What happens when a French work experience guest swaps the Mediterranean sun of Montpellier for the bustling energy of London? You get an eye-opening introduction to how a modern European CX specialist really works…
Flying into Heathrow for my first visit to London, I had no idea I was about to witness the inner workings of one of Europe’s leading customer experience (CX) organisations.
Sabio Group’s London headquarters sits high in the heart of the UK capital, a modern office space that immediately signals serious business…
The company differentiates itself as a true expert services partner for hundreds of organisations spread across the globe. These organisations are, from what I can see, split into three defined buckets;
- those that are looking to modernise their contact centre and customer service technologies;
- those that want to automate key areas or ‘broken processes’ in their customer journeys,
- or those that want to understand the ever-growing mountain of customer interaction data so they can make decisions that will improve their customer’s experiences
There is also a fourth bucket which is where Sabio’s expert services really comes to the fore – and that’s in helping those organisations that simply have little to no idea where to start their transformation journeys. It’s these organisations that require expert guidance on the best course of action to take.
That’s Sabio – and I was about to find out how they went about their business…
Day One: Welcome to the (well oiled) Machine
Within hours on day one, I’d gone from being the new French work experience intern to feeling part of something much, much bigger.
Natalie Lowton, the Sales Order Processing Team Leader, became my first guide into Sabio’s world of contracts and procedures. Watching her navigate the crucial stages of order management was like observing a master craftsperson at work. This wasn’t just bureaucracy for bureaucracy’s sake – every signature, every approval stage, every step was a cog in a machine designed to handle millions of pounds worth of business.
Then the realisation hit me: this is how big companies actually function. Not through grand gestures or boardroom decisions (although they are important!), but through the meticulous orchestration of processes that most people never see.
Tuesday: The AI Revolution (It’s Already Here You Know!)
If Monday was about understanding the foundations, Tuesday was about taking a glimpse into the future – and it was genuinely impressive.
Kevin McGachy, Head of AI Solutions, didn’t just explain artificial intelligence to me; he pulled back the curtain on projects that are reshaping how multinational corporations interact with their customers. We’re not talking about chatbots here – we’re talking about AI solutions that can analyse customer behaviour and intent, automate complex decision-making, and essentially support and augment the contact centre agent to help enhance both customer and employee experiences. Removing the mundane to encourage the memorable I’m sure one person put it…
The projects Kevin showcased weren’t theoretical. They’re live, they’re working, and they’re generating real results for household-name brands. It’s the kind of work that makes you realise we’re living through a technological revolution that most people haven’t fully understood yet.
Francesco Pili, a Chatbot Analyst, then showed me how to actually build and “teach” one of these digital minds. Watching a chatbot learn to respond more intelligently with each interaction was genuinely mesmerising. But what struck me most was the methodical approach – the careful consideration of every possible user journey, every potential misunderstanding, every edge case that could trip up the system.
This was precision engineering applied to artificial intelligence. And it was impressive.
Wednesday: The Human Behind the Machine
After two days of technology and processes, Wednesday brought me face-to-face with perhaps the most complex system of all: people.
Rosie Marrero from HR gave me something I hadn’t expected – a philosophical lesson disguised as a policy briefing. Every rule, every procedure, every seemingly arbitrary corporate directive has a story behind it. More importantly, each one represents someone’s attempt to solve a very human problem at scale.
How do you maintain company culture across multiple continents? How do you ensure fairness when dealing with hundreds of employees? How do you balance individual needs with organisational requirements? These aren’t abstract questions when you’re operating at Sabio’s scale – they’re daily realities that require constant attention and adjustment.
It was genuinely enlightening to see the human element behind corporate machinery. These policies aren’t created by faceless bureaucrats; they’re crafted by people who genuinely care about creating a workplace that functions for everyone.
Thursday: The Art of Corporate Storytelling
Joe O’Brien, Head of Communications, introduced me to something I’d never properly considered: the delicate art of corporate communication, particularly in the social media age.
Watching the team prepare for the WFM Community Day was like observing a theatrical production. Every face-to-face interaction, every post, every update, every conversation was carefully crafted to serve multiple audiences simultaneously but with consistency – customers, prospects, partners, and employees. The balance required is extraordinary: professional but personable, informative but engaging, corporate but human.
What fascinated me most was discovering how social media has become the primary battleground for corporate reputation. One poorly judged update can undo months of careful relationship building. On the flip side, one authentic moment of connection can open doors, and lots of them.
In a world where customers increasingly expect transparency and authenticity from the companies they work with, Sabio’s approach to communication felt refreshingly honest. They’re not trying to hide behind corporate speak – they’re genuinely trying to connect.
Friday: The Bigger Picture
Sarah Green, Head of Employee Value Proposition, handed me what initially seemed like a research project but turned out to be a masterclass in corporate responsibility. Analysing environmental, social, and governance (ESG) initiatives across the CX technology sector opened my eyes to a fundamental shift in how businesses operate.
What I realised was that companies, like Sabio, are genuinely grappling with their role in addressing climate change, social inequality, and ethical governance. The research revealed that in the CX tech industry, ESG isn’t an after thought, it’s at the forefront of corporate minds – and it’s becoming a competitive differentiator.
What struck me most was the complexity of balancing profit with purpose. It’s easy to criticise corporations for prioritising shareholder returns, but actually implementing meaningful change whilst maintaining business viability requires a level of strategic thinking that I’d never fully appreciated.
A Reality Check & Key Takeaways
Beyond the professional insights, this week gave me a real introduction to what it actually means to work in fast-paced business in a non-stop city such as London.
The pace is relentless – but enjoyable. There’s an energy to it that’s genuinely addictive. You feel like you’re at the centre of something important, surrounded by people who are genuinely trying to build something meaningful.
But here’s what struck me most about my week at Sabio: the sheer competence of it all. This isn’t a company coasting on past success or relying on flashy marketing to mask operational inadequacies. At every level, from order processing to AI development, from HR policies to communication strategies, I encountered people who genuinely knew what they were doing.
And this is what brings me to my real insight from my week in London: excellence isn’t accidental. It’s the result of deliberate choices, sustained effort, and a willingness to invest in getting things right rather than just getting things done.
I will now take what I’ve learned this week; the intensity, the precision, the relentless focus on excellence, back to France and into whatever I do next in my career.
To everyone at Sabio who made my week welcoming and helpful, thank you!
For more information on careers at Sabio, visit our careers page.