Seeing SpaceX launch a Tesla car towards Mars was pretty amazing. However, watching the Falcon Heavy rocket’s two side boosters perform a perfectly synchronised return to base was possibly even more impressive.
While Starman and his space Tesla – passed off as ‘just a bit of fun’ by Elon Musk – turned out to be one of history’s greatest marketing stunts, SpaceX’s simultaneous booster landing demonstrated just how much and how quickly the company has disrupted the space industry. Perhaps more significantly, it also made its concept of rocket reflight look almost easy!
SpaceX demonstrated that there really are no limits when smart technology is applied intelligently and with commitment. Certainly, that’s the case in the customer engagement arena, where we’re now seeing technologies that were cutting edge just a year ago now finding mainstream acceptance, whether that’s machine learning/AI techniques to profile customers and optimise voice interactions, or the latest omnichannel routing engine enabling a seamless transition from digital channels to live contact.
Perhaps we’re seeing a compression of the traditional Gartner Hype Cycle? Or maybe, like SpaceX, more and more organisations just want to make things happen much faster?
This week we’re focusing on the growth in voice-enabled businesses, looking forward to a world without smartphones, and examine how blockchain can help strengthen the customer experience.
- Dismiss voice-enabled businesses at your peril – With Google saying that over 20% of its Android searches are now via voice, businesses need to have a business model for voice in place
- For Generation Alpha, AI and the Internet will be indistinguishable – Forget Millennials, according to Inc. magazine Generation Alpha – those born after 2010 – will probably exist in a smartphone-free world
- Enabling smarter customers with BlockchainEnabling smarter customers with Blockchain – Insight into how blockchain technology – and specifically its concept of digital ledgers – can be used to empower customer engagement
Video: Addison Lee – The Heart of Customer Feedback
Addison Lee has transformed from a London private hire to a global business. Providing service around the world is at the heart of their business objectives.
Video: LV= Workforce Management Strategic Planning Story
LV= has been on a journey to evolve their Workforce Management activities by creating a better experience for their customers and employees.
Video: HomeServe – Speech Analytics Business Improvements Story
In this video case study, Alison Hanson, Director of Contact Centre Strategy at HomeServe discusses how implementing Speech Analytics has helped to identify pinch-points and process improvements to improve the customer experience.
White Paper: The guide to improving your contact centre Net Promoter Score
Research showed us that top performing companies with the highest NPS scores all understand the links between Operational, employee and customer insight.
Video: Highlights – Sabio’s Disrupt CX 2019
Sabio's Disrupt CX 2019 in April addressed the challenges organisations face in responding to customer experience requirements.
Brochure: SuperChannel – Digital Content Sharing
Often a customer process cannot be resolved during the first call. Subsequent interactions are usually required, whether by phone, email, or through other channels
Video: Hello, we’re Sabio
At Sabio we make sure your customer experience is brilliant, then stays brilliant.
Case Study: The White Company – Fully Automated CSAT Delivers 20% Increase in Response Rate
The White Company was looking to understand what customers really thought about their experience in the contact centre, and to know exactly where to focus on improving the service delivered
Video: Highlights: Bright’s House Warming Party
Bright, a Sabio company welcomes their clients and close contacts to the Blue Fin Building in Southwark on Monday 9th July 2018.
Video: Highlights: Sabio’s The Art of CX
Sabio's Art of CX conference enabled guests to learn more about the critical User Experience and design aspects of customer engagement
Video: Highlights: Sabio’s Transforming Customer Contact Conference
With a fantastic range of industry speakers and demonstrations, Sabio's Transforming Customer Contact Conference enabled guests to learn about new and innovative best in class technologies