Whether it’s chatbots, intelligent assistants, natural language processing, machine learning or big data, it’s hardly surprising that much of the Conversational Commerce debate centres on technology. However, even the best Virtual Assistant solutions require ongoing optimisation if they’re to succeed for organisations and their customers.

What would someone who has benchmarked over 1,000 contact centres annually, list as the key things the industry need to improve?

Sabio holds regular Executive Forums where we host CEOs, CIOs and CMOs from leading brands to discuss key issues shaping customer experience.

With 300 million voiceprints now authenticated globally, it’s no wonder that Nuance says we’re now experiencing a ‘biometric boom’.

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.

When it comes to customer journey friction points, payment usually comes top of the list. However, in opening its new checkout-free Amazon Go store in Seattle, Amazon hopes to revolutionise the way we shop.

Keen technology observers may have initially been underwhelmed by this year’s CES 2018 show in Las Vegas, but there was clear evidence of massive ongoing investment in voice control across all platforms and gadgets.

With the EC’s MiFID II Markets in Financial Instruments regime coming into effect last week, it’s clear that 2018 is set to be a year characterised by regulatory change and compliance efforts.

The news that Avaya has officially emerged from its restructuring process is a great way to end 2017, and re-assuring for the whole extended Avaya community as the company moves into 2018 stronger than ever.

Earlier this month, leading UK digital retailer took advantage of the proactive intervention capabilities of Sabio’s MaaS Monitoring-as-a-Service solution to prevent a potential outage in the run-up to Black Friday.

Sabio’s customers continued to set the standard at this week’s Verint Engage EMEA 2017 Annual Customer Awards, winning two out of the six available EMEA categories.

Given the high quality of winners of last night’s European Contact Centre & Customer Service Awards (ECCCSAs) it’s perhaps initially hard to square this celebration of service excellence with reports this week that both UK and US customer service indexes are dropping in overall CX quality.

• Sabio received the award at Westcon’s annual partner summit, ‘IMAGINE 2022’ 
• The digital CX transformation specialist was recognised for its ‘outstanding performance in regional growth’ and for its success in ‘cloud technology adoption’ across EMEA