Sabio, the Contact Centre Specialist Transforming Customer Contact 



Stuck in a hotel recently watching Netflix, it struck me as significant how the company is now actively using the WhatsApp Business platform to communicate and encourage account contact with its subscribers.

Tech journalist Walt Mossberg, who has been covering intelligent digital assistants since Siri’s predecessor first debuted on the App Store in 2009, wrote an insightful story recently asking: ‘why does Siri seem so dumb?’

When Apple launched its new iPhone 7 earlier this month there was a lot of debate about its decision to ditch the traditional headphone jack – explaining that this 50-year old analogue standard just wasn’t fit for purpose in 2016.

Amazon’s recent introduction of its Wi-Fi-equipped Dash buttons for UK customers saw some 40 major brands – including names such as Finish, Pedigree and Andrex - sign up to enable customers to order their product literally at the push of a button.

Last week’s news that WhatsApp was updating its privacy policy caused an inevitable privacy backlash, particularly as it became clear that the changes would in effect enable WhatsApp’s owner Facebook to harvest user data for improved targeting.

When US industry group Interactions sampled some 1,300 customers online earlier this year, only 3% said they actually liked using IVR services when contacting organisations.

In the same way that cloud contact centres helped to disrupt the traditional, on premise technology model, we expect the same thing to have happened by 2025 – with communication-enabled platforms becoming the prevalent approach.

Reporting back on the workshop session we conducted last month at the UX Scotland 2016 conference in Edinburgh, it’s clear that there’s real interest in the whole topic of conversational commerce.

In my last blog I outlined the scale of the challenge facing UX teams as they work to extend speech functionality into their customer journeys.