Why This Matters Now

AI failures in CX don’t unfold gradually. They propagate at speed – across channels, segments, and decisions. At the same time, Europe’s regulatory clarity is reshaping how responsible AI must be operationalised: risk-based, transparent, and accountable by design. Organisations that treat governance as a strategic capability – not a legal afterthought – will be best positioned to:

• Scale AI across customer journeys with confidence
• Reduce ambiguity in decision rights and ownership
• Protect trust in high-stakes interactions
• Align innovation with regulatory certainty
• Build durable competitive advantage in a trust-led market

What You’ll Learn

This report outlines seven principles for responsible AI governance in CX. Each principle includes clear definitions, real-world good practice patterns, and practical governance checklists for CX leaders

• Human oversight by design
• Resilience built into operations
• Purpose-bound data stewardship
• Transparency that drives understanding
• Fairness across the customer journey
• Safeguarding customer wellbeing
• Executive-level outcome accountability

Who Should Read This?

• Chief Customer Officers
• CX and Contact Centre Leaders
• Digital and Transformation Executives
• Risk and Compliance Leaders responsible for AI deployment
• Board-level stakeholders overseeing AI strategy

If AI is shaping your customer outcomes, governance can no longer sit on the sidelines. Download the Report Responsible AI in CX is not about slowing innovation. It’s about scaling it – with clarity, control, and confidence. Download the full report to understand how leading organisations are building trust-led AI capability in Europe’s evolving regulatory environment.