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PH1 core capbility
YEARS EXPERIENCE
6 to 8 years
TYPICAL CLIENT
CMO, CIO, VP Digital, Chief Digital Officer, Chief Innovation Officer
NECESSARY TIMELINE
4 to 6 months
BUDGET NECESSARY
Up to $100,000
Our POV
Every institution is being sold the same AI story: deploy it everywhere, automate what you can, and let the efficiency gains prove the investment. The institutions following that advice are discovering — sometimes publicly — that AI deployed without understanding which moments require human judgment erodes the customer relationships they were trying to improve.
The Klarna story is instructive. Their AI assistant handled two-thirds of customer service interactions within its first month. By 2025, customer satisfaction had dropped 22% and they were rehiring human agents. The technology worked. The deployment strategy — built on efficiency, not on customer experience evidence — did not. PH1's AI strategy practice exists to prevent exactly that outcome.
What We Do
We map your customer journey against AI deployment opportunities using behavioral evidence from your actual customers — not technology benchmarks, not vendor demos, not what worked in a different industry. We identify where AI accelerates relationships and where it damages them, where customers will trust AI-assisted interactions and where they will not, and where the regulatory, compliance, or reputational risk of AI deployment outweighs the benefit.
The output is a prioritized AI-CX roadmap grounded in customer evidence — with implementation specifications for the highest-value opportunities and clear guidance on what to leave alone.
What We'll Deliver
AI-CX opportunity map across your critical customer journeys
Risk and trust assessment identifying where AI deployment would erode customer confidence
Prioritized AI initiative roadmap with customer impact scores and risk ratings
Implementation specifications for top-priority opportunities including data requirements and success criteria
Competitive analysis showing where AI-native alternatives are already outperforming your current experience
Executive briefing package for leadership and board alignment
When This is Essential
When the organization has AI budget and AI pressure but no clear evidence-based strategy for deployment
When a previous AI initiative produced lower customer satisfaction than expected
When leadership needs to make the case for AI investment to a board that requires proof of customer impact
When compliance, privacy, or reputational risk makes undirected AI deployment unacceptable
When an AI initiative is being scoped and the team needs to know which use cases to prioritize
Frequently Asked Questions
How do you determine where AI creates real value vs. where it creates risk? Through behavioral research with your actual customers in realistic interaction contexts. We observe how customers respond when AI is part of the experience — not in a survey, but in structured sessions that surface the moments where AI earns trust and the moments where it triggers resistance, concern, or abandonment.
What industries do you have AI-CX experience in? Financial services, transit and transportation, higher education, government services, and media and entertainment. Each sector has its own AI trust dynamics — what works in fintech often fails in government, and vice versa. We bring sector-specific behavioral knowledge to every engagement.
How does this engagement connect to our existing AI roadmap? We evaluate your existing AI roadmap against customer evidence and re-prioritize accordingly. In most cases we confirm some initiatives, reframe others, and flag one or two that would damage the customer experience if deployed as currently scoped.
What if our organization does not have much AI experience yet? That is often the best time to do this work. Organizations with less AI deployment history have more flexibility to build the right foundation. We work with teams at every stage of AI maturity — from first deployment to optimization of existing systems.
How is this different from what an AI vendor or systems integrator would recommend? Vendors and integrators have an incentive to deploy AI broadly. PH1 has an incentive to deploy it where it earns customer trust — which is not always the same thing. Our recommendations are grounded in customer behavioral evidence, not technology capability demonstrations.
Combine With These Services
Customer AI Readiness & Perception Research — Add deep perception research to validate deployment sequencing
CX Strategy to Future-Proof Your Organization — Connect the AI strategy to the broader CX master plan
Customer Journey Mapping to Prioritize Customer Needs — Build the journey foundation the AI strategy is mapped against
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Submissions