Despite the buzz surrounding artificial intelligence in customer experience (CX), most organisations are still finding their feet and unsure where to turn for guidance, according to insights from Sabio Group’s AI Community Day.
The event, held at Sabio’s London headquarters on Wednesday, 5th March, brought together industry leaders and practitioners to address the real-world challenges of implementing AI within contact centres and CX operations.
Attendees highlighted two primary concerns hampering AI adoption: the struggle to successfully transition from proof of concept to production implementation, and navigating the complex regulatory landscape whilst maintaining ethical standards.
Kevin McGachy, Head of AI Solutions at Sabio, said:
“Our latest AI Community Day has reinforced what we’re seeing across the industry – that organisations recognise the transformative potential of AI but need expert guidance to realise it.
“The day’s discussions clearly demonstrated that specialist services are essential for businesses to not only implement AI effectively today but also prepare for its continued evolution tomorrow.”
The day-long programme featured keynote presentations from industry practitioners, including Adam Holdsworth, Product Owner at Rentokil Initial, who shared insights on AI development within the Genesys platform. CX Solutions Architect at Transcom, Kyle Barrett, presented a compelling case study on real-time translation capabilities, demonstrating practical applications of AI in transforming CX.
Sessions throughout the day addressed crucial aspects of AI implementation, from seamless integration with human workflows to responsible AI practices. Sabio’s experts shared the organisation’s guiding AI principles and their approach to navigating the complex, evolving regulatory landscape. They emphasised how organisation-wide influence and input is required to ensure successful AI roll-out.
Attendees participated in discussions about maintaining transparency and trust with customers whilst leveraging AI technologies to enhance service delivery, with particular focus on how Sabio continuously stays on track with regulatory requirements.
The final sessions explored emerging AI technologies and opportunities for innovation, with industry experts providing forecasts on how organisations can stay ahead of trends and adapt to the rapidly evolving technological landscape.
Sabio, a digital CX transformation specialist, has positioned itself as a leader in guiding organisations through the complexities of technology implementation in customer-facing operations, including AI and automation technologies. Its Community Days represent part of the company’s ongoing commitment to foster knowledge-sharing and practical solutions in CX.
For organisations struggling with AI implementation, the key message from the event was clear: success requires not only the right technology but also expert guidance, ethical considerations, and a strategic approach to overcome the gap between concept and production.
“I would say that technology is not the barrier, it’s the lack of expert guidance required on how to utilise it. You need to understand and identify ROI, create the strategy to achieve it and then manage the organisational changes required at all levels. It’s only by realising all of this that makes the path from POC to production work,” added McGachy. “Sabio’s guiding AI principles support both us and our clients in working in the right way and direction.”
Sabio’s AI Community Day is the first of several being hosted by the company across the coming months, including focus on other topics.
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
