Sabio, the Contact Centre Specialist Transforming Customer Contact 



Last week Forrester Research’s lead contact centre analyst found herself on hold for 30 minutes waiting for a Bank of America agent to help. She turned to Twitter to highlight the bank’s horrible IVR app, lack of a callback facility, absence of a queue time indicator and the same continuous hold message.

In its Top 10 Strategic Technology Trends for 2019, analyst firm Gartner rightly highlights how conversational platforms are reshaping the way that customers interact with brands. However, from a CX perspective, it’s essential that brands are also smart about how they integrate this core technology into their customer engagement infrastructure.

For a number of years now at Sabio we’ve been advising brands about the challenge that social networks such as Google and Facebook pose to the CX community. The announcement last week that Google is now repositioning its Maps app as yet another B2C interface suggests that the global search vendor is serious about disrupting your carefully orchestrated customer journeys.

It was great to attend the UK National Contact Centre Conference run by the CCMA at the British Library in London last week, and to present alongside speakers from leading brands such as Air France,, Lego and Severn Trent Water.

For years it’s been accepted that a bad IVR interaction can damage the overall customer experience. So why are some organisations now in danger of repeating the same mistakes when it comes to deploying the latest AI-powered chatbot solutions?

While previous generation virtual assistants were little more than front-ends to a knowledge base, today’s intelligent assistants are taking things to the next level with full conversational interactions – whether via chatbots in messaging threads or through virtual assistants embedded into the web journey.

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.