The pandemic is still proving the most powerful catalyst for change in living memory. Sabio’s latest CX Realities report explores how organizational reaction to the pandemic has evolved since our last poll during the summer.
Sabio’s first report showed how the pandemic released an extraordinary burst of creative energy and we wanted to understand whether these remain key themes and if so, how they have evolved. Or whether new concerns and priorities have emerged since then.
Consumers and brands continue to rapidly reinvent how they engage. This is happening at scale. Since the pandemic disrupts daily life for everyone, there is scarcely any gap between early adoption and new mainstream behaviours. Instead, we are witnessing a mass migration in customer behaviour.
Highlights of the White Paper:
- Forecasting Demand Remains Challenging
- A More Varied Contact Mix
- Adding Self Service
- The Importance of Understanding Customer Needs
- Enablers for Digital Engagement
- Finding Your Home-Office Balance
- Working Practices and Mindset
Blog: Front, Middle and Back Office?
As another strange holiday season approaches, we can all relate to the emotions we go through on our way to the check-in desk at a busy airport. The excitement, the anticipation and in some cases the fatigue and frustration.
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How to get your teams working together and feeling better.
Blog: How to set up successful speech analytics that benefit your business
If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme. I’ll also show you how to get the most out of speech analytics to support teams across your business.
White Paper: Contact Babel – UK Contact Centre Verticals: Utilities
While some incumbent utility companies have reported job losses and consolidation, the significant number of new players have gone some way to balancing this.
Case Study: Moneybarn Customer Experience feedback scores eclipse industry average
How Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic
Blog: Okay, you’re in the Cloud. Now what?
Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.
Blog: Three ways the travel industry can benefit from the 2021 holiday booking buzz
As holidaymakers look forward to sand between their toes, there are exciting opportunities for travel agents and holiday providers.
Blog: Willis Towers Watson chooses Sabio to deliver major Genesys CX cloud project
Sabio to deploy Genesys Cloud Customer Experience platform
Blog: Don’t just replicate with the cloud. Take these steps to truly transform your CX
Any kind of meaningful transformation takes effort and focus. Transforming your customer experience through a cloud migration is no different.