Sabio, the Contact Centre Specialist Transforming Customer Contact 

Blogs

Blogs

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.

Customer journeys are becoming more complex as people readily engage across a variety of online and offline channels.

 

The fact that Facebook Messenger chatbots scaled from zero to 100,000 in just the 14 months to April this year seems to support those industry commentators who suggest that AI-enabled technologies really are starting to replace the contact centre function.

 

A lot of work goes into industry award programmes – the initial preparation of entries, presentations, visits from judges – and then, if you’ve done everything right – nominations and the eventual awards ceremony. If you’re really lucky, you might actually win an award and get your moment of fame on the stage.

 

With the recent news that Alibaba has grown its stake in Lazada, the major South East Asian e-commerce platform, it’s becoming clear that the region is lining up to be a major customer engagement battleground.

 

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.