Technology is only half the battle. Organisations across Australia are investing in generative AI, real‑time assistance and automation to lift contact centres performance. 🚀
Many already have a technical roadmap, a business case and executive sponsorship. Yet the most sophisticated solution will fail if the people who must use it fear it, resist it or are left out of the conversation.
Culture eats strategy for breakfast – and AI change management isn’t a soft add‑on. It’s a core organisational capability that determines whether AI delivers value or simply creates disruption.
