Brad Murdoch explores how organisations can move from talking about artificial intelligence to actually delivering better customer experiences with it. His work focuses on the gap between AI hype and day-to-day operational reality, examining what it really takes for businesses to unlock value from these technologies rather than just experimenting at the edges.

By reading Brad’s stories, you’ll gain a clearer understanding of the practical foundations required for successful AI in customer experience, including security, compliance and organisational readiness. His insights help leaders and practitioners identify where they are on the maturity curve, what obstacles are holding them back, and how to build a roadmap that turns ambitious AI visions into tangible, trustworthy outcomes for customers.