Sabio Shows Why CX Transformation Starts Before Technology

Sabio has highlighted how early-stage consultancy can shape large-scale customer experience transformation, following its work with Bouygues Telecom.

A recent case study shows how Bouygues Telecom used pre-implementation consultancy to turn an impending platform refresh into a broader CX transformation spanning consumer and enterprise services.

Rather than issuing a traditional RFP when its customer relationship platform approached end-of-life, the organisation engaged Sabio to reassess core business needs, define requirements and establish an operating model before selecting new technology.

“The project began due to technical obsolescence,” said Yves Rousseau, Functional Architect for CX at Bouygues Telecom. “That realisation led to a strategic reset: going back to foundational business needs instead of writing detailed specs to hand off to an integrator.”

Sabio delivered more than 300 days of consultancy, supporting over 35 business workshops and redesigning more than 20 customer journeys.

The programme involved 25 operational sites, more than 3,900 internal users and over 15 outsourcing partners, creating a shared foundation for transformation before implementation began.

This groundwork accelerated later phases of the programme and reduced delivery risk once a CCaaS platform was selected.

“Our early preparation was so robust that when the vendor came on board, they realised major groundwork was already in place,” said Guillaume Faure, Principal Solutions Manager at Sabio.

The case study also points to a focus on long-term capability building. “This wasn’t merely a technology migration; it represented a fundamental reimagining of customer relationship management,” Rousseau said. Faure added, “Our methodology delivered team autonomy.”

Together, the findings underline the role of pre-implementation consultancy in aligning technology decisions with business and customer experience goals.

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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
Reviewed by: Jo Robinson