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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Sabio turns customer experience into profitable growth through AI-powered technology.

As an AI-first expert services partner, Sabio’s specialists transform customer experiences by combining the efficiency of AI with human insight and empathy, elevating customer and employee satisfaction through achieving desired CX outcomes for customers across their voice and digital channels.

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Author: Hannah Swankie