Welcome to the CCW UK Executive Exchange, the invite-only networking opportunity for senior CX, digital service, and contact centre leaders to network and benchmark best practices. Download the agenda to view the full speaker line-up and session outlines from the previous edition of the ...
Here, we speak with two leaders who have gone down opposing paths. In the “build” corner we have Paul Cooper, the former Head of Technology Delivery, Operations and Cyber at takepayments, and in the “buy” corner we have Dan Allen, the Deputy Director Dan Allen, Deputy Director of Landlord Support, National Residential Landlords Association (NRLA) of Landlord Support at the National Residential Landlords Association (NRLA). Together they dive into the pros and cons of each approach and offer critical insights around AI scalability, maintaining AI independence, implementation best practices, talent management, and their biggest learnings.
The AI revolution is here. It’s happening. And CX leaders are under pressure to tap into it.
While early discussions around the new wave of AI technology hitting the market focused heavily on its potential, the discourse in 2024 has shifted towards tangible results. AI has crossed that nice-to-have threshold into must-have territory as more and more success stories come to light.
Not many companies are fully equipped for this transformation, though. Implementing AI poses numerous challenges on technical, regulatory, data, and workforce fronts. The rapid evolution of the technology requires businesses to adopt robust digital frameworks and conduct comprehensive risk assessments to protect their brand reputation.
So, just how are brands getting their AI journey started? Where are they investing in AI technology? What impact have existing investments already made? How prepared are their respective workforces? What are their biggest concerns around AI integration?
This report offers some answers.
Based on insights gathered from a survey of more than 100 customer management executives from the CCW Europe community, it provides a broad picture of a perpetually changing, highly nuanced space.
Key findings include:
To get more insights and explore some actionable AI takeaways that can empower you to lead your team confidently into the AI-powered future, download the report in full.