From Discovery to Delivery: Here’s a Proven Methodology to CX Success – Angela Clarkson, Head of Business Consultancy, Sabio Group
Looking to transform your customer experience (CX) but feeling overwhelmed by the options? Well, you’re not alone.
In an era where a single negative interaction can go viral, organisations are scrambling to upgrade their CX capabilities. But here’s the thing: successful CX transformation isn’t about jumping on the latest tech bandwagon — it’s about following a proven roadmap to results.
For many of our 650+ customers globally, this is where our three-phase methodology has helped global brands turn CX challenges into triumphant successes.
Discovery: Laying the Foundation for Success
The journey to CX excellence begins with a thorough discovery phase, where our expert consultants work closely with organisations to understand their unique challenges and opportunities. This crucial first step involves detailed analysis, consultation, and the development of ROI-based solutions encompassing Workforce Engagement Management (WEM), automation, and analytics.
The power of this approach is evident in our work with industry leaders.
Take British Airways, for instance. What began as a focused Intent, Capture & Analysis (IC&A) assessment evolved into a groundbreaking, award winning and multi-nominated AI transformation initiative.
Similarly, our collaboration with DHL Express showcased the tremendous value of thorough discovery — this time via a WFM consultancy engagement that uncovered opportunities that led to a programme delivering significant savings and extraordinary return on investment.
Transformation: Accelerating Time to Value
With a solid foundation in place, we move to the transformation phase, where our expertise truly comes to life. This stage focuses on delivering rapid value through platform replacement, cloud migration, and / or innovative solution implementation.
Our track record speaks volumes in this area. For example, our partnership with Davies Group resulted in a comprehensive deployment of Genesys Cloud CX and Salesforce Service Cloud Voice across 2,000 seats globally. Similarly, at Homeserve, our AI voice automation solution now handles 10 million calls annually, delivering £1M in yearly savings with 36% of claims automated.
Another award nominated project – this time with Flutter Entertainment – sees our Workforce Optimisation project stand as further testament to our transformation capabilities.
Optimisation: Ensuring Sustained Excellence
But the journey doesn’t end with transformation.
Our optimisation phase, or our ‘Perform’ stage, focuses on continuous improvement through rigorous tracking, review, and optimisation of CX processes. This is delivered through either technical or operational Managed Services, ensuring sustained value creation.
Consider Rentokil Initial, where we’ve implemented a global Genesys solution across more than 30 countries, incorporating AI and email automation with comprehensive success management. Or Vodafone, where our AI tuning and optimisation services process 36 million calls annually, achieving 60% containment and generating millions of pounds in savings.
Why Sabio’s Methodology Stands Apart
What distinguishes our approach is its flexibility and scalability. Whether an organisation is at the beginning of their CX transformation journey or looking to optimise existing operations, our methodology adapts to meet them where they are. This adaptability, combined with our deep technical expertise and proven track record, positions Sabio as the ideal expert services partner for organisations serious about CX transformation.
But our methodology isn’t just about implementing technology — it’s about delivering measurable business outcomes. From initial discovery through to ongoing optimisation, we maintain a laser focus on ROI, operational efficiency, and customer satisfaction. The results achieved by our clients — from multimillion-pound savings to award-winning implementations — demonstrate the effectiveness of this approach.
Ready to Transform Your CX? Start with a Sabio CX Assessment
Don’t let CX challenges hold your organisation back. Whether you’re just starting your transformation journey or looking to optimise existing operations, talk to us about a CX Assessment that can help identify your path to success. Our expert consultants will assess your current capabilities, benchmark against industry best practices, and provide actionable insights to drive your CX strategy forward.
Contact us today to join the ranks of leading organisations that have transformed their customer experience with Sabio.
Sabio Group is a global digital experience transformation services specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Denmark, Malaysia, Singapore, South Africa and India.
The Group delivers solutions and services that seamlessly combine digital and human interactions to support brilliant customer & employee experiences (CX & EX).
Through its own technology, and that of world-class technology leaders such as Amazon, Avaya, Genesys, Google, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.
The Group specialises in contact centre, AI, CRM and data insight technologies and works with major brands worldwide, including Aegon, AXA Assistance, BBVA, BGL, Caixabank, DHL, loveholidays, Marks & Spencer, Rentokil Initial, Essent, GovTech, HomeServe, Sainsbury’s Argos, Telefónica and Transcom Worldwide.
For additional information on the Sabio Group view their Company Profile
