Breakthrough Research: Deploying AI for Productivity, CX & Ethical Governance

Our upcoming Breakthrough Research assesses what effective deployment of AI and emerging technologies in a customer service context looks like in relation to productivity, customer experience, reputation, ethics and governance. The event will include a presentation of the research, followed by a panel discussion and Q&A.

The research draws on the perspectives and experiences of senior executives, employees and consumers.

We look at how customer attitudes to AI are evolving and the implications for customer engagement and loyalty. The research will also consider how organisations assess the ROI and reputational impact of artificial intelligence deployment in a service context, as well as the capabilities, organisational structures and governance required for effective deployment.

The research is sponsored by Cosmos, NewDay and Zurich. The webinar panel discussion will be moderated by Jo Causon, CEO, The Institute of Customer Service with Richard Pash, Chief Customer Officer UK at EMEA Zurich Insurance, Lesley Taylor, Managing Director at Globus Family of Brands UK, Lee Taylor, Senior Manager, Customer Operations Insights at NewDay and Nikki North, Intelligent Automation Digital Product Owner at NewDay.