DATA SHOULD BE AT THE HEART OF CUSTOMER EXPERIENCE

It's vital that CX teams collect the right customer data and use it correctly.

Todays’ CX teams can’t afford to remain isolated in their separate contact centre, service desk or CRM camps. The pressure for brands to differentiate via their customer experience now makes any CX technology decisions taken more important than ever.

Public cloud, Private cloud or Hybrid?

Cloud transformation has the potential to bring about rapid change, a deeper understanding of your customers, and better working practices for your agents.

Established in Bath in 2002, Lovehoney is a market-leading pleasure products brand. Its focus on exceptional product innovation, customer service and marketing has placed Lovehoney at the forefront of developments in the sexual wellbeing market.

• Sabio has completed a ‘transfer of business’ from Sopra Steria Denmark A/S 
• The agreement extends Sabio’s reach into Denmark, positioning it for growth across the Nordics including Norway, Sweden, Finland and Iceland
• Also strengthens Sabio’s capabilities and expertise regionally

Sabio Console is the essential AI hub that saves valuable internal resource and maximizes ROI by reducing the volume of transactional queries into your contact centre. 

With Sabio Console your organisation can rapidly deploy conversational AI across multiple communication channels. Its seamless integration with market-leading AI technologies gives freedom to select tools that are right for your CX and leverage existing AI investments. 

Recent news articles are telling us that the world of voice assistants is struggling, with the latest industry murmurings involving Amazon’s Alexa and it being described as a “colossal failure” rumoured to be losing $10 billion a year.

Over the last few weeks, you would have heard lots of noise about ChatGPT, the new model for conversational AI that was launched by OpenAI – the AI research and deployment company – at the end of November.

With challenges in recruitment and stubborn levels of attrition impacting almost all organizations in the contact centre sector, it’s hardly surprising that wellbeing remains firmly in the spotlight. However, if we’re serious about creating lasting and effective wellbeing strategies, then it’s important that – as an industry – we start to be much more precise when addressing the topic.

Generative AI tools – such as ChatGPT – have captured the minds of everyone across the technology spectrum and beyond.

• Appello has migrated to a new Genesys Cloud contact centre
• Project includes bespoke integration to Appello’s telecare platform as well as CRM integration with Microsoft Dynamics
• Sabio supported the migration, as well as providing network services & managed services support in a multi-year agreement

The wellbeing of colleagues in the contact centre has a direct impact on productivity, as it affects absence, attrition and quality.

It is against this backdrop that the CCMA publishes this research into colleague wellbeing, the most comprehensive and authoritative ever conducted for the contact centre community.

Sabio’s Dr. Phoebe Asquith – a Dr of Psychology – takes part in the latest Sabio-sponsored Get out of Wrap podcast session, sharing her knowledge on psychology in general but with an increased focus on the importance of positive mental health & wellbeing in the contact centre industry. 

At Disrupt 2023, Seb Reeve, Strategy Director at Microsoft takes the stage to talk about Open AI and ChatGPT and what it means for CX.

Disrupt 2023 took place on 7th February at the Brewery in London. We had a packed agenda focused on the future of Contact Centre, AI & Automation and CRM technology. 

Disrupt brings together successful organisations, technology partners and industry experts, covering topics that drive exceptional customer experience.

Sabio's CIO, Stuart Dorman takes to the stage to open the event in his Welcome to Disrupt presentation.

At Disrupt 2023, Eugene Neale, Director of Business IT and CX Engineering, loveholidays takes the stage to present Pushing the Boundaries of AI & Automation.

At Disrupt 2023, Consuelo Remmert, General Manager, Head of International, Afiniti takes the stage to present Technology in the Service of People. How AI can Transform your Contact Centre.

At Disrupt 2023, Sabio's CIO, Stuart Dorman, hosts CX - Digital Transformation in Action. Joining the discussion were:

• Nessa Marriott, Commercial Director, makepositive - part of Sabio Group
• Lucy Auckland, Core Product Director, Awaze

At Disrupt 2023, Leigh Hopwood, CEO of CCMA hosts the Diversity in Technology panel discussion. Joining the panel were:

• EJ Cay, VP UKI, Genesys
• Camelia Suciu, Senior Manager, Solutions Engineering - Contact Center, Twilio
• Anna-Marie Crowley, Chief Human Resources Officer, Avaya
• Vicky Nisbet, Senior VP Communications, Media and Technology, Salesforce

At Disrupt 2023, Sabio's CIO, Stuart Dorman hosts the discussion, CX - Views from different industries. Joining the discussion were:

• Jen Sharp, Contact Centre Director, DHL
• Jennifer Wells, Head of Contact Centre Services, Transcom
• John Gilbert, Transformation Director, Atlanta Group

At Disrupt 2023, Sabio's Phoebe Asquith, Senior Business Consultant presents 'In It Together' - Using Data to Create a lasting and Effective Wellbeing Strategy.

Martin Teasdale, Founder, Get Out of Wrap hosts the panel discussion 'Stories from the Frontline'. Joining the panel were:

• Stephen Yap, Research Director, CCMA
• Nick Wingrove, VP Solution Consulting, GENESYS
• Daniel Fretwell, Quality Assurance Manager & Training Lead, The Cotswold Company
• Karolina Watkins, Customer Relations Centre Team Leader, Nespresso UK & RoI
• Parveen Jamal, Contact Centre Team Manager, DDC Outsourcing Solutions

At Disrupt 2023, Sabio's Melodie Hindmarch presents the Technology Track, The Potential of CX - Three Worlds Converging. Topics and speakers in this session were:

• The Contact Centre Potential - Angela Clarkson, Head of Business Consulting, Sabio
• The AI & Automation Potential - Phil Jordan, AI & Automation Specialist, Sabio
• The CRM Potential - Philip West, Delivery Director, makepositive - part of Sabio Group