AI-driven automation is transforming customer experience, but how do you move from theory to real impact? This session will take attendees inside our real life journey of revolutionising CX with AI. We will start from our initial ideas and vendor selection to executive buy-in, deployments, and ongoing optimisation.

The session will explore:

How we chose the right AI partner, including key criteria and lessons from the selection process

The strategies we used to align AI with business goals and secure executive buy-in

How we built and scaled AI automation, refining conversational journeys and improving bot performance

The role of agent co-pilot in enhancing human-AI collaboration and empowering agents with real-time AI assistance

The challenges of proving ROI, navigating tough conversations, and redefining success metrics

Our roadmap for agentic AI, generative AI, and the future of customer interactions

This session will provide real-world insights, practical takeaways, and honest reflections on the challenges and successes of AI-driven CX transformation. Whether an organisation is just beginning its AI journey or looking to scale its automation efforts, attendees will gain valuable strategies to make AI work effectively in their own customer experience operations.

Takeaway

Selecting the Right AI Partner: Criteria and Lessons Learned
Choosing the right AI vendor is critical to success, but it can be overwhelming given the number of options available. This session will break down the key factors we considered when selecting our AI partner, including scalability, integration capabilities, language understanding, and alignment with our long-term strategy. Attendees will gain insights into the evaluation process, including proof-of-concept testing, stakeholder engagement, and lessons learned from the challenges we faced.

Securing Executive Buy-In: Aligning AI with Business Goals
Implementing AI in customer experience requires more than just strong technology—it needs the right level of support from leadership. We will share how we built a compelling business case, aligned AI initiatives with company-wide goals, and communicated the expected impact to decision-makers. Attendees will learn practical strategies for gaining executive support, managing expectations, and ensuring AI investments align with business objectives.

Building and Scaling AI Automation: From Deployment to Optimisation
Deploying AI-powered bots is just the first step; the real challenge lies in refining and optimising them to deliver real value. We will walk through our approach to designing conversational flows, improving natural language understanding, and driving continuous improvements through data-driven insights. Attendees will learn best practices for increasing bot containment, reducing friction in customer interactions, and ensuring a seamless transition between bots and human agents.

Enhancing Agent Performance with AI-Powered Co-Pilot
AI is not just about automation—it is also a powerful tool for supporting human agents. We will share how we introduced agent co-pilot capabilities to assist agents in real-time with suggested responses, knowledge retrieval, and process automation. Attendees will learn how AI can enhance agent efficiency, reduce handle times, and improve customer satisfaction by creating a more seamless collaboration between humans and AI.

Addressing the ROI Challenge: Proving AI's Value in CX
One of the biggest hurdles in AI adoption is proving return on investment. We will discuss how we tackled this challenge by redefining success metrics, measuring impact beyond traditional cost savings, and demonstrating value through efficiency gains, customer satisfaction improvements, and long-term strategic benefits. Attendees will walk away with strategies for navigating ROI discussions with stakeholders and setting realistic expectations for AI performance.

The Future of AI in CX: Agentic and Generative AI
As AI capabilities evolve, the future of CX will go beyond basic automation. We will share our vision for expanding into agentic AI—where AI systems take more proactive and autonomous actions—and generative AI, which enhances customer interactions with more natural and personalised responses. Attendees will gain insights into the next wave of AI-driven customer experience and how to prepare their organisations for these advancements.