The Angus & Pete Show CX Podcast

Ep 23 | AI Business Benefit: Is it Here Yet?

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In this episode, Angus and Pete look at the impact AI is really having on the CX industry and people, jobs and the customer experience. The conversation highlights the need for a clear understanding of current capabilities and the challenges faced in data management and legal considerations. Ultimately, they emphasize the importance of a strategic approach to AI in customer engagement encompassing employee training and cultural change.

Takeaways

  • Evidence of AI delivering significant business benefit is still hard to find.
  • A lot of vendor claims seem unrealistic and lack context.
  • Study shows no clear evidence of AI reducing labour costs.
  • Businesses see more benefits when employers encourage AI use.
  • A strategic approach to AI is necessary for real benefits.
  • Training and cultural change will drive effective adoption of AI tools.
  • Understanding current state is crucial for accurate ROI predictions for AI.
  • Data quality is a significant challenge for AI deployment.
  • Many organisations see security and privacy as the top challenge in AI deployment.

    • Keywords

    customer engagement, CFO, financial metrics, ROI, project viability, compliance, opportunity cost, resource allocation, business case, customer experience

     

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    The Angus & Pete Show CX PodcastBy The Angus & Pete Show