Customer service leaders face an operational reality, they are under growing pressure to introduce AI and automation. However, many service teams are still navigating legacy operational challenges, such as:

• Fragmented support channels that create a disjointed customer experience
• Unstructured knowledge that is difficult for both humans and AI to leverage
• Manual triage processes that slow down response times
• Limited visibility and actionability from relevant customer data

‍Without the right operational foundations, AI cannot deliver meaningful value.

This event explores how to design a service operations that truly leaverages a hybrid model, where artifical intelligence enhances human skills.

What You Will Learn

In this practical executive breakfast session, we will explore:

• MIT research findings on what defines a successful AI implementation.
• What “AI-Ready” service operations look like in a B2B service environment.
• The critical operational foundations required before introducing AI tools.
• Practical AI use cases specifically designed for B2B service teams.
• Knowledge management as the centre piece for AI enablement.
• Team evolution: How roles and functions need to adapt within human-AI hybrid teams.
• Platform transformation: How tech stacks drive service-led growth.

The AI-Ready Service Maturity Model

Visualise Your Transformation Journey. Where does your organisation sit today?

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Agenda (Morning session)

• 08:20 — Doors Open + Welcome Coffee
• 09:00 — Introduction
• 09:05 – 09:25 — Building AI Readiness for Powerful Hybrid Teams What works and what fails when implementing AI. Go beyond the hype and deep dive into the digital capabilities needed to create an AI-Ready Service Operating Model. This session provides genuine operational insight into building high-performing, tech-augmented service teams.
• 09:25 – 09:45 — Roundtable discussion / Q&A
• 09:45 – 10:20 — Networking Breakfast
• 10:20 – 11:00 — AI Capability Innovation Showcase
• 11:00 – 11:10 — Closing

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Why Attend a redk Event?

20+ years of expertise in CRM and CX transformation.

• Platform Deep-Dive: Specialised expertise across Salesforce, Zendesk, and leading digital service platforms.
• Proven Track Record: Trusted by leading organisations across technology, media, and business services.

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