Concentrix Australia & New Zealand’s Post

🤖✨ AI + Design Thinking: turning buzzwords into human-centred CX Recently Timothy Spooner and I were thrilled to run an RMIT Online Masterclass on how we use a design-thinking lens to make AI feel like first-class service rather than shiny tech. Here’s the business value—and the playbook you can borrow.👇 🚀 Why it matters to your business • 💸 Proven growth – design-led companies outperform peers by 32 % in revenue and 56 % in shareholder returns (McKinsey). • ⏱️ Real-time insight – agentic AI moves analytics from reactive to predictive, reading intent, tone and emotion as they happen. • 🧠 Voice-of-customer in HD – unstructured reviews, chats and social posts roll into one data stream your team can actually act on. • ✨ Friction-free journeys – AI absorbs the routine decisions and hand-offs, so customers glide through interactions while your team focuses on higher-value moments. 🔑 Key take-aways 1️⃣ 🔍 Map, then automate – journey-map the pain points first; let AI handle the steps where speed or scale add genuine value. 2️⃣ 🧭 Work the five planes – strategy → surface; each layer tells you where automation belongs (and where it absolutely doesn’t). 3️⃣ 🤖 Design for new actors – personal agents talk to organisational agents; think state-based flows, not linear funnels. 4️⃣ 📈 Make artefacts live – “living” journey maps fed by real-time data keep CX relevant as needs shift. 5️⃣ ✈️ Invisible co-pilot – see our airline case study: smart discovery, effortless booking, proactive re-booking, tailored feedback. 🎬 Watch the full session →https://lnkd.in/g3vwAJxZ Huge thanks to the wider Concentrix Catalyst ANZ designers- who pressure-tested every idea. Nothing worthwhile is ever done solo. 🙏 #AI #DesignThinking #CustomerExperience #HumanCentredDesign #ServiceDesign #ConcentrixCatalyst RMIT Online Concentrix Catalyst Natasya Rallios Oskar Santos Khat Hackett Jonas Katzellenbourg Phesephony Naidoo Dinesh Sundar Mark Li 🦌 Bambi Corro III Gustavo Gomes Rodriguez Mashook T. Vanesa Cores Sean O'Brien