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Richard Hall

As seen in: CFOtech UK, IT Brief UK, ChannelLife UK, eCommerce News UK, TelcoNews UK, CMOtech UK, TechDay UK

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Articles

Quietly transforming CX without replacing humans

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By Richard Hall
| CFOtech UK
AI in customer experience (CX) has reached an inflection point. For years, the conversation has been dominated by bold promises around fully automated contact centres, human‑free service models, and instant cost savings. Yet most CX leaders know that buying AI for the sake of it rarely delivers any meaningful results. The organisations seeing real value from AI start with outcomes, rather than the technology itself. These businesses tend to be asking: Where is time being wasted?
Open in Who Shared Issue with article?

Quietly transforming CX without replacing humans

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By Richard Hall
| CMOtech UK
AI in customer experience (CX) has reached an inflection point. For years, the conversation has been dominated by bold promises around fully automated contact centres, human‑free service models, and instant cost savings. Yet most CX leaders know that buying AI for the sake of it rarely delivers any meaningful results. The organisations seeing real value from AI start with outcomes, rather than the technology itself. These businesses tend to be asking: Where is time being wasted?
Open in Who Shared Issue with article?

Quietly transforming CX without replacing humans

|
By Richard Hall
| TelcoNews UK
AI in customer experience (CX) has reached an inflection point. For years, the conversation has been dominated by bold promises around fully automated contact centres, human‑free service models, and instant cost savings. Yet most CX leaders know that buying AI for the sake of it rarely delivers any meaningful results. The organisations seeing real value from AI start with outcomes, rather than the technology itself. These businesses tend to be asking: Where is time being wasted?
Open in Who Shared Issue with article?
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