HOW TO TAKE CX PERFORMANCE TO THE NEXT LEVEL...

• Sabio’s innovative solution integrates Twilio Flex with Google Cloud Contact Center AI (CCAI) suite of technologies
• Sabio’s technology allows CCAI to be deployed with any telephony platform from the cloud in a matter of minutes
• When used with Twilio Flex, CCAI supports contact centre agents with real-time AI support, pushing suggestions through Twilio’s programmable cloud-based contact centre platform

• Sabio Console launched to simplify the management of customer interactions
• Integrates customer contact channels with leading conversational AI capability
• Console launched and demoed to delegates at Sabio’s ‘Disrupt’ UK event

When it comes to discussing AI, there’s an emerging divide between those who think of Artificial Intelligence as a first step towards an inevitable global robot takeover - and those that accept that AI is fundamental to the success of our next generation of customer engagement systems.

At Sabio we think customer experience should be brilliant – but we also understand that great technology alone isn’t always enough to deliver all the answers.

According to new research from the DMA, despite 74% of marketers believing that they were at least somewhat prepared for the EU’s GDPR General Data Protection Regulation, a troubling 15% of businesses admitted that they still had no plan in place.

When it comes to distinguishing how people actually perceive and respond to your products and services, it’s important that organisations understand the key differences between the Customer Experience (CX) and the User Experience (UX).

When designing customer journeys, it’s important that organisations focus on streamlining those parts of the experience that demand more user effort. As consumers, we gravitate to those websites, stores or services that take the effort to design and deliver more seamless experiences – and consequently those that don’t seem less and less attractive.

Last week I spent some time judging entries for the European Contact Centre & Customer Service (ECCCSA) awards, and it was great to see the ECCCSAs living up to their name, with so many strong European entries appearing on the final shortlist.

With just three weeks to go until we host our ‘The Art of CX Conference’ at the Blue Fin Venue on London’s Southbank on the 12th October, we’re busy finalising the content for our packed Intelligent UX agenda for the event.

The fact that Facebook Messenger chatbots scaled from zero to 100,000 in just the 14 months to April this year seems to support those industry commentators who suggest that AI-enabled technologies really are starting to replace the contact centre function.

On a US trip last week it was great to catch up with Sabio’s North American partners in the International Communications Alliance (ICA), particularly following the news of Sabio’s acquisition of DatapointEurope – one of the Alliance’s founding partners.

Sabio Console is the one-stop-shop for your AI & Automation needs. Connecting any customer contact channel with the AI engine best suited to your aspirations and fully integrated with your CRM/Desktop.

As its WWDC developer conference on Monday, Apple gave a clear indicator that disruptive technologies such as augmented reality, virtual reality and machine learning will be playing a key role in its products and services going forward.

The last few years have seen a renewed focus on customer service, with the pandemic not only driving the digitalisation of customer interactions forward by several years, but also placing Customer Experience (CX) firmly on the boardroom agenda. Simply providing traditional customer service is no longer enough.

With customer expectations increasing all the time, and digital transformation accelerating unprecedented changes in CX delivery, brands need to ensure a consistently excellent experience across their end-to-end customer journeys.

I'm looking forward to the UX Scotland event that's being held from 7th-9th June at the impressive Dynamic Earth venue in Edinburgh.

It’s important for contact centre teams to recognise that their omnichannel strategy isn’t something that should be relinquished to their Digital or Marketing teams – particularly as a large proportion of digital interactions still end up in the contact centre for resolution.

Stop non-customer service departments doing stupid things to your customers. Go from manual data mining of verbatim to automatic real-time insight. Become a real-time information hub for your entire organisation.

For utilities, as for many large organisations, the customer contact centre is key. Simon Thorpe explores four common myths about measuring call centre effectiveness.

The CCMA’s Chief Executive Ann-Marie Stagg reports on the Customer Innovation Panel she chaired at Sabio’s recent Disrupted Customer Contact 2017 conference.

In 2018 customer advocacy, will become even more critical for banks as the Competition and Markets Authority’s (CMA) plan to publish service quality metrics for the first times becomes a reality. This as part of their large “Making banks work harder for you” initiative.

In a week when SpaceX announced passenger trips to the moon and Google’s sister company Boston Dynamics previewed its jumping robot, the future suddenly seems a whole lot closer!

Since its introduction to the world in 2003, Net Promoter Score (NPS) has become an increasingly popular tool for improving return on investment.