When it comes to customer experience transformation, the discussion tends to focus on faster and more efficient digital channels. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

Quand on parle de transformation de l'expérience client, la discussion se focalise le plus souvent sur la rapidité et l’efficacité des canaux. Mais faute d’'intégrer pleinement la voix dans leurs parcours clients, les marques peuvent difficilement prétendre offrir une expérience client cohérente de bout en bout.

• AI & Automation is transforming the customer journey
• Customers require more joined-up service experiences
• Human Advisors need extra support
• Traditional contact centre technologies are merging with the Customer Engagement Centre market

The pandemic triggered an unprecedented demand for customer service, with both contact centres and digital channels seeing rapid growth. 

Outstanding customer experience (CX) begins with knowing what customers need and want – as well as their habits, preferences and aspirations.

• 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)

The "UK Customer Experience Decision-Makers' Guide (2022-23 – 5th edition)" is a major annual report studying the CX strategy, performance, operations and technology aspects of UK organisations. 

• 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 

• 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

In the latest episode in the Sabio series of ‘Get out of Wrap’ podcasts, Phil Jordan, Head of Contact Channel Automation & Self Service at HomeServe talks about how the team achieved operational results through the implementation of conversational AI with Sabio.

• Kisio selects Genesys Cloud as its new telephony system across 15 sites in France
• The strategic project is the first step in Kisio’s digital transformation journey 
• Sabio Group is providing technical implementation expertise and ongoing support and maintenance services