Humanising Complex Customer Communication

Humanising Complex Customer Communication

Why it’s time for CX innovation to look inwards


08:45 - 10:00 GMT

Thursday 27 January 2022
Virtual Event - Taking Place on Zoom

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

In partnership with




Stu Dorman

Stuart Dorman, Chief Innovation Officer,  Sabio

As Chief Innovation Officer, Stuart’s role is to build upon Sabio’s innovation culture as well as helping clients to think differently about how they engineer their customer experiences by applying technology, innovation and disruptive thinking.

James Hughes 2James Hughes, Group Head of Propositions, Sabio 

As Group Head of Propositions, James and his team are at the forefront of building solutions and propositions focused on the challenges both organisations and consumers face within the industry. He is insanely passionate about how technology can improve people’s lives especially customer and agent experiences.


This is a private event for members of our community. Membership is free and takes less than 5 minutes. As a member, you will have access to this and other complimentary events. Learn more.

This event is for 30 C-level, VPs, Directors, Heads, Senior Managers, and drivers of live projects in Consumer Experience, Contact Center, Digital, Innovation, Strategy, Transformation and UX.

Register to Attend