AI is reshaping the way contact centres work - but not every organisation is on the same journey.

Some teams are just getting started, while others are scaling initiatives or leading with advanced strategies. 

In this strategy-focused session, we’ll explore the four biggest barriers holding teams back from scaling AI- and how different levels of AI maturity are influencing service quality, efficiency, and innovation across the industry.  

Based on insights from our CX research, we’ll break down key blockers like: 

• Process complexity 

• Knowledge and skills gaps 

• Data limitations 

• Legal and compliance concerns 

You’ll hear from Matt Hughes (Head of Product), Raïsa van Olden (Product Marketing Director), and Tue Martin Berg (Executive Director) as they unpack how these challenges are impacting organisations — and what separates high-maturity teams from the rest. 

Whether you’re just starting out or actively scaling AI across your business,  this session will help you pinpoint what’s getting in the way — and how to move forward with more clarity and confidence. 

What you’ll learn 

• How to assess your current AI maturity and CX readiness 

• The four major barriers to AI adoption — and how to address them 

• The real-world impact of AI maturity on service quality and operational efficiency 

• Actionable next steps to advance your AI journey with confidence