Sabio Chief Innovator Says AI Will Redefine Contact Centres

AI is set to transform contact centres into strategic insight hubs capable of supporting far greater volumes of customer conversations, according to Stuart Dorman, Chief Innovation Officer at Sabio, speaking during CCMA’s recent 2026 Contact Centre Predictions webinar.

During the session, Dorman outlined how advances in AI are enabling organizations to scale customer interactions at a level previously unattainable, while simultaneously extracting richer insight from those conversations.

He suggested this shift will reposition the contact centre from a reactive service function to a central source of intelligence on products, services and market trends.

The webinar, hosted by CCMA CEO Leigh Hopwood, also featured perspectives from David Rickard, Partner at Everest Group, and Kieran Holdcroft, Head of Operations at ManyPets.

Together, the panel explored how AI-driven engagement models could reshape the role of the contact centre across the wider business.

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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.

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Author: Hannah Swankie