Breaking the barriers to AI at scale 

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
   

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