{"id":363384,"date":"2025-11-24T22:37:22","date_gmt":"2025-11-24T17:07:22","guid":{"rendered":"https:\/\/www.technologyforyou.org\/?p=363384"},"modified":"2025-11-24T22:37:22","modified_gmt":"2025-11-24T17:07:22","slug":"stop-chasing-ai-hype-and-start-building-strategy","status":"publish","type":"post","link":"https:\/\/www.technologyforyou.org\/stop-chasing-ai-hype-and-start-building-strategy\/","title":{"rendered":"Stop Chasing AI Hype and Start Building Strategy"},"content":{"rendered":"

By Jon Burghart, CRO,\u00a0<\/span><\/i><\/span>AnywhereNow<\/span><\/i><\/span>\u00a0<\/span><\/strong>\u00a0<\/span><\/i><\/span>\u00a0<\/span><\/p>\n

AI is often marketed as a transformative solution for customer service, just switch it on, and your contact\u00a0centre\u00a0is expected to evolve into a sleek, intelligent operation. The promise? Instant support, hyper-personalised\u00a0experiences, and seamless handovers, all delivered effortlessly.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Let\u2019s\u00a0cut through the noise: it\u00a0doesn\u2019t\u00a0work like that.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

I\u2019ve\u00a0spent enough time in the trenches and the boardroom, to know that AI\u00a0isn\u2019t\u00a0a plug-and-play solution.\u00a0It\u2019s\u00a0not a feature set.\u00a0It\u2019s\u00a0a transformation. And like any meaningful transformation, it demands more than enthusiasm and software licenses. It requires strategy and executive buy-in.\u00a0<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Customer service and support (CSS) leaders are under constant pressure to lead AI initiatives and prove their value.\u00a0According to the 2025 Gartner\u00ae Business Buyer Survey, 93% of service and support technology buyers emphasized the importance of AI capabilities in their tech investments.\u00b9<\/b>\u00a0\u00a0In our opinion, that\u2019s a staggering number. But what worries me is how many of those investments are being made without a clear strategic foundation.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

When I talk to executives, I always ask: What problems are you solving with AI? Because too often, the real issue isn\u2019t the tech, its misaligned goals, vague metrics, and disconnected teams. If we don\u2019t start with clarity, we\u2019re setting ourselves up to fail.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Four Pillars of Successful AI Implementation<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/b><\/span>\u00a0<\/span><\/p>\n

To roll out AI effectively, the\u00a0Gartner Playbook for Successful AI Implementation in Service and Support\u00a0<\/b>recommends focusing on four foundational pillars. I thought it was interesting to see that only one of these pillars is technology related.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

1. Leadership Alignment: Start Your Strategy at the Top<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

AI initiatives fall apart when leaders aren\u2019t aligned. This is why leadership involvement is critical from day one. Stakeholders must agree on shared objectives and define what success looks like, whether it\u2019s cost reduction, improved customer experience, agent empowerment, or all three.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Scenario planning and ROI modeling help align expectations and build confidence. Regular steering committee meetings with cross-functional leaders maintain momentum, ensure accountability, and allow for course correction as the project evolves.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

At AnywhereNow, we\u2019ve seen how regular steering committees and shared accountability keep momentum alive. And we\u2019ve seen what happens when executives skip this step: wasted spend, stalled projects, and frustrated teams.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

2. Technology Strategy: Don\u2019t Just Buy \u2013 Build with Purpose<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/b><\/span>\u00a0<\/span><\/p>\n

Once we know what we\u2019re solving, the business can build a roadmap. Not a feature checklist, but a strategic plan. Leaders should identify high-impact use cases that solve real problems, assess build-versus-buy options, and prioritize quick wins that lay the foundation for more advanced capabilities. Executives shouldn\u2019t be chasing shiny objects. They should be solving real problems with the right tools, at the right time, in the right way.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

3. Data Readiness: Trust Begins with Clean Data<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/b><\/span>\u00a0<\/span><\/p>\n

AI is only as good as the data behind it. We\u2019ve all heard about AI hallucinations and misinformation. That\u2019s why data hygiene is a strategic imperative. Therefore, my advice before you launch anything is to audit data architecture, refresh knowledge programs, and establish governance for ongoing quality.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

This isn\u2019t just technical diligence; it\u2019s about trust. If your AI can\u2019t be trusted, your customers won\u2019t stick around.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

4. People Preparedness: Culture Is the Real Catalyst<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/b><\/span>\u00a0<\/span><\/p>\n

AI can be intimidating. I\u2019ve seen teams resist it because they fear being replaced. That\u2019s why we encourage our customers to invest in change management and training early. When agents understand how AI supports them, not replace them, adoption skyrockets.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

This is more than a tech rollout. It\u2019s a cultural shift. And if your people aren\u2019t ready, your strategy won\u2019t resonate, and you won\u2019t realise the business outcomes the Board planned at the outset.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Start Small, Win Fast, Think Big<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Being strategic and having a vision doesn\u2019t mean going slowly. I always encourage companies to start with low-risk, high-reward capabilities that deliver immediate value. Summarisation tools, intelligent routing, knowledge assist; these aren\u2019t just tactical wins. They\u2019re proof points. They build confidence and momentum quickly.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

Furthermore, these capabilities don\u2019t require massive infrastructure changes or deep technical expertise. They\u2019re strategic steppingstones toward deeper transformation and more advanced customer service and AI integration.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

AI Is a Spectrum, not a Destination<\/span><\/b><\/span>\u00a0<\/span>\u00a0<\/span><\/b><\/span>\u00a0<\/span><\/p>\n

I regularly remind our customers that AI isn\u2019t binary. It\u2019s a spectrum, from simple automation to predictive intelligence. You don\u2019t need to leap to the endgame. Start where you are, learn fast, and build forward towards more sophisticated solutions. The companies winning with AI aren\u2019t the ones with the flashiest tech. They\u2019re the ones with the clearest strategy and vision, strongest executive alignment, and the courage to lead with purpose.<\/span><\/span>\u00a0<\/span>\u00a0<\/span><\/span>\u00a0<\/span><\/p>\n

My advice, if you\u2019re serious about AI, is to stop chasing features and start building a strategy. At AnywhereNow, that\u2019s exactly what we help our customers do, cut through the noise, build with confidence, and unlock real value from AI. Not one day. Today.<\/span><\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

By Jon Burghart, CRO,\u00a0AnywhereNow\u00a0\u00a0\u00a0 AI is often marketed as a transformative solution for customer service, just switch it on, and your contact\u00a0centre\u00a0is expected to evolve into a sleek, intelligent operation. The promise? Instant support, hyper-personalised\u00a0experiences, and seamless handovers, all delivered effortlessly.\u00a0\u00a0\u00a0 Let\u2019s\u00a0cut through the noise: it\u00a0doesn\u2019t\u00a0work like that.\u00a0\u00a0\u00a0 I\u2019ve\u00a0spent enough time in the trenches and […]<\/p>\n","protected":false},"author":1,"featured_media":345892,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":{"0":"post-363384","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-technology"},"_links":{"self":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/363384","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/comments?post=363384"}],"version-history":[{"count":1,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/363384\/revisions"}],"predecessor-version":[{"id":363385,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/posts\/363384\/revisions\/363385"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/media\/345892"}],"wp:attachment":[{"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/media?parent=363384"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/categories?post=363384"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.technologyforyou.org\/wp-json\/wp\/v2\/tags?post=363384"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}