Sabio, the Contact Centre Specialist Transforming Customer Contact 

Blogs

Blogs

 

Following on from my presentation and subsequent discussion at the UX Scotland event, we’ve been busy at Sabio thinking about just how the development of AI and machine learning techniques are likely to impact how we design for customer experience.

While it’s easy to establish a clear link between providing excellent customer service and profitability, it’s always been much harder to make a solid case for doing the same with customer experience and profitability.

 

Feedback from those attending our recent Managing Disruption webinar confirmed that there is increasing pressure on organisations, wherever possible, to evolve their IT and telecommunications services to the cloud.

A recent family visit to Walt Disney World in Orlando – and the way Disney underpins your entire visit through its fully-integrated mobile app – couldn’t help but impress. I noted how Disney is appearing to successfully turn the traditional customer experience upside down

 One of the more significant announcements at Apple’s WWDC Developer Conference this week was the preview of Business Chat

 At its WWDC 2017 developer conference on Monday Apple gave a clear indicator that disruptive technologies such as augmented reality, virtual reality and machine learning will be playing a key role in its products and services going forward.

 I’m looking forward to the UX Scotland event that’s being held from the 7th-9th June at the impressive Dynamic Earth venue in Edinburgh.

 A key theme of Sabio’s recent Disrupted Customer Contact 2017 conference was the need for organisations to stay ahead of the digital transformation trends that are currently reshaping today’s customer services environment. 

 A recent Harvard Business Review article on data strategy suggested that – on average – less than half an organisation’s structured data is actively used in making decisions.