All posts by: stablelogic

in Customer Experience, Digital Transformation, StableLogic

Using Customer Journey Mapping to Improve CX

The customer experience plays an essential role in a company’s success. Mapping the journey of your customers during their interactions with your business is critical to better improving your overall customer service. Understanding the viewpoint of those who purchase your goods and services will also help to improve your marketing and sales processes. Thus, strengthening your relationship with both existing and potential customers. Additionally, it allows your business to differentiate itself – to turn your customer experience into a competitive advantage.

The customer journey map is the beginning to end process of a customer interacting with your business. This involves their entire journey i.e. their movement from new customer (acquisition) to satisfied customer, and hopefully to loyal customer and advocate. It is an essential element in identifying the most effect ways to reach your customers.

Your business must try to support the customer when they want and using the medium they wish whilst offering a personalised experience. By providing multiple communication channels, pre-empting your customers’ needs and being creative, you can transform the success of your business.

However, trying to effectively manage this entire process and delivering for customers can be quite the organizational headache. At StableLogic, our customer experience consultants can easily take on this challenge for your business. We apply experience-driven transformation to help clients reimagine, design, and engineer world-class experiences for customers throughout all stages of their customer journey.

Do you need help with any of the items talked about in this piece?

If you would like a free consultation with one of our customer service consultants, or if you would like to discuss our other services, please call tel: +44 (0) 20 3861 6444 or email

in Cost Saving, Customer Experience, Digital Transformation, StableLogic

Top 5 Trends in Digital Transformation for 2020

As the new year approaches, there’s a lot of emerging trends that will impact how businesses undertake a digital transformation in 2020. Below are five of our key trends that will impact the digital transformation space in 2020.

1. 5G
After a long wait, 5G is likely to be the biggest trend in digital transformation for 2020. It is expected to hit the ground running in 2020 with many mobile providers and carriers like AT&T, Verizon, Nokia, Ericsson and Huawei already selling services ready for the changeover. In addition to bringing us all faster broadband speeds and more reliable mobile networks, the adoption of 5G will also accelerate growth in smart manufacturing and many other areas of everyday business. Basically, the true value of 5G simply won’t be limited to phones. 5G is expected to impact nearly every industry that touches our daily lives. There is no doubt that 5G will be the big gamechanger for 2020 in the digital transformation space.

2. WiFi 6
While not as big of a gamechanger as 5G, WiFi 6 offers significant potential for businesses. The real value of WiFi 6 will be its ability to extend faster data speeds to far more devices than WiFi 5 was able to manage. It’s expected to make bandwidth issues a thing of the past, letting more bandwidth-intensive devices to run through one router without impacting speeds. As the quality and volume of data consumed through WiFi networks are both readily increasing, WiFi 6 will eliminate these pain points beginning in 2020.

3. Privacy
The successful adoption of GDPR plus the impact of social media and the use of consumer data in political elections has made privacy a key trend for 2020. While privacy has always been important, it’s become a much more prominent issue for consumers in recent times. Consequently, it is expected that businesses will take actual efforts and make changes to address this issue. This is not only essential for easing customers privacy concerns but can also create a competitive advantage. Customers want to purchase goods and services from businesses that they can trust to respect their privacy. It’s expected that the security market will also heavily invest in developing new technologies including those for facial recognition and in other areas of biometrics to help verify the identity of individuals but also keep them secure and safe.

4. Analytics
Investment in data analytics should have always been a necessity for a business. You can’t make the right move without the proper data to back up your strategy. In 2020, it’s expected that lower cost analytics solutions emerging within the marketplace will make it much more affordable for businesses to track customer sentiment and collect vital data. Thus, with so much data now readily available for companies to process, it’s hard to imagine a business that ignores analytics lasting until 2021.

5. Chatbots 2.0
Chatbots are expected to advance in 2020 to be more conversational. It’s likely that 2020 will see chatbots provide a more personal experience as their algorithms process more data and AI technology becomes stronger. Today’s level of natural language processing is good but not great, and in 2020, it’s expected that bots will act more like humans in how they converse and pick up on topics. Thus, providing a more realistic consumer experience.

Is your business considering undertaking a digital transformation in 2020?
Deliver value on time, reduce project risks, and improve communications processes with digital transformation consultants who don’t take months to hire. Fortune 500 companies trust StableLogic for expertly matched consultants, exactly when they need them.

If you would like to speak directly to one of our consultants, please call tel: +44 (0) 20 3861 6444 or email

in Contact Centre, Cost Saving, StableLogic

How to Select A Contact Centre Solution

The process of selecting a new contact centre solution is a major decision for any business. A contact centre is at the forefront of your business’s relationship with your customers so selecting the right solution is imperative. Issues like poor call quality, long wait times, and even longer problem resolution times will lead to upset and angry customers.

This in turn will impact your overall reputation and consequently, sales. As a recent report by PWC states: “59% [of customers] will walk away after several bad experiences, 17% after just one bad experience.” Thus, it’s important to get it right.

That’s where we come in. The objective of our contact centre consultants is not only to advise on a highly functional technology solution but also one that is reliable, cost effective and from a low risk supplier.

As contact centre procurement consultants, StableLogic can support clients with requirements gathering, production of a specification and the full selection process.

Our team develop specifications and manage contact centre procurements on behalf of clients on a continuous basis. We understand the different products, suppliers and configuration options and can advise clients on how these work in practice.

We specialise in the procurement of both contact centre technologies and services, including fully outsourced contact centres.

Do you want to discuss any of the services offered in this piece?
For more information on StableLogic’s contact centre services, please click here. If you want to speak directly to one of our consultants, you can email or call +44 (0) 20 3861 6444.

in Digital Transformation, Project Management

How To Choose The Right Vendor For Your Business

From the initial sales pitch through contract negotiations, implementation and post-implementation support, each vendor provides a unique experience. Even if their product is similar to their competitors’, each vendor will have different structures, processes and styles at every touchpoint.

Consequently, it will be of no surprise that in addition to understanding how a product works, it’s just as important to understand how vendors will work with you.

You may be wondering, isn’t it the objective of the procurement process to learn about a vendor in this way? This is true. Conducting a procurement process and listing your business requirements in a document, such as an RFP, is a highly effective way to ensure that a vendor is right for your organization.

However, a gap can remain between what has been stated in an RFP and what a vendor can really deliver. Therefore, having a grounded understanding of a vendor’s reputation based on previous experience can help provide a much richer engagement throughout the full project lifecycle.

At StableLogic, we are working with market leading vendors on a continual basis, and what’s more we are working throughout all stages of an engagement lifecycle – from procurement to ongoing support.

This helps us provide you with knowledge on:

Vendor Selection – Is the vendor profile aligned to your requirements? Is what has been answered in the RFP backed up by previous experience? What are other customers saying?

Contract Negotiation – What items are worth pushing on and which do we know are unlikely to budge? What vendor weaknesses can be mitigated by ensuring legal obligations are built into the contract?

Professional Services – What are the lessons learned from previous roll outs? What needs to be built into the SOW for a particular vendor? What strengths does the vendor have that should be given special focus?

Ongoing Support – What are other customer’s experiences with support? What can be introduced to improve the level of support?

For more information on StableLogic’s project management services, please click here. If you want to speak directly to one of our consultants, you can email or call +44(0)20 3861 6444.

in Cost Saving, Customer Experience, Digital Transformation, Project Management, StableLogic

How to Assess the Cloud Readiness of Your Infrastructure

Moving your IT services to the cloud can be an overwhelming task. Whilst most people now realize the benefits of the cloud, businesses (and their IT departments) must weigh up how and when they can best move their current systems. Before making any moves, businesses must consider their applications, plus the hardware and network of systems that support the delivery of them.

A cloud readiness assessment can advise a business on cloud adoption and transformation strategies, helping you to understand how to unlock from the resulting benefits for your business.

At StableLogic, when we conduct a cloud readiness assessment, we not only assess your readiness form a technical perspective but also from a business perspective as well.

Key questions answered during a cloud readiness assessment:

• Is the organisation ready to move to cloud services?
• Are the organisations objectives aligned with the cloud services model?
• What changes would need to be put in place to move to the cloud?
• What would be the impact of cloud services on data security, service availability and disaster recovery?
• Which applications and services would benefit most from moving to the cloud?
• What are the major problems and risks of moving to the cloud?
• What are the advantages and limitations of cloud services both technically and strategically?

A cloud readiness assessment from StableLogic fully analyses the cloud options, benefits, limitations, risks and costs. Our clients receive a complete analysis of their cloud position and the future options.

Do you need help with any of the items talked about in this piece?
StableLogic is an independent consultancy business – we don’t sell anything.

If you would like to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email

in Contact Centre, Cost Saving, Customer Experience, Digital Transformation, StableLogic

How Benchmarking Can Improve Your Contact Centre Experience

Due to the growth of digital tools, the experience that customers expect when dealing with a business has changed dramatically. Instead of calling a company with every question, customers now expect to have a variety of resources available to assist them, including chatbots, mobile apps, customer forums, social media, and more. Consequently, the contact centre landscape is in a constant process of change to meet these new demands and expectations.

Obviously, this can be a difficult landscape for businesses to navigate. For many, it can prove problematic to ascertain whether their contact centre operation is meeting current customer needs.

One simple way to evaluate your contact centre operation is to compare it to your competitors. StableLogic’s contact centre consultants can undertake a detailed benchmarking on behalf of your business, providing proactive advice to help you to deliver results. A benchmark can provide you with insights into how to improve your overall customer experience and the efficiency of your contact centre. Our consultants can provide you with advice on the following:

Costs– Are you paying more or less than the market in general?
Services – Are your competitors providing different options?
Accessibility – How does your service compare?
Level of Service – Are you market leading or behind?
Customer Experience – Are your competitors better or worse?

Do you want to discuss your contact centre options?
If you have any questions about this piece or any of our services, then please do not hesitate to contact us by emailing or calling +44 (0) 20 3861 6444.

in Cost Saving, Digital Transformation, Project Management, StableLogic

3 Unexpected Benefits of a Cloud Migration

Over the last decade, undertaking a cloud migration process has grown significantly in popularity. Currently, most businesses have moved some services to the cloud, if not all. Companies have realised many of the advantages of such a transition, including the lower cost, scalability, and low maintenance of cloud and SaaS services.

However, while these benefits are obviously important, there are several other lesser known benefits of a cloud transition, which can have a similarly positive impact on your organisation.

Reduced Carbon Footprint
Operating a data centre requires a constant power supply for your server. When you add the cooling system needed to avoid overheating and the removal of data centre equipment when it reaches the end of its lifecycle, your data centre is creating quite the carbon footprint. According to the National Renewable Energy Laboratory, data centres consume approximately 1.8% of the overall energy consumption in the US each year. This translates to around 70 billion kilowatt-hours of electricity annually.

Cloud computing reduces these figures significantly. Transitioning commonly used software applications to the cloud can cut energy use by 87%. In addition, by reducing energy use, businesses can save up to 60-85% in energy costs.

Improved IT Productivity
A cloud migration removes an organisation’s reliance on its IT department to oversee the maintenance of its onsite services, such as installing updates, maintaining servers, and troubleshooting faulty applications. Cloud migrations unburden IT teams from many of these tasks. They can then spend more time and money on innovative new ideas and projects that contribute to the company’s bottom line.

Larger Talent Pool
Undertaking a cloud migration enables staff to access data and business applications from any location via any connected device. This ensures that your employees can work from anywhere with a decent WiFi connection. Consequently, this means that you can hire from anywhere too.

So, whether new employees are based in the same city as your offices or 10,000 miles away, you can easily set them up with telecommuting technology. Thus, enabling them to work remotely. Likewise, if valuable employees move away or prefer to work from home, there’s no need to incur the costs of finding and training new talent. The larger talent pool available to your company provides you with a better opportunity to source and retain the best talent.

Do you want to discuss transitioning services to the Cloud?
If you have any questions about undertaking a cloud migration or about the services offered at StableLogic, then please do not hesitate to contact us by clicking the button below or emailing

in Customer Experience, Digital Transformation, Unified Communications

Biggest Advantages of Unified Communications

Unified Communications (UC) is gaining popularity as a preferred choice of communication system for businesses. In the past, business communication was often complex and time-consuming requiring the use of different applications, and the presence of all parties in the same location. UC solutions allow for the unification of communication channels integrating voice, video, messaging, and even social medial channels in a way that improves business outcomes. This allows businesses to provide everything their employees need internally to interact together, as well as externally with customers, into one easy to use system.

Key Advantages of a Unified Communications Solution

Improved Collaboration
An essential function of UC is knowing which content, tools, people, and conversations are available in your team’s workspace at any given moment. Whether they are in the next office or on a different continent, unified communication brings employees together with unique instant messaging options, optional screen sharing, and voice and video calling. Thus, improving the overall speed and ease of collaboration between employees.

Improved Mobility
One of the key advantages of UC is that it enables employees to work from anywhere, whether it is at the office, on the road, or from home. As companies continue to grow more dispersed due to trends like remote working and globalisation, UC solutions ensure that organisations can rapidly respond to customer needs. In an on-demand world, organisations cannot afford to respond slowly to business needs.

Improved Customer Experience
UC enables businesses to deliver a stronger customer experience by ensuring that employees have access to the information and support that they need, when they need it most. If an employee needs to forward a call to another department, they can do so knowing that an individual is there and available. Thus, reducing a customer’s wait time. It also becomes easier for an individual to reach out to a fellow team member on a separate channel — while still on the call with the customer — for the needed answer or information. This ensures that businesses can provide the most thoughtful and rapid response to a customer query.

Unified Communications as a service (UCaaS) is ideal for companies that need to downsize or grow rapidly at any time. You can add or remove features to your cloud package whenever you see fit. This is particularly helpful for businesses with seasonal trends in business performance. If you need more people to use your UCaaS system one month, you can add more users for that period.

Do you need help with any of the items talked about in this piece?

StableLogic is an independent consultancy business – we don’t sell anything.

For more information on StableLogic’s unified communications services, please click here. If you want to speak directly to one of our consultants, please call +44 (0) 20 3861 6444 or email

in Contact Centre, Digital Transformation, Networks, StableLogic

5 Hidden Stumbling Blocks Impacting Your Cloud Deployment

Whether it’s a move to Cloud Telephony, a Cloud Contact Center or a complete move of office applications, most organizations have begun to move some of their services to the cloud. Whilst this might seem like the best option, many are quickly finding that it may not be so simple.

Too often, businesses contact us looking for help after their cloud deployments have been delayed, shelved or sometimes entirely cancelled due to deployment issues such as:

Network Performance – Issues with the network can have a high impact on service performance such as with voice, video or load times.

Security – Cloud applications create very new demands for a traditional security environment. Teams are often ill equipped to deal with requirements of cloud applications.

Shared Services – Often an application or service may have been bundled together on a single on-premise solution but now needs to be unbundled to move to the cloud e.g. a single PBX hosting voice, fax and contact center. This is frequently not considered and may have consequences for the business case and deployment logistics.

Change Management – Cloud technology often provides a new way of working. Without effective communication and training, pushback from stakeholders and end-users is likely.

Vendor Management – While many vendors will do a reasonable job of managing the deployment, this cannot be said in all cases. Poor professional services will quickly lead to deployment issues.

In almost all cases, the strategy was right but the deployment methodology was unable to deliver that strategy and cater for the change required.

At StableLogic, we are not only experts in IT, we also project manage these types of cloud deployments continuously. Consequently, we are perfectly equipped to oversee and assist in the deployment of your services at any point during the project lifecycle.

Using our proven methodologies, we can quickly integrate into a project team, analyze the project requirements, and effectively address deployment issues to pull your cloud deployment back on course.

For more information about our project management and programme management services, please contact us below.

in Contact Centre, Digital Transformation, StableLogic

StableLogic hosts the Consultant Alliance Conference 2019

StableLogic had the pleasure of hosting the annual Consultant Alliance conference this week. The conference took place over two days in London and included an evening dinner cruise along the Thames with Bateaux London. Much thanks to our partners who made the trip from Australia, the United States, France, Germany, Italy and Canada for another productive session.

The Consultant Alliance is a closely integrated global network of independent telecommunications and IT consultants. We deliver major projects for multinational clients while maintaining local expertise. Our partners within the alliance include Capcost, Data Perceptions, TeleResult, EE & Associates, Lucernys and MPC Services.

As partners, we work together to deliver projects across the Americas, Europe, Africa, Middle East, Asia and Australasia.

Typical projects for our international team of experts include global WAN procurements, regional fixed and mobile procurements and cost reduction audits. From opening a new office in Brazil to a fifty-country telecommunications audit – we can deliver.

This years conference discussed hot trends impacting each partner’s respective region, different partner innovations, opportunities for cross-collaborations and much more.

For more information about the Consultant Alliance, visit or contact

    StableLogic are an independent technology consultancy with offices in London and Boston.


    The Minster Building, Great Tower Street, London, EC3R 7AG, UK
    +44 20 3861 6444


    One Marina Park Drive, Suite 1410, Boston, Massachusetts, 02210, USA
    +1 617 807 7204