How to build your AI use case: A practical blueprint for CX leaders

Everyone wants AI. Boards are asking for it, vendors are pushing it, and it’s being positioned as the next big leap in customer experience. But the question that often stops organisations in their tracks is: why?

You know you need AI to stay ahead; but knowing exactly why, and where to start in your transformation journey, is far less clear.

In this session, we’ll share a practical blueprint for building your AI use cases: from identifying the right problems to solve, through to designing and implementing solutions that deliver measurable outcomes. We’ll also explore the guardrails and safeguards you need to consider upfront to ensure your AI strategy is responsible, secure and future-proof.

Attendees will learn to:

• Spot opportunities → where AI can have the biggest impact on CX and agent performance
• Design with empathy → ensuring AI enhances, not replaces, the human touch
• Plan for success → guardrails and safeguards to consider upfront (data, compliance, trust)
• Avoid common pitfalls → lessons learned from projects that didn’t deliver on their promise
• Translate ideas into outcomes → moving from boardroom interest to real-world results This session will give CX leaders a clear framework
  

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