Sabio, the Contact Centre Specialist Transforming Customer Contact 



While the Cambridge Analytica scandal continues to flag potential democratic concerns, the real story is the widescale abuse of private social media data and, specifically, Facebook’s seemingly cavalier attitude to data extraction.

Listening to a recent BBC Radio show – Inside the World of the Frequent Flyer – provided a fascinating insight into the kind of hardcore loyalty programmes that airlines now run for high mileage customers.

With 300 million voiceprints now authenticated globally, it’s no wonder that Nuance says we’re now experiencing a ‘biometric boom’.

Seeing SpaceX launch a Tesla car towards Mars was pretty amazing. However, watching the Falcon Heavy rocket’s two side boosters perform a perfectly synchronised return to base was possibly even more impressive.

We’re frequently being told about the importance of the Voice of the Customer, but it’s not enough just to collect information – organisations also need to convert feedback into actions that will improve the customer experience.

When it comes to customer journey friction points, payment usually comes top of the list. However, in opening its new checkout-free Amazon Go store in Seattle, Amazon hopes to revolutionise the way we shop.

When Apple recently got itself into trouble over a software update that seemed to slow down performance for users of older iPhones, the tech giant moved quickly to address the issue.

Keen technology observers may have initially been underwhelmed by this year’s CES 2018 show in Las Vegas, but there was clear evidence of massive ongoing investment in voice control across all platforms and gadgets.

With the EC’s MiFID II Markets in Financial Instruments regime coming into effect last week, it’s clear that 2018 is set to be a year characterised by regulatory change and compliance efforts.