Thank you again for joining us at ICEM Berlin.
At ICEM Berlin, we explored how AI can create value in customer care, what may stand in the way of adoption, and which challenges and opportunities matter most in practice. As part of the event, we hosted a roundtable focused on the opportunities, challenges, and practical considerations that shape AI adoption in customer care.
Since then, we have reviewed the workshop inputs, clustered the ideas shared across participants, and translated them into a set of key themes. These themes reflect the topics that matter most when turning AI ambitions into practical action. The roundtable discussions were guided by three key questions:
- Where do you see AI automation potential in your organisation?
- What challenges could prevent this potential from being realised?
- Which problems could this solve for employees, your customers, or your business, and what value could that create?
We now invite you to prioritise the themes that matter most for your organisation. Based on your prioritisation and our recommendations, we will develop a complete playbook for your AI adoption journey.
Please rate each theme according to its priority for your organisation right now. Try to differentiate between the themes and use the full scale, so we can better understand what should come first.