Sabio, the Contact Centre Specialist Transforming Customer Contact 



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.

I was delighted to host a Customer Innovation Panel as part of Sabio’s Disrupting Customer Contact 2017 conference in London.

With some 800 members and regular monthly meetings, the popularity of the Internet of Things Scotland Meetup group clearly shows that there’s real interest in both IoT technologies and how they’re starting to impact the way we live and work.

Last week The Guardian ran a story on how Fukoku Mutual Life Insurance in Japan is set to replace more than 30 of its specialist claims staff with an AI system based on IBM’s Watson Explorer.

Whether it’s deploying machine learning to write a new Friends script, applying the power of IBM’s Watson supercomputer to create an entire trailer for a movie, or Sony putting it’s software to work to generate a new song in the style of The Beatles, 2016 has certainly been the year when Artificial Intelligence placed itself firmly on the agenda.

Returning from the Avaya ENGAGE event held in Dubai last week, my key takeaway impression was of a highly confident organisation with an impressive product roadmap. Avaya’s investment in product development appears to be accelerating hard to support the needs of today’s digitally connected world.

Attending the Verint Engage Awards recently, you couldn’t help but notice that the majority of the best practice organisations picking up awards at the event had one thing in common: they had all worked with Sabio as their customer analytics technology partner.

In looking at some of the issues underpinning our selection of the key customer engagement technology trends for 2017, it’s increasingly clear that for many organisations there’s a disconnect between their digital and contact centre strategies.

Last night’s ECCCSA (European Contact Centre & Customer Service Awards) event – with Sabio as the lead sponsor – was a great opportunity to celebrate the very best of European customer service excellence.

According to a recent Which? survey, the phrase ‘your call is valued’ is the most irritating message for customers to hear when they’re held in a queue waiting to speak to an agent. Almost half of those surveyed finding the phrase annoying, particularly when they were already being inconvenienced.