Across all industries, change is not a choice. It is a necessity. Yet, the uncomfortable truth is that at the outset of almost any change programme, the odds are stacked against successful delivery. Given its complexity, there is no question that transitioning to an AI-driven operating model is difficult.
This failure rate is widely recognised; even accepted as inevitability. But in real terms, failure on such a level equates to tens of millions of pounds of missing ROI, lost customers and damaged customer relationships, as well as the collateral damage to business strategy, shareholder value and team morale.
This session will dive into the inevitability of failure, success factors and common pitfalls and AI as a human process in AI CX transformation and will help you manage the change smoothly. You will walk away with three key takeaways that will put the AI transformation into a new angle and help you answer the following questions:
- Why does failure happen and what can be done?
- The success and failure factors are already well understood and can be easily managed. Yet many businesses struggle to do this. Why?
- How do you prevent the mistake of ignoring people when you bring in the robots?