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 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.

Creating great customer experiences means putting your audience at the centre. It's challenging but crucial. Leaders often struggle with transformation, risking reputational damage. Successful examples, driven by vision and agility, are emerging. Abdul Khaled, Head of Digital at E.ON Next, shares how he stays customer-centric, uses data, and integrates AI.

Inside this report:

• Steps to become customer-centric
• Overcoming branding challenges
• Enhancing experiences with data
• Balancing human and AI customer service
• Training AI to represent the brand
• Future trends in customer experience