• The annual report studies the CX strategy, performance, operations and technology aspects of UK organisations
• 218 senior CX and customer contact professionals and 1000 UK consumers took part in the survey

• The digital customer experience (CX) transformation specialist is sponsoring Glasgow Caledonian University’s (GCU) ‘Software Development for Business’ course 
• Sabio is funding the prize for top performing third year undergraduate student of 2021/22  
• Sponsorship also includes donation to GCU’s STEAM Fund aimed at widening access and diversity into STEAM-related programmes 

• Sabio has been honoured with an ‘IMPACT 2022’ award for its efforts in promoting the importance of customer relations
• The digital CX transformation specialist was recognised following the success of its Disrupt event in Madrid in June
• The award was handed over by the Asociacion Espanola de Expertos en la Relacion con Clientes (AEERC)

Five companies – HomeServe, Royal London, Advanced, Computacenter and Welsh Water - took part in the research.

Highlights include:

• Customer service is a priority for organisations deploying AI and other digital technologies
• 47% use or plan to use automated customer service agents using conversational AI platforms
• 41% use or plan to use AI systems in an automated sales process
• Agents and agent wellbeing should be front of mind when introducing digital innovation 

• The digital customer experience (CX) transformation specialist adds workplace mental health & wellbeing platform provider, People Matter, to the Group
• The acquisition adds data-led and science-based insights to Sabio’s agent wellbeing proposition, boosting its focus on improving mental health in the contact centre
• Contact centre agent attrition rates are becoming a huge issue for enterprises, averaging 20% across Europe and costing an average 500-seat centre £1m annually

05/07/2022

Sabio Group, the digital customer experience (CX) transformation specialist backed by Horizon Capital has announced strong financial and operational performances in its annual report and accounts, published today.

• Syndicated in The Times, the Raconteur report brings together insights from leading businesses at the forefront of organisational transformation 
• Sabio’s CEO, Jonathan Gale, features in the report, taking a deeper look at the growth in customer interactions across an ever-increasing number of contact channels 
• Controlling data will be key for businesses in providing end-to-end customer journeys 

• More than 500 delegates attended the conference, which was held at the La Casa de Lector, Matadero de Madrid
• Event highlighted the digital customer experience (CX) transformation successes of companies across Spain and internationally
• Dr. Mario Alonso Puig and Daniel Lacalle delivered fascinating keynote speeches, with Dr. Puig closing the event
• Disrupt was hosted by journalist and TV presenter, Angie Rigueiro

• Newly released insight discusses how the Contact Centre, AI & Automation and Customer Relationship Management landscapes are overlapping 
• Today’s CX teams can no longer afford to remain isolated in their contact centre, service desk or CRM camps
• Voice channel should be brought into any unified digital channel experience for ‘true, single view of a customer that supports every part of the customer journey’
• Sabio’s insight was brought into focus during its flagship CX event, Disrupt UK

• Sabio secured ‘Partner Deal of the Year’ for its project with a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry 
• The digital CX transformation specialist was also named ‘Support Partner of the Year’
• Summit was held in Mallorca, celebrating Verint’s partners across the EMEA region