Following earlier customer experience triumph, Engage Hub has been named a winner in the “More Argos More Often” category.
London, UK, 25th June 2025 – Engage Hub, the data-driven AI journey automation company, announced today that it has won the award for providing cutting-edge, AI-powered solutions at this year’s Sainsbury’s Tech Conference.
This is the third time Engage Hub has been recognised by Sainsbury’s, having previously won the award for best ‘Customer Experience’ at Sainsbury’s Tech Supplier Awards in 2024 and for best innovation delivered by a ‘Technology Supplier’ at their Tech Peak Performance Awards in 2022, recognising our contribution to the retailer’s digital transformation.
Delivering contextual intelligence to elevate the Argos’ customer experience
As part of Sainsbury’s ‘Continuous Improvement’ programme, Engage Hub’s AI-powered Contextual Routing solution was deployed across Argos customer contact channels – encompassing both voice and live chat. By dynamically routing customers based on intent, real‑time data and order details, Engage Hub’s intuitive technology empowered Argos to deliver a more seamless, personalised self‑serve journey for their customers.
The outcomes included:
- Reducing contact volumes and average handling time (AHT)
- Freeing up agent capacity to deal with more complex tasks
- Making customer journeys easy through intelligent personalisation
Measured impact:
- Over half a million customers were routed via Contextual Routing solution
- Sixty seconds saved per customer contact
- Average handling time (AHT) reduced by over 33% across channels
With a programme of further automated journeys being deployed throughout 2025/26, Engage Hub expects the efficiency and experience results to grow even further.
“From supporting Sainsbury’s customer‑centric ambitions to transforming the Argos experience, this award reflects our joint commitment to innovation,” said Ray Tierney, CEO at Engage Hub. “Back in April 2024 we were honoured to win for best ‘Customer Experience’ – now we have extended that work, delivering tangible, scalable impact across multiple Argos channels.”
Simon Brennan, VP Sales Europe at Engage Hub, added: “This accolade recognises the agility and trust that defines our partnership and collaboration with Sainsbury’s. Together, we’re redefining how customers interact with Argos – making every journey faster, smarter, and more personalised.”
Engage Hub’s AI-drive contact centre automation solutions provided Sainsbury’s with the flexibility they required to deliver services that meet evolving customer needs, behaviours, and expectations. Get in touch to find out more.