The Issue: Recently Mark Zuckerberg set out his ‘privacy-focused’ vision for Facebook.

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.

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

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

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

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

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

Empowering management teams with the CX insight needed.

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 pr

Services component of digital transformation still being overlooked

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

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

Showcasing CX Innovation at DISRUPT CX 2019 Singapore

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

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

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

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

Expo Relación Cliente 2019, being held in Madrid from 9-10 October 2019, is one of Southern Europe’s largest dedicated contact centre and customer experience events.

At this year’s ECCCSA European Contact Centre & Customer Services Awards, BGL Group was named as Large Contact Centre of the Year. This was a category that BGL Group also won two years ago.

How Sabio is helping to deploy multiple chatbots to make customer digital journeys easier

Use our crisis response framework to help your business adapt and meet customer demand.

Disrupt CX 2020 conference transitioned from physical to digital in just 10 days, with 90% online attendance.

Imagine you’re standing at a bar and the barman comes over to serve you.

So many businesses have been forced to change the way they work, almost overnight. We’ve learnt a few surprising things about customer experience (CX) along the way.

With the right technology and careful planning, working from home creates huge opportunities for contact centres

How the COVID-19 pandemic has brought about a CX digital transformation that’s unlikely to be reversed

What matters most to your customers right now? If you’re not listening to them, you cannot know the answer – and your customer experience will certainly miss the mark.

The rush to the cloud has begun. Many businesses are migrating their contact centres to the cloud.

COVID sent everyone scuttling back home as fast as an incoming Tsunami causes mass evacuation. Organisations, customers and employees found themselves displaced from any familiar lifestyle.

Mark Adams, Member Services Director at Pure Planet, discusses how service design contributes to the experience you want to deliver to your teams, customers and members.

Psst! These are our five key tips to transform your customer experience into something absolutely smashing. Just don’t tell your competitors!

CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.

A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise.

Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.

Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge.

One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas N

In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed digital customer experience during the COVID-19 pandemic.

Sabio to deploy Genesys Cloud Customer Experience platform

Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.

How to make your automation and AI process smoother.

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.

Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.

How to get your teams working together and feeling better.

You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow CX” and the DVELP team have been having some fun experimenting with this new bot-building tool.