Transformation rarely stalls due to technology. It stalls when people, platforms, and partners pull in conflicting directions, each focusing on different priorities with no unified picture of what the customer actually needs. As AI redraws frontline roles and service delivery, leaders face increasingly important questions about who does what and where value is created.
In this lightning fireside chat, Tandogan Akbıyıkoğulları – Director of Global Consumer Engagement and Care at Versuni – shares his perspectives on the decisions defining the next era of customer care. Drawing on lessons from real AI implementation, he explores where expertise should sit, what partners must bring to the table, and how organisations can translate technological progress into measurable success.
Key themes:
- Why AI makes frontline advisors more valuable – not less – as they take on complex issues and supervise AI performance
- Why the BPO proposition must evolve beyond traditional outsourcing, combining managed services with integrated technology capabilities
- How to lead through AI uncertainty with shared ownership of outcomes and tight alignment between business goals and investment choices
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