Traditional on premise platforms can leave you at a disadvantage when it comes to building true end-to-end customer engagement strategies

How Sabio is leveraging best practice PCI DSS secure card payments technology to enable digital card payments within its webchat and virtual assistant self-service channels

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

Sabio to focus on emergence of User Centred Transformation as key service design methodology at UXD Healthcare Amsterdam event on 5th July

Showcasing CX Innovation at DISRUPT CX 2019 Singapore

Google I/O 2019, Apple WWDC 2019 and Amazon re:MARS events zero in on resolving friction points to help improve customer experience

Why the traditional forms-based approach to customer engagement is about to be screwed up and thrown away

Services component of digital transformation still being overlooked

Sabio is proud to be the main sponsor of this year’s CCMA (Call Centre Management Association) UK National Contact Centre awards – the UK’s longest-established awards programme that’s recognised across our industry for its comprehensive judging programme.

Empowering management teams with the CX insight needed.

Leading tech correspondent to outline some of the key trends set to reshape customer behaviour over the next five years

As individuals we’re all comfortable with using many different global cloud services every day via our smartphones, so it’s surprising how often the Sabio Solutions team still gets asked the following question: can someone please just explain the cloud to me?

The “voice of the customer” takes on a very literal meaning when you’re dealing with contact centre security.

Why it’s time to start transitioning from ‘what happened?’ to ‘what should I do?’...

The Issue: At Sabio we’re seeing an acceleration towards feedback fatigue among increasingly over-surveyed customers.

Recent Ofcom research suggests that time spent on landlines has halved in the UK since 2012, and that over the same period we’ve only increased our mobile call minutes by 12-13% on average. Ofcom asked the question – do phone numbers actually matter anymore?

The Issue: Recently Mark Zuckerberg set out his ‘privacy-focused’ vision for Facebook. He suggested secure messaging will be one of the dominant ways that we all communicate going forward, and also outlined plans to integrate Instagram, WhatsApp and Messenger.

Last week Forrester Research’s lead contact centre analyst found herself on hold for 30 minutes waiting for a Bank of America agent to help. She turned to Twitter to highlight the bank’s horrible IVR app, lack of a callback facility, absence of a queue time indicator and the same continuous hold message.

In its Top 10 Strategic Technology Trends for 2019, analyst firm Gartner rightly highlights how conversational platforms are reshaping the way that customers interact with brands.

For a number of years now at Sabio we’ve been advising brands about the challenge that social networks such as Google and Facebook pose to the CX community.

It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last week, and to present alongside speakers from leading brands such as Air France, Booking.com, Lego and Severn Trent Water.

For years it’s been accepted that a bad IVR interaction can damage the overall customer experience. So why are some organisations now in danger of repeating the same mistakes when it comes to deploying the latest AI-powered chatbot solutions?

Earlier this month I read about how Ofcom, the UK telecoms regulator, has received a government grant to examine how blockchain technology could be applied to improve the way that our phone numbers are managed. And, unlike most of the blockchain stories I see, it actually came across as a potentially useful application.

Stanley Milgram conducted a famous experiment in 1963, the year before I was born. No, he wasn’t a Frankenstein de nos jours, and I wasn’t his creation, whatever you’ve heard from my school chums.