7 Essential Steps to Building an AI Powered Contact Centre

Discover the seven essential steps every contact centre should take before adopting AI

Free PDF download. No jargon. Just practical advice.

Book titled '7 Essential Steps to building an AI-Powered Contact Centre' by NextGen CX with colorful horizontal bar at bottom and a step-by-step guide for CX teams.
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Transform your contact centre with a clear, safe and practical AI roadmap

AI can improve efficiency, reduce costs and elevate customer experience, but only when it is introduced with the right structure, governance and clarity.

Many contact centres rush into tools or automation without building the foundations. This guide gives you the exact steps to help you adopt AI safely, strategically and effectively.

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AI can unlock huge benefits but only if you get the fundamentals right

Many contact centres struggle with AI adoption because the foundations are not in place, if you layer AI onto broken processes you’re just automating the chaos.

Teams often do not know where to begin, which processes should or should not be automated, or how to manage risk, compliance and data readiness. This guide cuts through the noise and provides a clear, structured approach that any team can follow.

Key Challenges

  • Unclear starting point

  • Confusion about automation suitability

  • Concerns over compliance and risk

  • Disconnected or incomplete data

  • Uncertainty around platform choice

  • Lack of colleague preparation

  • Trying to do too much, too quickly

What you will learn

Inside the 7 Essential Steps to Building an AI Powered Contact Centre, you will discover how to build the structure, clarity and governance needed for safe and effective AI adoption.

The guide covers:

Strategy & Vision

Understand the benefits of AI automation and how it can positively impact your business.

Use Cases & Pilots

Create use cases that solve real problems and run pilots with clear measures of success.

Digital Infrastructure & Systems

Modernise outdated systems and ensure the right integrations are in place.

Capability & Change Management

Equip and support your teams through training, communication and structured change.

Experience Optimisation

Create use cases that solve real problems and run pilots with clear measures of success.

Data Collection & Preparation

Learn how to consolidate and organise customer and operational data for AI readiness.

Scaling

Move from pilots to production with confidence and the right operational controls.

Book cover titled 'NextGenCX: 7 Essential Steps to building an AI-Powered Contact Centre,' with a black background, colorful logo, and multicolored bar at the bottom.

Built for finance contact centres

This guide is designed for leaders and teams who want a clear, structured approach to adopting AI safely and effectively within regulated environments.

Ideal for:

  • Contact Centre Managers

  • Customer Experience Leaders

  • Team Leaders wanting clarity

  • Heads of Operations

  • Digital Transformation Leads

  • Innovation Teams

Get your free guide

Download your copy and take the first step towards a modern, AI ready contact centre.

Instant access. No jargon.