Lesson learned - in 180 days...
AI,
Conversational AI,
Published on Thu May 15 2025
Updated on Fri Aug 08 2025
6 minute read
Generative AI, like ChatGPT, Bard, Midjourney, etc., is on an unparalleled trajectory, especially considering the fact that it’s hard to unlock its full potential and business implications. In this context, we aim to present the fundamental elements of how we may apply generative AI as an enterprise, based on hundreds of partnership discussions with clients and tech suppliers in the past 180 days. In a truly remarkable feat, the public release of ChatGPT attracted a staggering 100 million users within a mere two months. This achievement not only democratized the accessibility of AI but also secured its place as the fastest-growing app in history. Like with other leaps in technology, CEOs are grappling with the question of whether this technology is merely a passing trend or a truly transformative opportunity. The differentiating factor of generative AI lies in its inherent user-friendliness. It transcends the need for users to possess an in-depth understanding of machine learning; practically anyone capable of asking questions can harness its power. Similar to groundbreaking innovations such as personal computers or iPhones, a single generative AI platform has the potential to give rise to numerous applications, catering to diverse audiences across various backgrounds, ages, and locations with internet access. Apart from that, it carries many benefits for businesses and consumers alike.
Convergence between business, brands and consumer attitudes.
Both the market and consumers have undergone a rapid mindset shift in accepting new technologies. According to the Zendesk CX trends report from 2023, consumers who frequently interact with customer support, now find AI/bots helpful for simple issues, with 77% expressing their satisfaction. Additionally, 73% of consumers expect further interactions with AI to enhance the quality of service they receive. On the other hand, 72% of business executives have expressed their intent to invest in AI within the next 12 months, with 67% of these leaders planning to increase their investment by 25% or more.
Where to begin?
The starting point naturally depends on your organization's existing capabilities, resources, skills, and technological maturity. However, there is a general consensus that generative AI will be a game changer for the customer experience and customer service industry. The crucial aspect is taking that first step and diving into the realm of generative AI.
The Plan.
Everyone has a plan, until they get hit! Whatever plans you had in the beginning of 2023, it's time to revisit them. In simple terms, relying solely on strategy will hinder your progress. It is essential to focus on both ends of the rope. The question then becomes, what can be considered tactical initiatives versus strategic ones, from a business value and tech maturity standpoint.
How crucial is ROI?
We typically encounter three types of brand persona: those focused on growth, those focused on cost-cutting, and everything in between. However, the majority of brands prioritize ROI, particularly those focused on cost-cutting.
When applying next-generation AI, ROI should be viewed as a tactical consideration rather than a strategic one. This approach allows for greater speed, agility, and the mitigation of potential losses. For instance, if you deploy a voice translation service that yields immediate ROI after four weeks, does it truly matter if you need to pivot in 12 months? Most likely not. In the meantime, you would have gained invaluable lessons and saved significant costs.
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Created at Thu May 07 2026
3 min read
AI is no longer optional in 2026 - and that’s great news for CX.
Everyone involved in customer experience (CX) design, or any other form of business process outsourcing (BPO), has seen their business transformed in the past couple of years. Artificial Intelligence (AI) has created a wave of new possibilities for augmentation and productivity - every business has changed. This period of AI experimentation, and especially everything learned in 2025, has created a new starting point for 2026.
This new year will see optimization and a real strategic balance
