Navigating the Five Stages of AI Maturity for Enhanced Customer Experience

In this keynote address, Richard Oldham, Technical Director, Australia & New Zealand at Kore.ai discusses the importance of understanding AI maturity levels to enhance customer and employee experience. He introduces Gartner’s five stages of AI maturity, emphasising that organisations vary in their readiness and capability to adopt AI. By assessing their current level, companies can identify opportunities to improve efficiencies and drive better interactions across different user groups. Richard draws on his extensive experience in customer experience and highlights the shift in public perception and acceptance of AI technologies, reminiscent of the early days of Wi-Fi adoption.

There is no denying the rapid evolution of AI, particularly following the launch of ChatGPT, which has accelerated experimentation and investment in AI across various sectors. Richard notes that while many organisations have started integrating AI, the primary challenge remains demonstrating AI’s value and effectiveness in delivering expected outcomes. Key considerations include understanding…