B2C retailers are facing unprecedented market conditions as the industry undergoes a massive transformation. The last 24 months have seen particularly acute business transition caused by the global pandemic, forcing a sudden shift towards more digital operations and socially distanced working patterns. As a result, the retail industry has seen rapid growth in online activity, especially in the UK.

Sabio Group has published the second edition of its annual customer experience (CX) index – with interesting trends emerging in customer loyalty, interaction channels and overall CX.

The annual Sabio Incex study analyses the needs and expectations of Spanish customers across eight main industries, including Banking, Insurance, Telecommunications, Utilities, Transport, Logistics, Hotels and Retail.

This is your chance to secure your place and the industry's leading CX, digital and people transformation event.

Sabio Group’s Salesforce CRM consultancy business, ‘makepositive’, has secured a multi-year contract with CityFibre, the UK’s largest independent full fibre platform, which has recently completed 25% of its 8 million home rollout to a third of the UK market, including 800k businesses, 400k public sector sites and 250k 5G access points.

CityFibre’s digital infrastructure enables its wholesale customers to serve reliable full fibre broadband to homes, businesses, schools and hospitals, as well as supporting the deployment of 5G services.

Sabio Group has secured its place on the UK’s G-Cloud 13 framework which is managed by Crown Commercial Service.

The digital customer experience (CX) transformation specialist has been awarded a Framework Contract on the 13th iteration of G-Cloud, officially being recognised as a Cloud Software and Cloud Support supplier.

The G-Cloud network assists public sector organisations – such as the NHS and local councils – to find and compare cloud-based services, removing the requirement for a full tender process.

Sabio Group has secured a new contract with French mobility and transportation specialist, Kisio, which will see it support the business as it embarks on a digital transformation journey.

The Paris-headquartered firm – which is a subsidiary of Keolis Group – has implemented a new Genesys Cloud solution across 15 sites in France.

Genesys Cloud is replacing an aging legacy system, becoming Kisio’s new contact centre infrastructure for more than 350 agents.

Sabio Group and Contact Babel have launched the latest iteration of an annual study which analyses the customer experience (CX) strategies, performance, operations and technology aspects of UK organisations.

The ‘UK Customer Experience Decision Makers’ Guide 2022-23 – 5th Edition’ was published following sampling of several industries in the UK, including financial services, retail, telecoms and the public sector among others.

Among the findings of the report include;

Sabio Group is aiming to unearth the next STEAM ‘superstar’ following its prize sponsorship of a top University software course. 

The digital customer experience (CX) transformation specialist is supporting Glasgow Caledonian University’s ‘Software Development for Business’ programme. 

Additionally, a survey of 1,000 UK consumers was carried out in June 2022 in order to understand their attitudes to elements of businesses’ CX programmes and what they understand a positive customer experience to be.