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 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.