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.

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.


Transforming CX through operational excellence

INOVO and Enghouse Interactive have joined the Customer Experience Africa Summit for 2018 as silver co-sponsors.


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.

Jun 8, 2018

Happy helpers

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


Predicting CX success

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


Mind the gap

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


Craving a human touch

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


Contact centre intelligence: turning insights into excellence

Managing customer service in the contact centre environment requires focused metrics that shine the spotlight on areas of strength and weakness, says INOVO.


Setting service level expectations to gratify your customers, now

An appetite for immediate gratification driven by the consumer adoption of platforms such as WhatsApp, has led to the expectations of service evolving, says INOVO.

Nov 14, 2017

Security vital for contact centres in 2018

Companies must look to voice authentication for enhanced security measures that prevent hacking and fraud, says Inovo.

Nov 9, 2017

A culture of change

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