The term Artificial Intelligence (AI) is surrounded by a haze of buzz words and hype, making it hard to pin down for business leaders. It can be even harder to understand how best to remain customer-centric – to keep the ‘human touch’ so to speak – while adapting to the seismic technological changes that AI is signposting.

So, what does AI offer to leaders focused on customer-centric growth? And what role can these leaders best play as AI impacts more of what their customers experience and more of their internal organisation? In this paper, we reveal the opportunity for customer-centric leaders to become the vanguard collaborators in the appropriate use of AI technology.

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80% of customer experience programmes fail. Considering that the concept of ‘customer experience’ has been around for quite some time this might seem surprising but, when you consider what this actually means – rearchitecting your business around your customer – perhaps not. In our many years of experience – both within organisations and as consultants – we believe that if you can set the programme up in the right way in the first 90 days your chances of longer term success are significantly. Here are the five obstacles that we believe most commonly need to be overcome in that critical three month period and our thoughts on how to achieve this.

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