Kevin McGachy 
There are events you attend out of obligation, and there are events that genuinely sharpen your thinking. NiCE Cognigy’s Nexus event, held in Munich last week, fell firmly into the second category..
Gartner’s latest prediction is already gaining traction: by 2027, half of organisations that cut customer service staff due to AI will need to rehire people into similar roles under different job titles. Kevin McGachy of Sabio Group, explains..
What’s less clear – and rarely acknowledged head-on – is how much of that transformation will impact the size, shape, and role of the human workforce. According to The Inner Circle Guide to Agentic AI..
The foundation of AI transformation lies in understanding your customers’ actual behaviour. Sabio’s Kevin McGachy highlights some key considerations ahead of any AI implementation in the contact centre..
When approached by Churches Fire and Security about implementing new customer service contact centre, something didn’t quite add up. Here’s why we took a completely different approach – and how it paid off..
As explained in Sabio’s new ebook – entitled ‘Revolutionising the Customer Experience’ – Generative AI represents an exciting “second wave” of AI advancement, building on earlier innovations in machine learning..
As we all know, AI will revolutionise customer experience (CX) – yet research shows under 5% of CX-focused AI initiatives actually reach any sort of significant scale. Kevin McGachy, Head of AI Solutions at Sabio explains..
As generative AI continues to take the world by storm, Kevin McGachy, Head of AI Solutions at Sabio, predicts the impact it will have on the world of CX..
Today, businesses are scrambling to find the secret sauce for meaningful engagement. Enter ContactBabel’s latest report, ‘The Inner Circle Guide to Customer Engagement & Personalisation 2024-25’..
Imagine a world where artificial intelligence (AI) and human expertise seamlessly intertwine, transforming the contact centre landscape as we know it? As we embark on a journey towards 2030, the once futuristic notion..
One of the biggest CX challenges is working out exactly how to capture, organise and act on the potentially billions of different customer journey data points. Kevin McGachy, Head of Solutions, Sabio Group explains..