In the latest episode of our IPI Converse series, I had the pleasure of sitting down with Sat Sanghera, CEO of IPI, to explore the true meaning of innovation – what it looks like in practice, how it’s embedded in our culture, and where it’s headed next. Innovation is a buzzword in many industries, but at IPI, it’s more than a concept – it’s a driving force behind everything we do.
Client-centric innovation
At IPI, innovation begins and ends with our clients. Sat explains, “We look at innovation in a couple of ways. Firstly, how do we help our clients achieve outcomes that enable them to provide exceptional customer service? That’s our purpose: delivering exceptional customer contact.”
Whether it’s developing cutting-edge technology, reimagining services, or empowering teams to deliver greater value, IPI places innovation at the heart of customer experience transformation. It’s about more than just tools – it’s about creating an environment where people feel supported to innovate both internally and externally.
A culture that champions ideas
For Sat, innovation isn’t just a leadership priority, it’s a personal passion. “I love learning and constantly challenging myself to think differently,” he says. “Innovation isn’t just about technology – it’s about rethinking how we meet clients’ needs.”
At IPI, that culture of continuous improvement is built into the way we work. From encouraging ideas across every level of the business to rethinking traditional processes, innovation is seen as an ongoing journey rather than a destination. It’s not about waiting for the next big invention, it’s about consistently improving how we collaborate, communicate, and create value.
Empowering people to innovate
One of the most powerful takeaways from our conversation was the way IPI encourages grassroots innovation. “The word ‘innovation’ can often be misunderstood,” Sat shared. “People tend to think of it as creating something groundbreaking, like an iPhone. But it’s also about introducing new ideas, methods, or improvements.”
At IPI, our people forum and Innovate events give team members and clients a platform to share feedback, ideas, and aspirations. Whether it’s enhancing services, streamlining workflows, or introducing smarter technologies, innovation at IPI is shaped by the voices of those who use and build our solutions every day.
Emerging tech and the future of Contact Centres
Looking ahead, Sat sees AI as a transformative force for the industry. “AI is going to challenge and potentially change all processes, industries, and companies – including our own,” he notes. IPI is already integrating generative AI into its solutions, including our CCaaS platform ElasticCX, which aims to empower Contact Centre agents with real-time insights to deliver exceptional service.
In addition to AI, Sat highlights the growing importance of data and analytics. By combining intelligent automation with data-driven decision-making, IPI is helping clients meet their evolving needs in a smart, scalable way.
Advice for leaders driving innovation
For leaders looking to embed innovation into their organisations, Sat offers simple but profound advice: stay curious. “There’s no simple formula, but fostering a culture of learning is essential. Always be thinking about how you can do things differently to add value.”
In a fast-moving digital landscape, staying ahead means embracing change, listening to clients, and committing to lifelong learning. At IPI, innovation isn’t just about keeping pace – it’s about setting the pace, together.
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Jane is Head of Marketing at IPI with over 30 years experience in the IT marketing arena. Passionate about driving change through innovative technologies and highly focused on delivering IPI’s core messages to it’s clients and prospects.
