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PH1 core capbility
YEARS EXPERIENCE
10+ years
TYPICAL CLIENT
VP CX, CMO, VP Digital Transformation, Director of Innovation
NECESSARY TIMELINE
2 to 3 months
Our POV
Customer attitudes to AI are not uniform and rarely match what the business assumes. Some segments want the speed. Others resist, because of a previous bad experience, a privacy concern, or a belief that their situation is too complex for a machine to handle with the care it needs.
The same split exists inside the organisation. Staff who feel threatened by AI do not reject it loudly; they use it at the minimum level required, which is never deep enough for it to deliver what it promised.
What We Do
Observe, do not survey. Structured sessions where AI is part of the experience, so we can see where people engage, hesitate, abandon, or go looking for a human.
Research the frontline too. The two or three specific concerns that drive most staff resistance, which are almost never the ones leadership expects.
Produce a readiness map. Which segments and which interactions are ready now, which need preparation, and where to invest in change management before anything goes live.
What We'll Deliver
Customer AI perception findings by segment and interaction type
Frontline readiness assessment with the real sources of resistance
Deployment readiness map: ready now, prepare first, or wait
Trust triggers and resistance drivers for product and UX decisions
Change management and communication framework
Executive summary for alignment before deployment
When This is Essential
Before launching or scaling a customer-facing AI experience
When a previous AI deployment underperformed on adoption
When customer segments differ sharply in technology attitudes
When staff resistance is already visible during a pilot
When regulatory or reputational sensitivity makes trust a prerequisite
Combine With These Services
AI Strategy Consulting — decide where AI belongs before building it
AI Trust & Confidence Research — measure trust once the AI is live
Customer Journey Mapping — locate the moments AI would touch
Part of Customer Research and AI Product Evaluation.
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Submissions