Didn’t make it to Sabio Disrupt on 7th February 2023? Here’s a round-up of what you missed…
1. “If you don’t disrupt yourself, someone else will come along and do it for you.”
Stuart Dorman, Chief Innovation Officer at Sabio
2. “Your brain thinks ‘comfortable’ means it’s going well, when things are often better when you’re uncomfortable. Disruption can force us to look for other solutions, and just because you don’t like it, doesn’t mean it’s not helping.”
Tim Harford, OBE, Economist and Broadcaster
3. “We need to have positive conversations with agents about artificial intelligence. It’s about engaging the frontline with automation and the benefits to the individual, customer and business, so everyone feels part of the journey.”
As discussed during the ‘Views from Different Industries’ panel hosted by Stuart Dorman, Chief Innovation Officer at Sabio
4. “The real disruptor will be people using artificial intelligence (AI) to work more efficiently and creatively than people who don’t. We’re talking about the emergence of the ‘intelligence worker’.”
Seb Reeve, Strategy Director at Microsoft
5. “Wellbeing is typically viewed as a ‘nice to have’ without much clout. However, addressing wellbeing is fundamental to achieving business outcomes.”
Dr Phoebe Asquith, Senior Business Consultant at Sabio
6. “Customer Experience (CX) is a battleground. Inflation has led to a drop in disposable income and we’re going to have to fight harder to win the hearts and minds of our customers.”
Stuart Dorman, Chief Innovation Officer at Sabio
Engineering at loveholidays
7. “If you aren’t already using conversational AI, why not? ‘Sandy’ is our conversational AI assistant, with a wait time of 96 milliseconds, Average Handling Time of 41 seconds, all at a cost of just 2.3p per conversation – saving our business around £1.5 million a year.”
Eugene Neale, Director of Business IT and CX Engineering at loveholidays
8. “When trying to reach society as a whole, employers have to reflect society in their workplaces. We miss out on a lot when we only hire within our own bias. You may not like the new ideas, innovation and feedback you hear, but it will make a difference.”
As discussed during the ‘Diversity in Technology’ panel hosted by Leigh Hopwood, CEO at CCMA
9. “Instead of relying on the ‘first available agent’ approach – regardless of fit – AI pairing can use data to reshape call routing in seconds, increasing the odds of a good interaction by matching customers with the right agent. They don’t see it, they just have better conversations with better satisfaction rates.”
Consuelo Remmert, General Manager, Head of International at Afiniti
10. “In the aftermath of a natural disaster, you don’t see selfishness or mass panic… People pull together. What can we learn from this in building strong, resilient business cultures? It’s about creating a sense of community and celebrating coming together, so everyone feels that ‘we’re all in this together’ whatever happens.”
Bruce Daisley, Best-Selling Author of Fortitude.
11. “Positive role modelling can make a big difference – particularly around issues such as presenteeism. If we can help leaders to make better choices, this can have a positive impact on their team, who will likely mimic these behaviours.”
Dr Phoebe Asquith, Senior Business Consultant at Sabio
12. “Handling simple queries used to give agents a chance to catch their breath, but they’re not getting this any more. With self-service and chatbots in the mix, this leaves an endless torrent of complex queries for agents to handle. This pressure is making the role of the team leader harder than it’s ever been before.”
As discussed in the ‘Stories from the Frontline’ panel hosted by Martin Teasdale, Founder, Get Out of Wrap
13. “Empowerment is at the heart of our business culture.”
As discussed during the ‘CX – Digital Transformation in Action’ panel hosted by Stuart Dorman, Chief Innovation Officer at Sabio
14. “Diversity is about celebrating difference. If you’re comfortable in your community, you are more likely to thrive.”
As discussed during the ‘Diversity in Technology’ panel hosted by Leigh Hopwood, CEO at CCMA
15. “Typically we see businesses taking an ‘action, action, action’ approach to wellbeing; trying to make a difference without getting to the root cause of the problem. We need to turn this into a ‘meaningful change’ approach with integrated feedback and strategy behind it.”
Dr Phoebe Asquith, Senior Business Consultant at Sabio
16. “When there are cost pressures in place, the temptation is to automate everything and push customers towards bots and self-service – but these should still only be used for simple queries. Customers want to talk to an agent who can fix complex issues quickly. These are high-value and high-margin interactions and should be seen as big opportunities.”
Consuelo Remmert, General Manager, Head of International at Afiniti
17. “You’re wasting time and money trying to delight your customers! Reducing effort is a far better predictor of customer loyalty, so focus on reducing friction across the end-to-end customer journey instead.”
Stuart Dorman, Chief Innovation Officer at Sabio
18. “We don’t automatically solve all of our problems when we digitize everything!”
Stuart Dorman, Chief Innovation Officer at Sabio
19. “Your QA team can help look out for signs of stress too. For example, if someone is sounding short-tempered on a call, the QA can look at other calls to see if it’s a persistent problem and then intervene with support. QA often gets a bad reputation, but this function should be seen as a tool for monitoring wellbeing, alongside overall performance monitoring.”
As discussed in the “Stories from the Frontline” panel hosted by Martin Teasdale, Founder of Get Out of Wrap
20. “When it comes to operational efficiency, taking waste out of a process can go in favour of customers and agents. The current climate is also a great opportunity to build trust.”
As discussed during the ‘Views from Different Industries’ panel hosted by Stuart Dorman, Chief Innovation Officer at Sabio
21. “Diversity is a journey – not a destination. Education is key and there’s a lot individuals can do to create that discussion and safe place for themselves and others.”
As discussed during the ‘Diversity in Technology’ panel hosted by Leigh Hopwood, CEO at CCMA
22. “If anything, agents are going to be more critical going forward, as they’ll have a role to play in working with the artificial intelligence designers and explaining customer needs from the frontline.”
As discussed during the ‘Views from Different Industries’ panel hosted by Stuart Dorman, Chief Innovation Officer at Sabio
23. “Data is the fuel for artificial intelligence (AI). We need to think about the coming wave of AI and prepare our data for it.”
Stuart Dorman, Chief Innovation Officer at Sabio
For more information about Sabio - visit the Sabio Website
About Sabio
Sabio Group is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India. Through its own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels. Find out more about Sabio
Author: Sabio
Published On: 13th Feb 2023 - Last modified: 19th Feb 2024
Read more about - Industry News, Martin Teasdale, Sabio
