Unleashing CX in Amsterdam – A Round-Up

Stuart Dorman, Chief Innovation Officer at Sabio Group, gives a round-up on the recent CX Unleashed event in Amsterdam.

I recently had the privilege of speaking at the Unleashing Digital Customer Experience conference in Amsterdam.

This two-day summit was a melting pot of ideas, bringing together leaders from various industries to share insights on the evolving landscape of Digital Customer Experience (CX).

The theme of my session was ‘Productive Conversations – How The Latest AI And Digital Technologies Should Be Used to Drive Efficient and Engaging Customer Experiences’. My focus was on the transformative power of AI and digital technologies in shaping customer interactions in the contact centre environment.

It’s an area that I am passionately engaged in, and I was excited to share my insights and experiences with a like-minded audience.

Brilliant Customer Experiences

At Sabio, we believe in the philosophy that customer experiences should always be brilliant. This belief underpins our mission to assist clients in harnessing technology to create efficient and engaging experiences for both customers and employees.

During the conference, I provided an update on Sabio’s journey with generative AI implementations, highlighting where we are finding real value in the technology. It’s exhilarating to see the tangible benefits that AI can bring to the CX landscape.

One of the key points I discussed was the initiation of an AI journey in the contact centre. Implementing AI isn’t just about adopting new technology; it’s a transformative process that requires a strategic approach.

I shared practical tips on making digital CX more engaging and efficient, emphasising the importance of understanding customer needs and how AI can be leveraged to meet these needs effectively.

Decreasing Pace of Cloud Migration

However, it’s not all smooth sailing. I touched upon the decreasing pace of cloud migration, a crucial factor in the digital transformation journey.

Many organisations are still grappling with the shift to the cloud, and I delved into the reasons behind this slowdown. Understanding these challenges is crucial for organisations looking to enhance their CX strategies.

Delivering Productive Conversations

Another key focus of my talk was on embedding service into digital experiences. This should be a top priority for organisations aiming to deliver productive conversations with customers.

In today’s digital age, customers expect seamless, efficient, and personalised interactions across all touchpoints. Embedding service into these digital experiences is no longer an option but a necessity for companies looking to stay ahead in the competitive landscape of customer experience.

The Unleashing Digital Customer Experience conference was not just an opportunity for me to share Sabio’s vision and achievements; it was also a learning experience.

Interacting with leaders from different industries provided me with a broader perspective on the challenges and opportunities in the digital customer experience domain. It was inspiring to see the commitment across sectors to innovate and improve customer interactions.

In conclusion, the conference was a testament to the dynamic nature of the digital CX industry. It reinforced my belief in the potential of AI and digital technologies to revolutionise customer interactions. As we continue on this journey at Sabio, I am excited about the possibilities that lie ahead.

The key takeaway for me, and something I hope resonated with the audience, is that the journey towards excellent digital CX is continuous, and staying ahead requires constant innovation and adaptability.

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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