofBiz 2017: FinanceArticle

Discover the most read content on Bizcommunity's Finance & Insurance site over the past year below...

14 Dec 2017

Redefine expands in Poland
Redefine expands in PolandArticle

Redefine Properties has advanced its geographic diversification strategy by buying a strategic 25% stake in a €1bn retail portfolio of 28 assets across Poland...

Alistair Anderson 7 Dec 2017

Echo Polska Properties to buy major retail portfolio in Poland
Echo Polska Properties to buy major retail portfolio in PolandArticle

Echo Polska Properties (EPP), the Polish invested and JSE-listed company, will acquire a portfolio of 12 major shopping centres and retail parks in a deal worth €692m (R11.2bn)...

Alistair Anderson 6 Dec 2017

Safeguarding your customers against the threat of identity theft
Safeguarding your customers against the threat of identity theftArticle

A recent data breach exposed the personal information of 30-million South Africans, including emails, ID numbers, addresses and contact numbers, and, in some cases, even passwords...

Wynand Smit 17 Nov 2017

Enhancing cross-channel communication in financial services
Enhancing cross-channel communication in financial servicesArticle

Financial institutions, like any other businesses, have customers whose preferences have shifted to digital channels...

Wynand Smit 16 Oct 2017

Alberto Giacomazzi ©
Who killed the iPod? Staying relevant to a restless generationArticle

Who killed the iPod? The reality is that developing technology and the marketplace dictated the change. Video did not kill the radio star, it just changed the platform preferences...

Wynand Smit 14 Sep 2017

Strictly business, but personal
Strictly business, but personalArticle

In the movie, The Godfather, Michael Corleone, as played by Al Pacino, utters the immortal line to his on-screen brother, “It's not personal, Sonny, it's strictly business.”

Wynand Smit 11 Aug 2017

The power of personalisation in customer service
The power of personalisation in customer serviceArticle

Recently I came across a radio interview with a “personal branding specialist”. Addressing the listeners, the guest spoke of the importance of clearly defining who you are...

Wynand Smit 20 Jun 2017

Chatbots as part of an integrated customer service strategy
Chatbots as part of an integrated customer service strategyArticle

You can have all your communication channels lined up and ready to go, your agents trained to help via phone, email, SMS, web chat and via social media, but you could be missing a trick...

Wynand Smit 29 May 2017

Gamification makes work more human
Gamification makes work more humanArticle

Millennials catch a lot of flak for expecting the world to be their proverbial oyster. Nowhere is this truer than in the workplace. But what if the problem isn't millennials?

Wynand Smit 3 May 2017

Making customer feedback pay off
Making customer feedback pay offArticle

The entire customer journey, whether in sales or customer service, must be as seamless as possible and working with feedback from your customers is the best place to start...

Wynand Smit 20 Mar 2017

Putting customers first
Putting customers firstArticle

Business has always been built around the customer, and recent developments are forcing companies to examine their business processes...

Wynand Smit 14 Feb 2017

#BestofBiz 2016: Retail
#BestofBiz 2016: RetailArticle

We've compiled our annual #BestofBiz 2016 lists across all our industries featuring our most popular articles, most-read contributors and brand press offices with the most views. Discover the most read content on Bizcommunity's Retail portal over the past year below.

8 Dec 2016

(c) Wavebreak Media Ltd -
Demand for personalised service increases 52%Article

Verint Systems has noted in its 2016 research an increase of 52% in customers preferring customised service. This year, eight out of ten customers prefer it when service is personalised to them. It is apparent that market preferences are developing at a rapid rate and companies need to develop in time with their consumers...

Wynand Smit 7 Dec 2016

Welcome holiday rush challenge
Welcome holiday rush challengeArticle

High season is relied on by many businesses to counteract quieter months and to build cash reserves for the year ahead. This surge in business can bring with it challenges, too, such as...

Wynand Smit 28 Nov 2016

The high costs of cutting corners
The high costs of cutting cornersArticle

The process of upgrading company technology must be aligned with company budgets, whether this is a rolling budgetary inclusion...

Wynand Smit 15 Nov 2016

(c) Cathy Yeulet -
Three back-office hacks for improved customer serviceArticle

Communication, time and resolution work in relationship with one another and can all be improved. If they're made more efficient, the customer service machine will be faster and smoother, ensuring that what needs to get done does, and that customers experience great service, boosting loyalty and more business...

Wynand Smit 8 Nov 2016

Appointment of POPI Information Regulator could mean earlier implementation
Appointment of POPI Information Regulator could mean earlier implementationArticle

The appointment of an Information Regulator on 26 Oct means that the Protection of Personal Information Act is coming into effect sooner rather than later. Wynand Smit notes that this will have a tremendous impact on the way companies do business in 2017, with regards to how they obtain, store and dispose of customer information...

Wynand Smit 3 Nov 2016

123RF
Slick complaint resolution tacticsArticle

How a company deals with complaints is a game-changer; the process should not be viewed merely as dealing with annoying customers, but as an opportunity for improved service delivery...

Wynand Smit 24 Oct 2016

123RF
Improvements to contact centre environment should be incrementalArticle

With new or greater demands, the business offering and its supporting processes must be developed to retain and attract more customers...

Wynand Smit 6 Oct 2016

Source: IT News Africa
Big Data is watching - embrace the benefitsArticle

Consumers are getting wise to brand activities and the collection of big data - but it's not as simple as they may assume...

Wynand Smit 23 Aug 2016

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