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Paul Ignasinski, MBA
Visionary Customer Experience (CX), AI, and Digital Transformation Executive / Board Advisor
Paul Ignasinski, MBA, is the Chief Innovation Officer and Head of Artificial Intelligence at Full Potential Solutions. He was appointed to this role in September 2023 and is responsible for leading the Applied AI team and driving the company's growth and innovation agenda.12 Ignasinski has over 25 years of experience in leading high-performing teams across various industries, focusing on customer experience, digital transformation, and strategic initiatives.2
Before joining Full Potential Solutions, Ignasinski held senior leadership roles at companies such as TTEC, Root Inc. (now part of Accenture), and Tata Consultancy Services. His career has been marked by developing innovative solutions and driving revenue growth.12 He holds an MBA from the University of Michigan's Stephen M. Ross School of Business and is based in the Denver Metropolitan Area.3
Highlights
For those of you that know me well, you also know well that I'm not a big fan of the 'noise' in the system - much more interested in the signal. Based on recent conversations I've had, I thought it might be helpful to share the below...
In short, I'm super passionate and encouraged by where this latest generation of AI can and will go for CX - and at the same time I'm also very nervous about yet another technology hype wave that could under-deliver, if we're not careful and considerate in its application and deployment. So with that...
AI will have a massive impact on CX, BPO and the customer support function, period. More than most industries - and that's a very good thing…
I’m biased, but this AI wave will undoubtedly make CX (and EX) better.
But before you implement AI into your CX ecosystem, you’ve got to know what’s best for you (and how to make it work).
Here are five steps to do that:
Step 1: Identify and Understand Your Needs
Before exploring AI tools, it's crucial to have a clear understanding of your current challenges and needs.
ID specific issues you're facing, like:
- high interaction volumes
- slow response times
- repetitive queries
Understanding these FIRST is a must to find the right AI solution(s) for your business.
Step 2: Do Thorough Research on AI Tools
Obvious? Sure. But the temptation to rush AI into your process is real. Don’t do this—it’ll slow you down more than anything else.
Take some time to check out all the AI tools on the market, because each one is designed to address different aspects of CX:
- Some focus on chatbots for instant response
- Some specialize in predictive analytics for proactive support
- Some offer AI-powered CRM systems for better customer management
Learn what tool best aligns with your needs and exactly how it’ll help you, then go from there.
Step 3: Evaluate Vendor Expertise and Credibility
What they say is true:
AI really is the wild wild west right now. AI vendors are popping up like weeds, and not all of them are created equal.
Evaluate potential vendors based on their expertise, credibility, and proven track record in delivering effective AI solutions.
If they don’t have reliable case studies, customer testimonials, and a healthy volume of independent reviews, tread carefully (and/or call me, I'll help! 😉).
Step 4: Consider Integration and Scalability
Like any new tech, whatever AI tool you’re considering has to:
- easily integrate into your existing tech and support infrastructure
- scale with you as you grow
- evolve based on your changing needs
Otherwise, you run the risk of your new shiny AI becoming another piece of tech debt.
Step 5: Run a Pilot Program
Before fully integrating an AI tool into your operations, run a pilot program.
Test the tool in a controlled environment, assess its effectiveness, and make necessary adjustments before a full-scale rollout.
This is a sure-fire way to get fast, team-wide adoption early on.
Any steps you’d add?
A new adventure begins…. I’m beyond excited to share that I’m starting a new position as Chief Innovation Officer & Head of Artificial Intelligence (AI) at Full Potential Solutions!! I’m also humbled to be invited to this journey by such a people-, culture-, and values-first organization, that is redefining and pushing the boundaries of performance in digital-first CX transformation and delivery. Special thanks to Amit Basak and Steve Kezirian for their vision and leadership in charting the course for this innovative next-gen firm, and very much looking forward to the journey ahead!
