ContactBabel is the leading analyst firm for the contact centre and CX industry.

• 3 major new contracts won and supported for ESP 

Since disruptors started offering smart, mobile-first services, the rest of the sector has had to keep up. Legacy systems can make this challenging – but as we show, with the right experience and technology, it can be done.

Sabio Group, the digital customer experience (CX) transformation services specialist, has secured a multi-year contract with Leeds Building Society which will drive innovation in its contact centre, and improve customer care for the Society’s members. 

In an era where customer expectations are skyrocketing, businesses are scrambling to find the secret sauce for meaningful engagement.

As the winds of regulatory change sweep across the financial services landscape in the UK and Europe, a new force is approaching – and fast.  

Exceptional CX is driven by leaders who aren't afraid to break boundaries, challenge themselves, and harness innovation #DARE2DO.

Liz Millington, Head of Digital Transformation at Ascensos, caught up with Sabio at Disrupt UK 2024. In this interview, she shares insights on the challenges faced when trying to innovate in the contact centre, strategies that can be adopted to encourage agent empowerment, and the importance of taking advantage of AI-driven insights. Hear from Ascensos on how they deliver exceptional customer experiences for their clients.

Are you one of the +60% of business that don’t have a DR plan in place? You need to change that, and quickly, DORA is coming.
 

January 2025 will mark a new era for financial services, as entities across the EU must comply with the Digital Operational Resilience Act (DORA) - a sweeping regulation aimed at fortifying the sector against disruptions from cyber threats, tech failures and other operational risks. 

Exceptional CX is driven by leaders who aren't afraid to break boundaries, challenge themselves, and harness innovation #DARE2DO.

According to the UK Financial Conduct Authority (‘FCA’), the Consumer Duty means consumers should receive communications they can understand about products and services that meet their needs all while offering “fair value” – as well as getting the customer support they need, when they need it.  

Adamo, a leading provider of high-speed internet services, has recorded remarkable improvements in customer service levels in partnership with Sabio Group.  

Exceptional CX is driven by leaders who aren't afraid to break boundaries, challenge themselves, and harness innovation #DARE2DO.

My walk to Sabio’s London headquarters wasn’t as daunting for my internship as it might be for others – my dad is, after all, the company’s Chief Innovation Officer! 

However, I was still a little nervous about what my week would be like immersed in a company that has grown into arguably the leading customer experience (CX) and contact centre technology specialist in Europe…

In partnership with Engage Customer and Genesys, we’ve embarked on a journey to unravel the presence of AI in today’s workplaces.

In recent years, a hidden epidemic has been silently spreading through European contact centres. Whilst the world focused on COVID-19, another crisis emerged: the deteriorating mental health of contact centre agents.  

Generative AI continues to take the world by storm. 

We're bringing together practitioners who are looking to develop expertise within their specialist area. The aim of Sabio Communities is to inspire best practice and help members build networks with like-minded people from other organisations.

In a recent report published by Deloitte Digital, the authors lead off with the provocative question: “Will artificial intelligence (AI) be the end of the human connection in customer experience?”  

Sabio Group, the digital customer experience (CX) transformation services specialist, has today announced its ambitious commitment to achieving net-zero carbon emissions by 2050.