Alongside accelerated digital transformation programmes, digital first interactions have surged in the last two years. Channels including web chats and messaging apps increasingly take the lion’s share of customer interaction and consumers are more inclined than ever to favour a digital first approach.

But what happens when a chatbot lets a customer down or their problem is too complex for self-service? The most delicate and high-stakes customer queries still require human interaction by highly-skilled advisors. While many organisations have mastered their tech stack and their automation, many still grapple with how to harmonise exceptional tech with exceptional talent to deliver flawless experiences for customers with complex cases.

We’ve joined forces with Sabio to explore how high growth businesses merge a fresh approach to employee wellbeing with AI tools to enable integrated desktop experiences for agents. Over breakfast, we’ll bring together a combination of Nimbus Ninety members, from both customer service and automation backgrounds to debate and uncover how the two can work in tandem to deliver humanised services.

08.45 Welcome from Nimbus Ninety

08.50 Automation and the Breakdown of Human Service

James Hughes, Group Head of Propositions, Sabio 

9.00 Harmonising People and Tech

Stuart Dorman, Chief Innovation Officer, Sabio

9.10 Round-table discussion

9.50 Questions and key takeaways

10.00 Close

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Stuart Dorman, Chief Innovation Officer,  Sabio

James Hughes, Group Head of Propositions, Sabio