AI Returns: Separating Value from Hype

For the past few years, the corporate world has been boldly surfing the initial wave of AI excitement. Boardrooms worldwide have poured hundreds of billions of dollars into Artificial Intelligence, fueled by grand promises of economic revolution. We were told productivity would skyrocket, costs would vanish, and businesses would effortlessly scale.

But as the fiscal years roll over, executives are searching for the next wave of provable returns and exploring what they will need to do to catch it and surf it to the beach of productivity gains. The challenge for this next generation of technology, specifically autonomous Agentic AI, is to prove it can deliver measurable, repeatable business value at scale. But unlocking that value requires a total architectural overhaul. It means completely re-engineering the internal human workforce, and ultimately, altering how the customer experiences an organisation from the outside.

Giles Bryan, General Manager CX, NiCE, alongside Chris Herbert, Customer Service Director at Openreach and Zack Kass, Author, Podcaster, and former OpenAI Executive, join host Tom Parker.

Sources: FT Resources, McKinsey, MIT, Gartner, Guardian

This content is paid for by NiCE and is produced in partnership with the Financial Times' Commercial Department. The views and claims expressed are those of the guests alone and have not been independently verified by The Financial Times.

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