Sabio’s recent event a The Brewery in the City of London was a success, with speakers from major brands and industry thought leaders sharing best practice, to a full-house, on the need to keep re-inventing customer journeys to deliver brilliant CX. VISU.AL partnered with Sabio to create a brilliant digital experience for their customers and partners.
The event enabled attendees to hear directly how best practice CX leaders are re-inventing customer journeys to deliver brilliant customer experiences and was supported by a number of leading CX technology sponsors, including Avaya, Verint, Semafone, Gamma and Now Interact.
Image: Martin James Photography
The opening was designed to be thought provoking, with an introduction to the day delivered by Stu Dorman, Chief Innovation Officer. Based on the narrative , team VISU.AL produced a video designed to engage the audience with powerful messaging, imagery and music designed to capture their attention, before the main discussion around CX and Customer Journeys.
We were also asked to produce the latest explainer animations , following their most recent acquisitions, now positioning themselves as true leaders in CX solutions on an international scale
Part of the ongoing brand positioning is transcreation to support their presence across multiple regions and we are in the process of engaging our teams based out of Costa Rica, France, Belgium , Spain, Gibraltar, The Philippines and South Africa to enable content to be created at scale and speed.
Here were the top 10 key take -aways from the event , from various CX stakeholders and partners
“Today human progress is measured on the quality of our experiences. How much fun we’re having; how in control do we feel; how easy was it to accomplish a task. We call this the experience economy, where constant improvements make life run smoother and where disruption occurs when an organisation re-thinks how an experience can be delivered by identifying and completely removes friction from a process.”
– Stu Dorman, Chief Innovation Officer, Sabio
“Removing friction from the customer journey requires real understanding and insight. Unfortunately, almost all of the data we collect is focused on what the customer is doing, but very rarely why.”
– Alex Barker, Strategy & Experience Director, Sabio
“People are made to have conversations, unfortunately most CX dialogues are still built around the traditional paper form. Conversational AI gives us the opportunity to throw away the form and give control back to the customer.”
– Steve Woodford, CTO, BGL Group
“There’s still a disconnect between customer expectations and the speed that organisations are able to deliver the changes they need to match customer demands. Too many brands are still delivering ‘meh zone’ experiences.”
– Joana van den Brink, Principal Analyst, Forrester Research
“When it comes to delivering a joined-up customer experience, without KPIs you’re flying blind. With total non-successful digital self-service currently running at around 27%, the optimisation opportunities here are immense.”
– Matt Dyer, Head of Sabio Digital
“Sabio does a great job of bringing cloud value to the customer, linking up all the different CX dots to ensure that organisations achieve their strategic business outcomes”
– Fadi Moubarak, VP – Channels, Avaya International Innovation Officer
“Once you’ve determined your long-term customer engagement strategy it becomes a lot easier to determine exactly what type of cloud CX platform will deliver the best outcomes for your business”
– James Hughes, Head of Solutions, Sabio
“Conversations are still powerful, particularly when it involves resolving complex queries; therefore people can be the differentiator. The key opportunity is to make the business more accessible to customers in the moments that matter the most, whilst increasing efficiency, removing avoidable contacts and driving value for both the customer and the business.”
– James Leech, Head of Contact Centre Transformation
“When it comes to delivering on CX you guys have to get everything right – price, product, convenience, context and trust – and your organisation also has to demonstrate the right ethics as well as being a cool brand.”
– Marije Gould, VP of Marketing EMEA, Verint Systems
“Organisations are getting much better at collecting customer feedback, but less good at turning it into insight and acting on it. For companies to move to VOC maturity they need to have a robust closed loop process and be able to quantify the value of improvements.”
-Simon Thorpe, Head of Insight, Sabio
One thing we understand well is Customer Journeys and CX, especially in a digital-first world. if you are a B2B brand looking to organise an event or any type of digital brand activation , then please get in contact and we’ll to happy to have a no- obligation discussion with you around every stage of the process, from identifying valuable audiences , to creating the right social brand activation , video production, site design, digital content and brand experiences for an unforgettable event and ensuring that it receives the maximum buzz across social channels
