Bring one AI initiative — leave with a clear plan to make it work.

Most organisations are experimenting with AI in customer service.

Very few are seeing real impact.

Why?

• No clear AI strategy
• Weak data and governance foundations
• Concerns about losing control of customer interactions
• Difficulty moving from pilot → operations

This session is designed to help you move forward.

What you'll get

This is not just a discussion. It’s a working session.

You will:

• Bring one AI initiative (or idea) from your organisation
• Assess it using a practical AI-readiness framework
• Identify your next 2–3 use cases
• Learn what’s working in live environments (AI Agents, Copilot, QA)
• Leave with a 90‑day AI Kick Start plan tailored to your team

Agenda

• 10:30 - Arrival
• 11:00 - What we have learned so far
  
  • Why 90% of AI Pilots fail
  • What are the common traits of succesfull AI projects
• 11:15 - Building AI-Readiness Foundations
  
  • What does it mean to be AI-Ready?
  • Takeaway: A simple AI-readiness model
• 11:30 - Interactive roundtable discussion‍
  
  • AI Reality Check - Where are you today?
  • Use Cases - Where AI actually delivers value
  • Adoption - How to bring teams along
• 12:30 -Open Discussion and Lunch

Every attendee leaves with a completed AI-Readiness assessment and a clear next-step framework for their own environment.

Who should attend

This session is designed for:

• Heads / Directors of Customer Experience
• Customer Support & Service Leaders
• Operations & Digital Transformation leaders

From organisations:

• Exploring AI in customer service
• Running pilots but struggling to scale
• Looking to improve efficiency without losing control

This session is hosted by redk — Zendesk Premier Partner

• 20+ years of CX transformation experience
• 400+ projects delivered
• Helping organisations move from AI pilots to scalable service operations

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