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Navigating AI Adoption: The Build versus Buy Conundrum

Navigating AI Adoption: The Build versus Buy Conundrum

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.

AI in CX: The Practicalities of Implementation

AI in CX: The Practicalities of Implementation

The AI curtain has been raised. In the initial 18 months following its emergence in late 2022, much of the discourse around this technology centred on unearthing and poring over its potential. That discourse has moved on significantly as 2024 has unfolded and we’re beginning to see brands pushing past proof of concept and showcasing the tangible business value it can deliver.

Turning Customer Centricity into a Business Differentiator

Turning Customer Centricity into a Business Differentiator

For brands today, crafting great customer experiences is about putting your audience at the centre of everything. It’s not easy, but it’s a key business differentiator. Many leaders struggle to get started, hindered by the challenges of driving transformation across teams. Yet, not staying the course risks serious reputational damage. Successful examples are emerging, driven by a clear vision, agility, and transparent communication. In this piece, Abdul Khaled, Head of Digital at E.ON Next, shares how he keeps a customer-centric focus, leverages data, and integrates AI into his strategy.