The AI Mistake Draining Budgets, Killing Customer Service And Forcing Contact Centres To Re-Hire
Everyone’s plugging AI into their contact centre
None are truly ready
AI rollouts are happening fast, but if the foundations aren’t right, they’ll cost more than they’re worth.
Don’t waste time, budget and trust on a rushed launch.
Get a head of the game, grab my free guide:
“7 Essential Steps to Building an AI Powered Contact Centre”
Steve Hindley is a UK-based contact centre consultant with over 20 years of experience helping organisations transform their customer experience.
Specialising in the finance and social housing sectors, he works with CX and operations teams to map and optimise customer journeys, improve efficiency, and implement the right processes and technology, including AI where it adds genuine value.
His practical, outcome-focused approach helps contact centres reduce operating costs, support their teams, and deliver more personalised, human experiences for customers.
The Pressure is Real
You’re under pressure to do more with less. Handling more customer contact with the same or fewer agents and a tighter budget.
AI gets sold as the quick win. The truth?
AI isn’t a shortcut.
In most contact centres, it just automates the chaos.
Why AI Fails in Contact Centres
Most AI failures aren’t about bad technology. They’re about skipping the groundwork.
Skipping Step 1 (clear use case and journey mapping) means you choose the wrong tech.
Skipping Step 3 (data readiness) means your AI can’t personalise or resolve issues because it doesn’t have the information.
Missing process clarity means the AI can’t actually help your customers or agents. It gets stuck in loops.
The result?
Projects stall, complaints rise, agents burn out, and you end up rehiring the people you were trying to free up.
The Smarter Way
The smartest CX leaders slow down before they speed up.
They fix the journey, the data, and the processes, then they plug in AI.
Free Guide: The Pre-AI Checklist
🎯 The 7 Essential Steps to Ensure AI Transformation Success in Your Contact Centre
Inside, you’ll discover:
The 7-step roadmap that top-performing CX teams follow before implementing AI
The critical first step almost every contact centre skips and why it ruins everything that follows
How to make sure your AI has the customer data and company knowledge to actually work
The process fixes that reduce complaints, improve agent workload, and make automation stick
About Us
We’ve helped large contact centres across industries improve customer experience, reduce friction, and make tech projects succeed.
With over 20 years of expertise in voice, process, and CX design, we know where AI fails and how to make it succeed.
Download your free guide now and avoid the costly mistakes most contact centres make before automating
