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Wynand Smit

Wynand Smit

CEO of INOVO.

With over 10 years of operational and strategic experience in the South African contact centre industry, Wynand Smit's understanding of technology and its application to business has benefited multiple organisations across a variety of industries. As CEO of contact centre solutions provider INOVO, he is passionate about using the contact centre as a platform to drive positive change in a business.

Articles

BI and Data Analytics

Mar 8, 2022

The real business opportunity in data

When it comes to customer and contact centre interactions, data is an invaluable asset that can translate insights and analytics into potential and possibility.

Wynand Smit

BI and Data Analytics

Dec 9, 2021

Shake it up, CX! In 2022 the trends are all about you

Customer experience, customer engagement, customer, customer, customer – the future of the contact centre pivots around people.

Wynand Smit

Enterprise Solutions

Sept 28, 2021

The cloud relationship: It’s complicated

When it comes to the cloud, one size does not fit all, it doesn’t work with just one click, and speed is still very much of the essence.

Wynand Smit

BI and Data Analytics

Apr 29, 2021

Customer experience: Get the basics right and the sky is the limit

To measure up to customer expectations, businesses should start with the data they already have and work towards building a solid base before investing in the latest technology.

Wynand Smit

BI and Data Analytics

Nov 25, 2020

2021 contact centre trends everybody should be watching

Innovation, transformation, automation – the trends of 2021 are defined by the events of 2020, which made companies take alternative approaches to customer engagement.

Wynand Smit

BI and Data Analytics

Jun 18, 2020

Evolution of BI in customer experiences

Disparate. Disrupted. Disorganised. The face of intelligence is changing.

Wynand Smit

Apr 20, 2020

Cloud and the contact centre: Key considerations

The contact centre is one of the primary touchpoints for building client connections, and cloud is a powerful ally in the war for customers.

Wynand Smit

Feb 7, 2020

The practical realities of contact centre trends in 2020

While the potential of innovative contact centre technologies can be tempting, companies must first be certain these will solve business problems.

Wynand Smit

Oct 11, 2018

Knowledge is power in customer service

Enabling contact centre staff to be more efficient and motivated enhances customer experience and helps retain and attract employees.

Wynand Smit

Sept 12, 2018

Shifting to bots in challenging retail environment

Any IT investment should be flexible enough to adapt to dynamic market conditions and the shifting needs of customers, says Wynand Smit, CEO of INOVO.

BI and Data Analytics

Aug 23, 2018

Pinning down the elusive 'single customer view'

Understanding customers, their preferences and the ways these evolve allows companies to speak directly to them as individuals.

Wynand Smit

Enterprise Solutions

Jun 12, 2018

Choosing the right process optimisation solution

In the contact centre environment, the differences between business process management and robotic process automation may not be immediately apparent, says Wynand Smit, CEO of INOVO.