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Hyperautomation and GenAI can boost self-service and change customer experience for the better , while also shifting expectations from self-service to proactive service . roles will be most affected by AI , then deliver targeted training to give these employees the skills they need to thrive in the new digital landscape .

It ’ s also important to create opportunities for employees to share ideas as they become familiar with the technology . Giving the green light to explore innovation encourages collaboration that spans across different departments . Building bridges between teams are what help drive efficiency across the whole enterprise .

UK telecommunications operator BT Group realised the value of AI-led operations with its strategic Digital Transformation programme to simplify service management processes .

By replacing and consolidating multiple legacy systems , the group reduced change efforts by 75 % and had large reductions in mean time to repair . In the long term , the group forecasts £ 25 million in savings by 2027 using more proactive and predictive operations .

Navigating adoption of AI advancements

After investment , you need to get people onboard . For a business to take full advantage of the benefits of AI , employees must become comfortable with it . That puts the onus on business leaders to spearhead their digital transformation strategy and show teams how they can use AI in their respective departments and processes for greater efficiency .

You ’ re not just transforming your business ; you ’ re nurturing a culture of innovation and collaboration that can take your company to greater heights .

Greater efficiency , greater customer experience

Bringing together investment and adoption are core pieces of the puzzle to harness the potential of AI .

Employees are empowered to automate tasks and innovate , which opens the door to more agile operations across the enterprise . The result is faster and more seamless experiences for customers .

For example , Copenhagen Airport is frequently awarded as Europe ’ s most efficient airport and serves over 30 million customers . By streamlining operations and automating tasks for employees to work better , the more time they can dedicate to engage directly with passengers .

Upskilling and training employees is a critical component . Organisations should determine which

The airport wanted to revamp its legacy services architecture to create a consistent end-to-end experience for everyone . By identifying common pain points , ServiceNow helped them automate processes and increase user service efficiency for a 90 % customer satisfaction rating .

Doing more with less , successfully

Striking the balance between digital ambition and investment is no small feat as we look to drive efficiency and speed . Making the right investments in AI can be the solution .

That comes down to honing a strategy that encompasses every facet of your business , from empowering employees to aligning with customer needs . By embracing this ethos , you can unlock the power of AI and do more with less , elevate experiences and gain a competitive edge that stands the tests of time . The ‘ iPhone moment ’ for AI is here – and we can ’ t afford to sit on the sidelines . p

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