Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Top 2 Takeaways from 2017 CX Change event at Facebook HQ, London - Sitel - Blog

Top 2 Takeaways from 2017 CX Change event at Facebook HQ, London

Visiting London is always exciting but this time I had one special reason for the trip. I am just returning from Facebook’s London headquarters where we (Acticall Sitel Group)  co-hosted an event dedicated to discussing how Messenger and other messaging apps are reshaping Customer Care from Contact to Conversation hubs. It was a unique opportunity to learn from the insights and experiences of prominent thought leaders and experts like Julien Decot, Sarah Burnet, Thomas Rudelle, Vanessa Boudin-Lestienne, among others.

To give you a brief taste of the discussions that took place, I summarized my Top 2 most memorable takeaways from the event. I hope they are as useful and inspiring to you as they are to me.

Real Connections Can Never be Replaced by Technology

This statement should make us pause and reflect about today’s innovation paradigm — especially considering it is coming from a Facebook fellow. Technology is abundant and talked about all of the time; but Julien Decot’s view is that technology’s mission, including his own platform, is to help build connections, not to replace them.

I couldn’t agree more with Julien. A couple months ago, debriefing with a friend who is the CEO of a dedicated smart-home solutions company, the two of us came to the conclusion that he doesn’t sell technology. The technology he sells removes elements taking up excess time and energy thus simplifying things to suit a happier lifestyle. In short, he sells to his customers a “happier lifestyle” – or improved experiences, if you rather. This is what we should all be doing nowadays.

Of course some purely transactional events during the customer journey will move to pure self-serve and automated models, but the main objective of platforms such as Facebook, Messenger, WhatsApp, WeChat or solutions like bots and chatbots are to enhance our ability to connect and build trust – not to replace our role in building true relationships with customers.

Cyber Security: A Growing Concern

The incredibly fast, dynamic and scalable options that the evolution of internet provides to businesses across industries has resulted in an environment where the security is not as well attended to as we wish.

After the debate, the conclusion is that there is a clear space of improvement and an immense security opportunity to still be addressed. As companies continue to better understand and apply existing standards and regulations to emerging channels, there are noticeable security business challenges and uncertainties –  not counting solid responses and appropriate controls – which holds back some top-tier organizations and prevents them from making real progress in the new digital economy.

And they still have reason to be conservative. Statistics reveal no good sign for the future as it has been estimated that by 2021, the cost of cyber-attack damage will exceed  $6 trillion – while no one is truly safe from these cyber attacks. I mean, not even social media king Mark Zuckerberg is protected as his Twitter and Pinterest accounts were both hacked in 2016, not to mention John Podesta’s email hack, Yahoo’s billions of personal data stolen, Tumblr’s millions of accounts hacked, Tesco Bank customers’ account exposed, PlayStation accounting hacked and the more recent Equifax breach.

The security aspects of our new and digitally driven business environment still need to be clearly identified and different industry players must ensure they are taking on different ways of approaching things in order to deal with these changes.

If you want to keep this conversation going or learn more from the 2017 CX Change event, feel free to send me a message – you can also find me on Twitter (@GesnerFiloso). I look forward to hearing from you!


Publish Date: October 2, 2017 5:00 AM

2020 Buyers Guide Automated Call Distributors

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

View more from Sitel

Recent Blog Posts:
Acticall Sitel Group Partners with Fonolo to Improve Customer ExperienceDecember 13, 2017 5:00 AM
Acticall Sitel Group Supports Students Around the GlobeNovember 15, 2017 5:00 AM
Three Takeaways from CEM Telecoms North AmericaNovember 1, 2017 5:00 AM
Sitel Work@Home Solutions: A Three-Way Win for Society, Businesses and AssociatesOctober 13, 2017 5:00 AM
Outsourcing Customer Service to the Best Geography, Best ShoreOctober 4, 2017 5:00 AM
Top 2 Takeaways from 2017 CX Change event at Facebook HQ, LondonOctober 2, 2017 5:00 AM
The Social Client, Dial-Once Partner at Oracle Open World 2017September 29, 2017 5:00 AM
Acticall Sitel Group and Whirlpool Partner at Brazil’s CONAREC 2017September 27, 2017 5:00 AM
Welcome to Sitel IndiaSeptember 26, 2017 5:00 AM
Stop Stalling and Start Installing Bots to Ensure a Successful Digital Customer ExperienceJune 28, 2017 5:00 AM

ABOUT US IN 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =