Sabio, the Contact Centre Specialist Transforming Customer Contact 



Given the high quality of winners of last night’s European Contact Centre & Customer Service Awards (ECCCSAs) it’s perhaps initially hard to square this celebration of service excellence with reports this week that both UK and US customer service indexes are dropping in overall CX quality.

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.

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.

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.

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.

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

News this week that United Airlines forcibly removed a passenger from one of their flights, and that Southern Railway’s CEO took home almost £500,000

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.