Sabio, the Contact Centre Specialist Transforming Customer Contact 

#SabioSense

#SabioSense

 

Yesterday The Sun ran an article suggesting that, following its purchase of the US-based organic Whole Foods business, Amazon has become a ‘monster we should all be afraid of’. Allowing for an element of tabloid sensationalism, is there any truth behind the story?

 

Described as a ‘powerful new channel for customer service’ by some, and Apple’s answer to Facebook Messenger by others, Apple Business Chat – launched at WWDC 2017 - is a strong indicator of just how quickly the customer service sector is embracing chat.

Under the dramatic heading ‘Is Artificial Intelligence On the Brink of Changing Business Forever?’, Adobe’s CMO blog referenced a PWC study that highlighted optimising business efficiency, automating proactive communications and improving big data analytics as three key benefits that will be unlocked by AI.

Watching the webcast from Google I/O – the company’s developer conference held last week – I had a feeling that we were starting to see a lot of key building blocks being put in place to support the acceleration of AI-enabled Augmented Reality and Virtual Reality capabilities over the coming months.

When we talk about disruption in SabioSense we’re usually discussing new technologies or digital market innovations that we believe could have a positive impact on the customer experience.

Attending last week’s Opus Research Intelligent Assistants Conference, it was clear from both attendance at the event and the quality of the case studies being presented that there’s a real momentum behind Intelligent Assistants (IAs).

For many organisations, business as usual can often be an indicator of potential disruption – and not in a good way. So, it’s disappointing that there are still too many major brands out there that don’t seem to grasp the critical role that data should to play in delivering excellent customer service.

 

I’m fascinated by Silicon Valley’s continued prominence as a global epicentre of creative output. However, it’s not just innovation that sets Silicon Valley apart from other centres of technological development, it’s also the collective willingness to iterate.

 

Last week Amazon’s CEO Jeff Bezos sent a letter to shareholders that focused on his determination to keep the company focused on ‘Day 1’ thinking, - an approach that’s characterised by customer obsession, resisting rigorous process adherence, the eager adoption of external trends and high-velocity decision making.