
AI
Agentic AI
technology
digital transformation
business
CX
customer service
AI
Agentic AI
technology
digital transformation
business
CX
customer service
Published on Tue Mar 17 2026
Updated on Tue Mar 17 2026
2 minute read
Want next-gen corporate infrastructure that truly works?' Then think of Artificial Intelligence (AI) not as a pretty, design piece of furniture, but as the heartbeat of a modern building - a seismic-resistant, smart system that ensures the entire structure functions intelligently.
Introducing AI into a business without preparing the groundwork is like installing a state-of-the-art elevator in a crumbling building without strengthening the foundations. While the elevator might move quickly, the building quivers, maintenance costs skyrocket, and the occupants are left frustrated by constant breakdowns. You've added technology, but you haven't transformed the lives of those who call this place home – not at the heart of their daily routines.
Businesses today face the same challenge. AI is not merely a toolkit for quick fixes or a gadget for cutting costs; it is a strategic foundation and a blueprint for the future. When tackled piecemeal, it only adds to organizational complexity. However, when woven into the very fabric of a system, it unlocks immense value for the end customer. The key lies in identifying the common engine of business success and integrating AI into these key functions. And there’s one area where the experts already agree.
Just a few days ago, I had the opportunity to join a lively roundtable discussion hosted by Task Force Italia, a high-level networking and policy-influence hub aimed at making Italy more competitive and sustainable through collective expertise and innovation. Together, we explored the fascinating topics of AI, resilience, and how companies can stay ahead of the curve.
Gathered around the table with me were visionaries from every corner of the market - insurance, construction, document management, security - each bringing their unique lens to the unfolding digital revolution. We explored how it’s being embraced, from bold investments and thoughtful governance to practical applications, and the ripple effects on technological literacy and the reskilling of our human capital.
Despite our diversity, the consensus was clear: the "golden thread" connecting every perspective is customer experience, the beating heart of every service. In an increasingly competitive landscape, the customer remains the unshakeable foundation of any brand's reputation.
When embedded in this crucial function, AI serves as a "superpower" acting across three key pillars:
This is the synergy that transforms customer management from a cost center into a thriving revenue engine. But to do this safely and sustainably, organizations must prioritize data governance, digital sovereignty, and cybersecurity. With AI integrated seamlessly across all of these areas, truly revolutionary results await.
Ultimately, the journey to future-proof corporate infrastructure is about much more than adopting new technologies. It is about redesigning how organizations think, make decisions, and, most importantly,serve their customers. AI becomes truly transformative only when it moves beyond isolated tools and becomes part of a systemic architecture, connecting data, processes and people.
In this sense, the real challenge is not technological. It is organizational and cultural - and it all begins with CX. The companies that will lead the next wave of competitiveness will not be those that simply deploy AI faster, but those that learn how to govern it responsibly, embed it into their operating models, and harness it to create meaningful value for customers. Because in the end, technology alone does not define businesses. Service does.

Created at Fri Mar 27 2026
5 min read
Leaders’ most valuable insights don’t come from their titles. They come from lessons learnt along real professional journeys. That’s the wisdom behind our Leading Voices series charting the careers and challenges of the real pioneers behind the future of customer experience. And there couldn’t be a richer example than the story of Julie ‘Jam’ Barton. With more than 16 years of experience across both client and BPO environments, she now leads global training and communications for member servic

Created at Tue Mar 17 2026
2 min read
Want next-gen corporate infrastructure that truly works?' Then think of Artificial Intelligence (AI) not as a pretty, design piece of furniture, but as the heartbeat of a modern building - a seismic-resistant, smart system that ensures the entire structure functions intelligently.
Introducing AI into a business without preparing the groundwork is like installing a state-of-the-art elevator in a crumbling building without strengthening the foundations. While the elevator might move quickly, the

Created at Mon Mar 09 2026
4 min read
I can remember when mobile phones became ubiquitous. In the 80s, there were a few early adopters carrying enormous phones around self-consciously, but in the 90s, phones became small enough to fit in your pocket. Companies from my part of the world - such as Nokia and Ericsson - ruled the cellphone market globally. [Now, all those old phones are in museums