SESSION 1 OF 3
Most organisations have run an AI pilot. Far fewer have turned that pilot into an enterprise-wide programme that delivers sustained business value.
The gap between proof of concept and production-scale deployment is where AI investment stalls – not because the technology fails, but because organisations underestimate what it takes to cross the line. The business case isn’t funded. The operating model isn’t ready. The lessons from the pilot never make it into the deployment plan.
This session changes that.
Facilitated by Customer Science – independent transformation advisors with deep experience guiding enterprise AI programmes from concept to delivery. Session 1 brings together practical expertise and direct customer testimony to give senior leaders a clear- view of what the journey actually looks like.
A business case framework built for ongoing AI investment – not a one-time approval
The financial and narrative language that lands with CFOs and boards, including how to reframe AI from a technology cost to a business performance lever
Practical risk and mitigation frameworks that address the questions boards and audit committees are asking right now
A clear model for transitioning from capex-led thinking to a sustained investment approach covering ongoing tuning, testing, and capability development
Strategies for maintaining executive sponsorship across a multi-year programme when results take time and complexity is high
Rob Alexander
Partner & Alliances ANZ, Genesys
Head of Partners & Alliances for Genesys across Australia and New Zealand. With more than 25 years’ experience across telecommunications, enterprise software and cloud Sales and Leadership. Rob brings a practical perspective on how AI, technology and partnerships are reshaping customer experience and business.
James Johnstone
COO, Customer Science
James Johnstone is Chief Operating Officer at Customer Science, bringing more than 20 years of experience across customer experience, technology, consulting and business transformation. He specialises in turning strategy into action, helping organisations navigate complex digital and AI transformation to deliver more efficient, sustainable and human-centred customer experiences.
Andrew Carlton
Consultant, Customer Science
Andrew has 25+ years of experience in CX strategy, CCO & COO, contact centres, financial services and consulting including experience in Australia, USA, UK, Canada and Asia. He is an industry CX thought leader and a practitioner achieving numerous CX industry awards. Andrew has been a Principal Consultant and Practice Lead for over 10 years with Customer Science and lead over 300 client engagements.
Senior leaders accountable for AI programme outcomes including Chief Digital Officers, CTOs, COOs, Heads of Transformation, and programme sponsors responsible for making AI investment deliver.
This webinar is part of a series – From Pilot to Production: The Executive’s Guide to AI that Delivers.
This series is facilitated entirely by independent transformation experts. There is no product pitch. The only agenda is equipping you to make better decisions about your AI programme.
Available to all attendees is an independent review of where your organisation sits in its AI journey and a clear set of recommendations for moving forward. Facilitated by independent transformation experts in partnership with Genesys.
