Sabio, the Contact Centre Specialist Transforming Customer Contact 



Next week’s ‘C3’ Conversational Commerce Conference in London, presented by Opus Research, focuses in on the real-world opportunities and challenges presented by conversational engagement.

When Motorola scientists made the very first mobile phone call 45 years ago this month, they probably couldn’t have imagined just how much their invention would disrupt society.

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.

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).

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.

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.