{"id":47903,"date":"2024-08-29T15:19:49","date_gmt":"2024-08-29T15:19:49","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=47903"},"modified":"2024-08-29T15:22:52","modified_gmt":"2024-08-29T15:22:52","slug":"overcoming-the-ai-adoption-chasm","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/overcoming-the-ai-adoption-chasm\/","title":{"rendered":"Overcoming the AI Adoption Chasm"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-47908\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/ai-blog-b.jpg\" alt=\"AI Brain\" width=\"598\" height=\"337\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/ai-blog-b.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/ai-blog-b-300x169.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>As we all know, AI will revolutionise customer experience (CX) &#8211; yet research shows under 5% of CX-focused AI initiatives actually reach any sort of significant scale.<\/strong><\/p>\n<p>But why the gap between the hype and reality?<\/p>\n<p>Our ebook \u2013 entitled &#8216;<a href=\"https:\/\/go.sabiogroup.com\/uk-ai-ebook-revolutionising-the-customer-experience.html?utm_source=external-comms-content&amp;utm_medium=news&amp;utm_campaign=2023-11-gpco-ai-ebook-revolutionising-the-customer-experience\" target=\"_blank\" rel=\"noopener\">Revolutionising the Customer Experience<\/a>&#8216; &#8211; identifies key barriers organisations face when implementing AI across the customer journey.<\/p>\n<p>The report details how the initial ease of testing AI solutions leads teams to underestimate subsequent scaling challenges. Once beyond basic prototypes, cross-business coordination becomes vital but difficult while siloed systems and disconnected, poor data also hamper efforts to feed increasingly large AI models.<\/p>\n<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-47910\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/customer-experience-1.jpg\" alt=\"Revolutionising the Customer Experience\" width=\"598\" height=\"337\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/customer-experience-1.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/customer-experience-1-300x169.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p>Four cultural and operational &#8220;pain points&#8221; stand out as organisations attempt to progress pilots into full deployments:<\/p>\n<ul>\n<li><strong>Getting started is all too easy<\/strong>: The availability of ready-made large language models allows teams to rapidly build prototypes. However, without proper planning, they struggle to transition these to enterprise-grade solutions.<\/li>\n<li><strong>Scaling-up is complex<\/strong>: Moving from departmental to company-wide deployments requires coordination across functions. This relies on breaking down organisational silos &#8211; already a perennial CX challenge.<\/li>\n<li><strong>Achieving the right human\/AI balance<\/strong>: Despite the hype, AI generally augments rather than replaces human capabilities. Companies must strike the optimal equilibrium across activities. This demands open discussion to address valid workforce concerns.<\/li>\n<li><strong>Lack of operational maturity<\/strong>: Most AI platforms remain fast-evolving. It is the pace of this evolution which is challenging for organisations looking to understand the capabilities of the technology. Managing and maintaining these complex solutions long-term requires specific skills and resources.<\/li>\n<\/ul>\n<p>To overcome these adoption barriers, our AI experts advocate a structured approach across four dimensions:<\/p>\n<ul>\n<li><strong>Cultural<\/strong> &#8211; Instill confidence by communicating a clear AI vision from the outset. Upskill workforces via training initiatives focused on data-driven competencies.<\/li>\n<li><strong>Operational<\/strong> &#8211; Begin with tightly scoped &#8220;basics first&#8221; pilots to test processes before expanding reach. Build accountability by empowering project teams.<\/li>\n<li><strong>Financial<\/strong> &#8211; AI demands new ways of investment thinking. Compare it to the internet revolution &#8211; early adopters stand to gain tremendous advantage.<\/li>\n<li><strong>Technology<\/strong> &#8211; Leverage cloud infrastructure for AI&#8217;s vast compute requirements. Audit existing systems and data flows to ensure readiness. Plan post-implementation support.<\/li>\n<\/ul>\n<p>With careful change management grounded in realistic deployment roadmaps, AI can drive immense customer experience improvements \u2013 but equally, getting it wrong can be costly leading to a waste or even total loss of investment.<\/p>\n<p>Only by acknowledging AI&#8217;s potential and its limitations in equal measure can organisations negotiate the gap from ambitious, theoretical promise to real, daily and widespread impact.<\/p>\n<p>To read more about successfully scaling AI in CX, <a href=\"https:\/\/go.sabiogroup.com\/uk-ai-ebook-revolutionising-the-customer-experience.html?utm_source=external-comms-content&amp;utm_medium=news&amp;utm_campaign=2023-11-gpco-ai-ebook-revolutionising-the-customer-experience\" target=\"_blank\" rel=\"noopener\">download our new ebook today<\/a>.<\/p>\n<p><strong>About the Author<\/strong><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-47609\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/08\/kevin-mcgachy2.jpg\" alt=\"Kevin McGachy\" width=\"118\" height=\"109\" \/>Kevin McGachy is Head of AI Solutions at Sabio Group.<\/p>\n<p><a href=\"https:\/\/www.sabiogroup.com\/\" target=\"_blank\" rel=\"noopener\">Sabio Group<\/a>\u00a0is a global digital customer experience (CX) transformation specialist with major operations in the UK (England and Scotland), Spain, France, Netherlands, Malaysia, Singapore, South Africa and India.<\/p>\n<p><a href=\"https:\/\/www.sabiogroup.com\/\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" loading=\"lazy\" class=\"alignright wp-image-32270 size-full\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2022\/04\/sabio-logo.jpg\" alt=\"Sabio\" width=\"223\" height=\"68\" \/><\/a>The Group, which includes \u2018makepositive\u2019, delivers solutions and services that seamlessly combine digital and human interactions to support exceptional customer experiences.<\/p>\n<p>Through its own technology, and that of world-class technology leaders such as Avaya, Genesys, Verint, Twilio, Google, Amazon and Salesforce, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.<\/p>\n<p>The Group works with major brands worldwide, including Aegon, AXA Assistance, Bankia, BBVA, BGL, Caixabank, DHL, loveholidays, Marks &amp; Spencer, Rentokil, Essent, GovTech, HomeServe, Sainsbury\u2019s Argos, Telef\u00f3nica, Think Money and Transcom Worldwide.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As we all know, AI will revolutionise customer experience (CX) &#8211; yet research shows under 5% of CX-focused AI initiatives actually reach any sort of significant scale. Kevin McGachy, Head of AI Solutions at Sabio explains.. <\/p>\n","protected":false},"author":707,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47903"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/707"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=47903"}],"version-history":[{"count":9,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47903\/revisions"}],"predecessor-version":[{"id":47915,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/47903\/revisions\/47915"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=47903"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=47903"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=47903"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}