Sabio has reflected on key takeaways from the recent NiCE Cognigy Nexus event held in Munich, highlighting how organisations are beginning to deploy AI-driven customer experience technologies at scale.
The event brought together organisations sharing practical examples of how agentic AI is being used in live customer environments.
According to Sabio, several case studies presented measurable operational changes, including a major European insurer managing 50 million calls annually that is now rolling out agentic AI across its operations.
Examples discussed during the event included a 40% reduction in inbound contact volumes through proactive outbound automation, improvements in retention performance across voice and chat channels, and significant changes in customer feedback metrics.
In one example, a Trustpilot rating increased from 1.2 to 4.5 following changes to engagement strategy.
Reflecting on the event, Sabio noted that the outcomes demonstrated how organisations are beginning to implement AI programmes in real operational settings rather than as experimental initiatives.
“There are events you attend out of obligation, and there are events that genuinely sharpen your thinking.”
The company also pointed out that the results presented were the outcome of complex programmes rather than simple technology deployments.
Organisations cited during the event described a wide range of supporting work behind their AI initiatives, including speech-to-text optimisation, knowledge management tools, process guidance systems, compliance coaching and post-call analytics.
Examples included Allianz expanding an agent assist programme across several supporting technologies, while the Schwarz Group is operating self-hosted large language models within its own data centres.
Meanwhile, Lufthansa outlined a hybrid approach combining agentic and deterministic workflows depending on the complexity of the customer interaction.
Sabio said the examples reinforced the importance of approaching AI initiatives as broader business transformation projects rather than isolated technology implementations.
“What Nexus made tangible is that the agentic AI opportunity in customer experience isn’t a future state – it’s happening, at scale, in production, right now.”
The company added that organisations seeing the strongest results were those that had focused on governance, operational design and change management alongside technology deployment.
Sabio also highlighted the role of implementation partners in helping organisations design and manage these programmes across different environments.
The company currently operates teams across Europe, including Spain, France, the Benelux region and the Nordics, as well as South Africa, supporting AI-related deployments in multiple markets.
Internally, Sabio said it is also expanding its work with NICE and Cognigy through the development of a dedicated centre of excellence focused on the platform.
Overall, the company said the discussions at the event suggested that the use of agentic AI in customer experience is moving from early experimentation to broader operational deployment.
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: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 23rd Mar 2026
Read more about - Latest News, NiCE, Sabio
