From Regulation to Innovation: My ‘Behind the Scenes’ view of CX Specialist at Sabio Group

My walk to Sabio’s London headquarters wasn’t as daunting for my internship as it might be for others – my dad is, after all, the company’s Chief Innovation Officer! 

However, I was still a little nervous about what my week would be like immersed in a company that has grown into arguably the leading customer experience (CX) and contact centre technology specialist in Europe…

I was soon to find out that Sabio offers a dynamic and diverse working environment – one that is fast paced and challenging, but immensely enjoyable and interesting. 

I had the privilege of spending a week working in various departments, gaining invaluable insights into the inner workings of the company.

For others thinking of joining Sabio or even looking at a career within the wider CX industry, here's a glimpse into my experience:

A Warm Welcome & Day with the IT Crowd 

My journey began with a warm welcome from Rosano Marrero, Sabio’s Lead People Partner with the business’ People team, who introduced me to life at the Blue Fin offices – a huge building in the Southwark area of the city. This was a great first impression of what I could expect during the week, as well as an insight into the people and roles that I would be shadowing. 

The day continued with Arif Malik, a Senior Support Engineer within Sabio’s IT function, who not only set up my laptop but also gave me a crash course in Sabio's device management. The afternoon was spent shadowing Arif, learning efficient problem-solving techniques for both in-person and remote IT issues. A really interesting, first day. 

Marketing, Networking and Exploring DORA 

Sabio’s VP of Marketing, Craig Pumfrey, gave me a comprehensive overview of Sabio's marketing, sales, and general business operations, providing some great insight and background into the company’s history, evolution and current proposition and positioning in the market. Craig painted a colourful picture of Sabio and its capabilities, as well as the company’s reach across the globe and the size of the organisations it works with. It was also fascinating to hear about the complexities of the CX market, the technologies that are being used and deployed within it as well as the vendors that are established and others that are disrupting the industry. 

The highlight of this day was shadowing Chief Technology Officer, Rob Scutchings, the company’s Head of Communications, Joe O’Brien, and Financial Services Commercial Manager, James Dodson, at a DORA-focused event at the Walbrook Club. The Walbrook Club is London’s only family-owned and managed private members’ club, and it was here that I witnessed for the first time Sabio's expertise in action in an external environment.  

James led the event, introducing Rob and Adele Turner, a Senior Director at Baringa, who expertly explained the upcoming DORA (Digital Operational Resilience Act) regulations and Sabio's role in helping firms adapt. Joe and I documented the event, capturing key quotes and talking points from the presentations and Q&As afterwards, as well as some nice images to showcase the event on Sabio’s social media channels.  

Overall, the event was run perfectly and was extremely informative, portraying the excellent communication skills Sabio has (and we also had a nice lunch!)  

Sales Deep Dive and Meeting Genesys 

Jon Brooks, Commercial Director for Sabio who manages Financial Services, Retail, Manufacturing and CPG in the UK, introduced me to the sales department, and also shared his invaluable industry experience. It was great chatting to Jon as he ran me through not only the intricacies of the sales function he manages and the skills required to be a success, but also his background and how he got into the industry and his role today.  

Jon then introduced me to Tom Ward and Olivia Petropolous who both offered insights into new customer acquisition and retention strategies, respectively. Both Tom and Liv were great in helping me to really paint a picture as to the different approaches when trying to gain a customer compared to retaining an existing one. It is a vital aspect of Sabio’s business and one that, when successful, allows all parts of the business to flourish. 

The day culminated in a visit to the Genesys office in nearby King’s Cross. Here Sabio’s team showcased the synergy between the two companies and presented innovative technologies created and developed by Sabio that complemented Genesys’ IP. As it turns out, Sabio is Genesys strongest partner, particularly in the UK, as well as being their most certified and accredited. This was a real insight into how Sabio understands it’s key partners – in this occasion Genesys - and how the company can help them succeed in what is clearly a very competitive marketplace.  

The evening ended with networking at a local bar and restaurant, strengthening business relationships. It was really interesting for me to get a real insight into what makes these companies successful – the technology is key, but it is in building and strengthening relations with key individuals, deeply understanding their business and strategy that is clearly just as important… 

Project Management, Customer Experience & Key Clients 

My final day was dedicated to project management.  

Gemma Thomas, Programme Manager, provided an overview of project and program management roles, including the project life cycle. I joined calls with project managers, learning about their daily challenges and current activities. A project handover demonstration showcased the team's efficiency. 

Post-lunch, Paula Hildreth, a Conversational UX Consultant, ran me through the importance of a customer experience mindset and the potential of new innovations when delivering a project. Service Manager, Jamie Darby, then offered insights into managing projects for key clients, such as Rentokil and Homeserve, explaining how Sabio supports them, including providing me with an insight into Sabio’s prioritisation strategies for these key clients. The day concluded with a checkpoint call between Sabio and a well-known, global gaming company, demonstrating how Sabio maintains and nurtures client relationships on a day-by-day basis. 

Reflection: 

My week at Sabio was a great experience and one that really gave me a true insight into what makes multi-faceted and cross-geographical companies successful. It revealed a company that thrives on innovation, collaboration, and customer-centric solutions. From IT support to sales strategies, from project management to client relations, every department and every individual plays a crucial role in Sabio's success. 

What stood out was the seamless integration of different teams, the emphasis on building and maintaining strong partnerships, and the company's commitment to staying ahead of regulatory changes like DORA. The blend of technical expertise and interpersonal skills was evident in every interaction, showcasing why Sabio is a leader in CX technology. 

For anyone considering a career at Sabio, expect a fast-paced, collaborative environment. It's a place where innovation meets execution, and where every day brings new challenges and opportunities to make a real impact in the world of CX.