Sabio, the Contact Centre Specialist Transforming Customer Contact 



When the Netflix drama Black Mirror set out a future where a person’s ‘social score’ might directly impact different aspects of their lives, it seemed an intriguing concept - but strictly in the realms of science fiction.

This week I read an interesting report from Accenture highlighting that organisations with an increased emphasis on innovation and product development end up with between three to seven percent higher annualised revenues than their non-innovating competitors.

I’m always keen to see how organisations actually deliver when it comes to customer contact innovation, particularly in terms of joining up their service offer across multiple channels.

While the United States may have a new President last night, achieving real and lasting change is often much harder to achieve.

At Sabio we’re in no doubt that the customer experience that organisations provide should be excellent, so it’s perhaps re-assuring that when firms don’t meet this high standard there should be repercussions.

While research from the Economist Intelligence Unit suggested that 86% of Chief Marketing Officers felt that marketing should ‘own’ the customer experience, there’s a growing realisation that today’s successful customer outcomes need to be all about the end-to-end journey.

For years now, customer service specialists have been encouraged to think that Millennials - those born between 1980 and 2000 - were the only generation that was smart enough to appreciate all the benefits of digital transformation.

While enrolling for a voice biometrics password for my bank account this week, I was both impressed by the bank’s adoption of biometric security technology and a little frustrated that they were still asking me to use traditional IVR technology to enter my account number, sort code and date of birth.

2016 will certainly go down in technology history as the year that AI passed a critical inflection point.