Every decade it seems that a new computing interaction paradigm emerges. In the 1990s it was the Web, Mobiles set the agenda in the 2000s, and Touch dominated throughout the 2010s along with the introduction of first-generation Assistants such as Alexa and Siri. However, with 2020 looming, we’re now experiencing a race to create a single interface for the user – and the Virtual Assistant era is upon us.
While AI continues to sit at the peak of the hype cycle, there’s no doubt that its broader influence is starting to have a significant impact on how organisations develop their CX strategies and deliver service to their customers. How Big Data, Machine Learning and AI are combining to create the smart CX data platforms essential for customer journey success.
Highlights of the White Paper include:
- Smart Analytics is the key to frictionless CX
- Breaking down your customer engagement reporting silos
- Enabling a joined-up approach to CX datasets
- Adopting a phased approach to CX data insight & analytics
- Getting more from your CX data with Sabio Insight
White Paper: CX Realities 2020 – The story of COVID-19 and how customer service responded
This report looks at the impact of COVID-19 on how we behave as organisations, employees and consumers.
Case Study: Dynamic Singapore communications company drives 50% reduction in email traffic following deployment of flexAnswer chatbot solution
M1 was keen to extend its digital service offering with a virtual assistant chatbot solution to provide its customers with a high quality, conversational interface to help simplify online customer journeys.
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.
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.
Case Study: 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.
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.
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.
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.
Case Study: Supporting the Singapore Government’s Smart Nation initiative, Sabio enables digital Ask Jamie
GovTech had been exploring the use of Virtual Assistants and Artificial Intelligence technology to help Singapore’s citizens and businesses navigate online government services and improve service delivery.
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.