Sabio, the Contact Centre Specialist Transforming Customer Contact 



At Sabio’s ‘The Art of CX’ conference last week we discussed how the payment process has proved to be one of the key areas of friction when it comes to creating seamless customer journeys.

When Netflix CEO Reed Hastings famously said ‘if you’re not embarrassed by the first version of your product, you’ve launched too late’, he correctly identified that experimentation is key to the best products and services.

An article in CMSwire this week set out why maximising customer experience should be the number one objective of government when it comes to digital transformation.

Last week Transport for London and its chairman the Mayor of London, announced that they weren’t going to renew Uber’s London Operator Licence when it expires at the end of this month.

When your CEO is on the evening news apologising it’s a pretty sure signal that something’s gone badly wrong. However Ryanair probably didn’t expect the source of the problem to have been the scheduling of pilot holidays.

In launching its new iPhone 8 and iPhone X smartphones yesterday, Apple not only celebrated 10 years of the iPhone but also mapped out the device agenda for the next decade.

Apple keeps telling the world that Augmented Reality (AR) is going to be a big deal. So, with its major iPhone launch scheduled for next Wednesday, it will be interesting to see just how the iPhone 8 is equipped to power the shift towards AR-driven computing.


For keen followers of the Gartner Hype Cycle – originally designed to help demystify today’s emerging technology trends - the worrying news is that there are now over 100 different hype cycle documents to work through!

When it comes to designing and refining the customer experience, reducing effort is always a key goal.

However, to really differentiate your customer journey, it’s even better when your customers don’t actually have to think – they just get on with using your product or service.