CSS Next: AI Adoption With Impact That Sticks Feb 19 Thursday, February 19

Nick Clark (BCG) on adoption, transformation, and scaling outcomes

​90% of Customer Service and Support leaders are increasing their investment in AI, but so far, only 28% have seen measurable P&L impact.

​Why the gap?

​It is not that companies are overestimating what AI can do. It is that they are underestimating the real complexity of Customer Service and Support. Embedding AI into large, multi-channel, people-heavy operations often produces unpredictable and disappointing results, not because the tech is weak, but because the operating model is not ready.

​Why this session, why now

​Customer expectations are rising, service volumes are not slowing down, and cost pressure is only increasing. AI is no longer a side experiment or a future-state initiative. It is quickly becoming a core part of how service organizations scale, deliver outcomes, and protect margin. The leaders who win will not be the ones who deploy the most AI tools, but the ones who drive adoption, simplify operations, and turn AI investment into measurable impact.

​In this live CSS Next session, Nick Clark, Partner at Boston Consulting Group (BCG), will share lessons learned from 100+ customer service AI deployments and transformations over the past three years, and outline practical steps leaders can take to move from pilots to adoption and measurable outcomes.

​We will explore the levers that make AI stick, including:

​People factors: motivating adoption and sustained usage by both customers and service teams

​Design factors: evolving the AI user experience over time through iteration, feedback loops, and real-world learning

​Strategy factors: simplifying the service operation to create stronger foundations for automation and scalable impact

​Expect sharp insights, real-world examples, and an interactive live audience Q&A, moderated by Omid Razavi, Founder of SuccessLab.us.

​Save your seat and join us live.