Introduction:
Ready to adopt AI in your contact centre—but not sure where to start, or how to prove the value?
In this strategy-focused webinar, we break down two core approaches to AI adoption—the “assistive” hybrid model that augments your existing workforce, and the “digital-first” automation-led model that reimagines service delivery.
Whether you’re planning your first investment or scaling existing tools, we’ll explore the steps to maximise ROI, manage innovation risk, and unlock the true potential of AI—from agent-assist tools to full-scale automation.
You’ll gain a clear framework to shape your strategy, secure buy-in, and deliver measurable outcomes.
What You’ll Learn:
- Two dominant AI strategies: augmentation vs. automation—and which suits your environment
- How to define ROI upfront and track performance over time
- What hybrid AI tools can achieve today (e.g., call summaries, agent assist, coaching triggers)
- Why transformational automation succeeds—and what risks need to be managed
- A step-by-step guide to building a resilient, cost-effective AI investment plan
- How to align AI innovation with compliance, governance, and customer trust
Who Should Attend:
- Chief Customer Officers and customer experience design owners
- Contact centre and CX leaders
- Operations, WEM, and transformation strategists
- Innovation and IT leads responsible for AI planning
- Risk, compliance, or change leaders shaping new tech adoption
