The Ferrari Paradox: Why the ‘Best’ AI is often your biggest service risk

Under pressure from increasing client needs, as well as cost and talent, many service organizations buy the most hyped and powerful AI on the market, only to watch it underdeliver. The reason is rarely the technology. It is the missing fuel: a well-defined target picture, data readiness, and system architecture that matches the scale. Learn from our Simon-Kucher Elevate experts why the ‘best’ AI technology is so often the biggest risk in customer service, and what works instead.

Let’s start with a common scenario for many leaders at customer service and contact center organizations: As in most companies, your cost pressure is relentless – qualified staff are harder to find every year, and customer expectations, shaped by the seamless experiences of the tech giants from Netflix to Amazon, have never been higher.

So imagine: To tackle these problems, you make a decision that feels both bold and prudent – you invest in the gold standard, the “Ferrari”…