Addison Lee – The Heart of Customer Feedback

White Paper: Transitioning to AI-enabled customer journeys

How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.

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Blog: Lessons from the lockdown: 4 things we’ve learnt about managing CX in an isolated world

So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.

Case Study: 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.

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Case Study: 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.

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Case Study: How Addison Lee Group applied Sabio’s Voice of the Customer solution to grow CSAT and NPS

Competing in a market transformed by the order-by-app revolution, Addison Lee Group has invested significantly in modernising and digitising its customer engagement model.

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Case Study: LV= Fully optimised Workforce Management solution unlocks 30% planning efficiencies

The LV= GI vision is to be Britain’s Best Loved, so providing award-winning service to its five million plus customers is critical to achieving the company goal.

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Case Study: How Sabio Helped HomeServe to take Speech Analytics to the Next Level

Combining Speech Analytics with effective stakeholder engagement and business improvement has unlocked significant benefits for HomeServe.

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Blog: Closing the loop – the missing piece in the Voice of the Customer puzzle

How up to 11% of customer churn can be prevented by simple, structured outreach programmes

Blog: Brilliant Customer Experiences – everywhere, every time

Showcasing CX Innovation at DISRUPT CX 2019 Singapore

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.

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Blog: Don’t ignore your digital service funnel!

Services component of digital transformation still being overlooked