Sabio, the Contact Centre Specialist Transforming Customer Contact 



At the beginning of the year we highlighted Messaging as a customer communications channel we thought had significant momentum and that was poised for further expansion during 2018.

With the news on Monday that Sabio has acquired the Bright UK customer service data and analysis business, it’s no surprise that the provision of best-in-class CX data insight services is uppermost in our minds.

Sabio holds regular Executive Forums where we host CEOs, CIOs and CMOs from leading brands to discuss key issues shaping customer experience.

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.