Far too many brands are still failing to implement a personalized loyalty program when it comes to promotions and loyalty – stuck in a vicious circle of blanket discounting, poor data, and squeezed margins..
When it comes to customer satisfaction in the fast-food industry, Chick-fil-A has once again claimed its spot at the top. For the 11th consecutive year, the beloved restaurant chain has outshone competitors..
According to Forrester’s global Customer Experience Index (CX Index™) 2025 rankings, ongoing challenges that drove last year’s decline in customer experience (CX) quality continue to impact consumers..
In an increasingly digital world, in-person experiences have never been more important for businesses. In this article we explore why that is and how you can make the most of them..
As AI agents reshape work across industries, SuperDial is targeting one of healthcare’s most expensive and invisible burdens: administrative phone calls. Today, the company announced $15 million in new funding..
Customers today don’t think in terms of channels—they just want to reach your business in the easiest way possible. One moment, they’re on live chat. For businesses, this presents a challenge..
Every founder dreams of taking their company public. But while most of the attention tends to focus on revenue, market share, and IPO date, there’s another factor that often gets overlooked: customer loyalty..
For many businesses, contact center agents are the first human touchpoint customers encounter. Here are 15 telephone skills every agent should know to deliver exceptional service and ensure customer satisfaction..
Dealing with upset customers is one of the most challenging aspects of customer-facing roles. Yet, offering stellar customer service hinges on the ability to remain calm, empathetic, and solution-oriented..
How you and your employees treat your customers is critical. When you provide your customers with exceptional customer service, you will own them. John Tschohl of the Service Quality Institute explains..
New Quantum Metric research highlights the importance of balancing human and AI-powered customer support in today’s omnichannel era. The new report, ‘The support struggle: Bridging the digital divide’ explores..
The rapid evolution of generative AI, ranging from large language models (LLMs) to image and audio generators, has brought with it a new set of infrastructure demands..
Sabio Group is delighted to congratulate several of its customers on their outstanding successes at the UK National Contact Centre Awards. Sabio’s clients secured an impressive array of wins across numerous..
TTEC today announced the expansion of its strategic partnership with Zendesk, a pioneer in agentic AI-powered service. With hundreds of TTEC enterprise clients already using Zendesk solutions, this enhanced agreement..
Sanas, provider of the world’s first Real-Time Speech Understanding Platform, today unveiled its AI-powered Real-Time Speech-to-Speech Language Translation technology. Sanas’ breakthrough AI architecture..
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 you’re managing multiple franchise units how do you go from simply “good enough” to “outstanding”? This guide dives into practical, effective strategies for franchise owners to elevate their customer care game..
This article explores how to move beyond manual reports with automated systems that deliver reliable, client-ready performance data. Remote desktop monitoring software designed for operational visibility..
Growth is exciting. It means your business is working. More customers are showing up. Sales are climbing. But there’s one part that gets tricky fast—customer care. If you’re not ready, things can break. Fast.