From Pilot to Scale:
The CX Leader's AI Implementation Playbook
The CX Leader’s AI Implementation Playbook is your step-by-step guide to navigating the AI revolution in customer experience. With practical frameworks, industry spotlights, and proven strategies, it gives you the roadmap to build the business case, design credible pilots, scale responsibly, and deliver measurable ROI in the next 100 days and beyond.
Your roadmap to AI-powered customer experience starts here!
What's Included:
- Why AI in CX & Why Now?
- From Ideas to a Pilot Backlog
- Data & Model Foundations
- Operating Model for Scale
- Risk, Governance & Compliance
- Designing High-Credibility AI Pilots
- From Pilot to Production Runbook
- Change Management & Workforce Enablement
- Proving RoI & Reporting
- Vendor & Build/Buy Framework
- Industry Spotlights
- Roadmap: 100 Days → 12 Months
- Innovating CX via Converged Experiences
- Obstacles, Anti-patterns & Fixes
- Conclusion & Next Steps