Sabio, the Contact Centre Specialist Transforming Customer Contact 



According to an article in PwC’s Strategy+Business journal this week, the wave of digital ‘disruption that’s cresting now is more comprehensive and far-reaching’ than ever before.

With entries from over 17 countries, the European Contact Centre and Customer Service Awards (ECCCSAs) are now firmly established as the industry’s leading awards programme.

When it comes to discussing AI, there’s an emerging divide between those who think of Artificial Intelligence as a first step towards an inevitable global robot takeover - and those that accept that AI is fundamental to the success of our next generation of customer engagement systems.

With just two weeks to go until the announcement of this year’s European Contact Centre and Customer Service Awards (ECCCSAs) winners, we’re keen to find out just what sets them apart from the other nominees.

Can an organisation be so hard to deal with that customers just accept things as they are rather than struggling to resolve their problems?

In this customer centric era you wouldn’t think so but, after discussing last week how making engagement easier might unlock pent-up customer demand, an experience with Sky this week made me realise that the opposite also applies.

This week The Guardian reported on the Government’s review into industrial digitalisation. The report cited technologies such as robotics, AI, 3D printing, augmented reality and virtual reality as key to unlocking a potential £455 billion productivity boost over the next decade.

According to new research from the DMA, despite 74% of marketers believing that they were at least somewhat prepared for the EU’s GDPR General Data Protection Regulation, a troubling 15% of businesses admitted that they still had no plan in place.

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.