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

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.

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

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.

The assistance revolution is here, as chatbots and voice assistants transform business.

Three distinct areas can become part of a strategy that achieves those goals: data, time and resources, says CEO of Inovo, Wynand Smit.

The customer experience is best when it's up close and personal.

Companies must harness competitive behaviour to break down departmental silos, says Wynand Smit, CEO of INOVO.

Data humanisation contextualises the data in order to make customer interactions more natural.

The customer experience is a central theme for contact centre trends in 2018.

The technology advancements work congruently in the retail environment.

The immediacy of retail means it's the perfect place to monitor customer experience and introduce improvements.