Sabio, the Contact Centre Specialist Transforming Customer Contact 



Earlier this summer Apple introduced Business Chat, an initiative to turn its iMessage software into a wider communications offering that could compete with other messaging platforms such as Facebook Messenger. Now Facebook has responded with the introduction of its own Messenger customer chat plugin for business.

At Sabio we think customer experience should be brilliant – but we also understand that great technology alone isn’t always enough to deliver all the answers.

Despite structured training being a key requirement for all contact centre and customer engagement staff, it’s surprising how often coaching gets shuffled down the priority list when things get busy.

When it comes to distinguishing how people actually perceive and respond to your products and services, it’s important that organisations understand the key differences between the Customer Experience (CX) and the User Experience (UX).

A report last week suggested that over half of UK consumers expect to be able to abandon using cash for shopping within the next two years. And that’s good news – particularly given that payment is often seen as a main barrier for seamless customer journeys.

It’s easy to talk about the importance of design, but much harder to become a design-infused organisation – one that makes it a priority and has a clear vision of what their user experience should be like.

Last week I spent some time judging entries for the European Contact Centre & Customer Service (ECCCSA) awards, and it was great to see the ECCCSAs living up to their name, with so many strong European entries appearing on the final shortlist.

With just three weeks to go until we host our ‘The Art of CX Conference’ at the Blue Fin Venue on London’s Southbank on the 12th October, we’re busy finalising the content for our packed Intelligent UX agenda for the event.Register 2

A recent global survey revealed that 74% of all respondents had used voice search tools within the previous month, and estimated that voice search capabilities were already available on some 3.9 billion Apple, Android and Windows devices worldwide.