Free SmartCX guide
How to get started with AI: a step-by-step guide for your CX programme
Where AI genuinely helps across listening, understanding and acting on feedback, and a rollout plan that starts small and proves its value.
- See exactly where AI fits across listen, understand and act
- Follow a 6-step rollout plan that starts with the fastest wins
- Run the 8-point readiness check before you switch anything on
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What's inside
Everything between ‘we should use AI’ and a working programme
Listen: better collection
AI survey generation, logic that adapts to each respondent, AI follow-up questions and call transcription, so richer feedback flows in from day one.
Understand: analysis at scale
Automatic categorisation, sentiment, AI summaries and key driver analysis, turning open text from the part nobody reads into the part that explains your scores.
Act: from insight to action
Triage, routing to named owners, AI-drafted responses with a human on the send button, and leadership summaries without a week of deck-building.
The rollout plan
A 6-step sequence, one journey at a time, with the pitfalls and governance questions to settle before anything goes live.
The bottleneck AI removes
115+ hours
Saved per 10,000 responses when AI replaces manual theme and sentiment analysis
100%
Of open-text responses read and tagged, not just the sample a person had time for
Minutes
From a response arriving to it being categorised, scored and visible in themes
Includes the AI readiness checklist
An interactive 8-point check that tells you whether to start now or fix the foundations first, and which gap to close before your pilot.