12 01732 759725 robust governance isn’t a nice-tohave, it’s a must. The fourth revolution Beyond technology, the roundtable explored AI’s cultural and workforce implications. CIOs described AI as the ‘fourth revolution’, reshaping roles and skillsets. Actuaries becoming DevOps engineers? It’s happening. Generational divides are emerging. Native AI workers may trust the tech too implicitly, risking a loss of critical thinking. The message? Human oversight is essential. The future of AI in CX One unresolved question: how do we monetise AI? Many organisations are still figuring out how to translate AI capabilities into business value. One compelling vision is that every company will eventually have its own trusted AI vendor deeply embedded into its BI systems, mirroring AnywhereNow’s approach to embedded intelligence. Ethically and intelligently The final takeaway? Every decision must serve a single vision: delight the customer. Great customer experiences drive shareholder value, strengthen teams and differentiate brands. AI can elevate what people do, but only when deployed with ethics, process and purpose. Using AI for CX requires a new mindset. The most successful organisations will be those that use AI to empower their people, protect their data and never lose sight of the human experience. As CIOs navigate this evolving landscape, their advice is clear: start small, learn fast and keep empathy at the heart of every AI‑powered interaction. Anywhere.now questions like ‘Would you like me to walk you through the steps to reset your password now?’. These interactions offer minimal value for human agents but are ideal for AI. The result? Reduced handling time, improved consistency and happier customers. AI is also being used internally. A bank CIO shared how live translation and voice-to-text transcription tools cut call durations by 30%, while improving accessibility for customers with language barriers or digital fatigue. A cautious, modular approach Despite the optimism, CIOs voiced concerns about vendor lock-in. With AI features bundled into every platform, there’s a risk of building a new kind of legacy before the organisation is ready. Many are opting for modular strategies, deploying AI in manageable components across departments, then integrating them into a unified CX ecosystem. One CIO described their approach as ‘divide, conquer, integrate’. It’s agile, scalable and avoids premature commitment. But even with modularity, empathy remains central. Chatbots, when poorly designed, can frustrate more than they help. The preferred model? Humans overseeing AI teams, letting technology handle the routine, while people step in for emotive or complex situations. Prioritisation and data trust With so many potential use cases, prioritisation is key. CIOs stressed the importance of focusing on a few high-value, scalable pilots. As one CIO put it: “Even if it’s painful, you have to start somewhere”. Data trust was another major theme. With the EU AI Act tightening the link between compliance, ethics and security, As a CRO, I’m constantly evaluating how emerging technologies can drive revenue, deepen customer relationships and sharpen our competitive edge. At a recent CIO roundtable, one thing was clear: artificial intelligence (AI) is no longer a future consideration, it’s a presentday priority. The CIOs around the table weren’t talking about AI as a tool for cost-cutting or ticket deflection. They were talking about transformation. It’s not about replacing people, it’s about empowering them. One CIO summed it up perfectly: “AI won’t replace people. People who use AI will replace those who don’t.” That sentiment resonated deeply. AI’s role is to augment human capability, automating routine tasks so agents can focus on high-value, emotionally nuanced interactions. The consensus? The future of CX is a hybrid model: humans managing teams of AI agents, with empathy as the differentiator. In sectors like pensions and healthcare, the ethical use of AI is paramount. Transparency isn’t optional, it’s foundational. Customers must know when they’re interacting with AI. Whether it’s a visual tag or an audio chime, these signals build trust. And trust, as we all know, is the currency of customer loyalty. From data to delivery While most CIOs are still in pilot or discovery phases, clear strategies are emerging, and they start with data. Many are analysing customer interactions that exceed five minutes, identifying friction points where AI can intervene without compromising the experience. One widely discussed use case was automating ‘turnkey’ queries, binary, solution-oriented By Jon Burghart, Chief Revenue Officer at AnywhereNow AI in CX: the challenges and opportunities facing CIOs AI Jon Burghart
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