WEBINAR SERIES: THE AI PLAYBOOK YOU WEREN’T GIVEN
The Practitioner’s Roadmap to AI That Actually Works
Join us for a three part webinar series that cuts through the AI hype to show how to design, deploy and optimise AI that delivers real customer and business outcomes.
Most AI initiatives fail not because of the technology, but because of how they are designed, deployed and managed.
This three part series cuts through the hype to focus on what actually drives success. From strong foundations and operational readiness, to continuous optimisation and human and AI collaboration.
Led by Adrienne Merlo, this is a practical roadmap to help you move beyond go live and turn AI into real, measurable business outcomes.
Most AI initiatives fail not because of the technology, but because of how they are designed, deployed and managed.
This three part series cuts through the hype to focus on what actually drives success. From strong foundations and operational readiness, to continuous optimisation and human and AI collaboration.
Led by Adrienne Merlo, this is a practical roadmap to help you move beyond go live and turn AI into real, measurable business outcomes.
Limited seats available – Register today to secure your seat.
WEBINAR 1
The Tech Fallacy | Why “Best-in-Class” AI Fails with “Last-in-Class” Foundations.
Businesses often treat AI as a silver bullet, but prioritising technology over the customer journey is a costly mistake. An “AI First” mindset can lead to poor CX outcomes, while a “Design First” approach builds solutions that genuinely perform and deliver value.
DATE : 7th May 2026
TIME : 1:00pm AEST
COST : Complimentary
WEBINAR 2
Day 2 Reality | Moving from ‘Go-Live” to “High Performance”
The biggest lie in tech is that “Go-Live” is the finish line. In reality, it’s the starting gun. We discuss why static support is the death of AI and how to move into a model of active tuning.
DATE : 21st May 2026
TIME : 1:00pm AEST
COST : Complimentary
WEBINAR 3
The Augmented Floor | Orchestrating Humans and AI in Sync
Stop trying to “replace” agents with bots. The real winners are using AI to make their humans superhuman. We look at the “Total Experience” where the bot, the agent, and the supervisor all use the same “brain” to drive outcomes.
DATE : 4th June 2026
TIME : 1:00pm AEST
COST : Complimentary
MEET ADRIENNE
Adrienne Merlo brings more than two decades of experience across contact centre
operations, digital transformation and AI-enabled customer experience. Beginning her
career on the phones, Adrienne developed a hands-on understanding of frontline service delivery before moving through support, analyst and technology roles. This operational grounding continues to shape her approach — ensuring every strategy, design and system aligns with the realities of customer-facing work.
Throughout her career, Adrienne has led significant transformation initiatives across knowledge management, contact centre technology, conversational design and digital service channels. Her expertise in AI is particularly extensive: she has overseen the development and optimisation of virtual assistants, chatbots and automation frameworks, helping organisations harness emerging technologies safely and effectively. She is known for blending human-centred design with pragmatic implementation — ensuring AI enhances, rather than disrupts, the employee and customer experience.
As a strategic leader, Adrienne excels at bridging vision and execution. She partners closely with stakeholders to define direction, build capability and deliver solutions that achieve measurable operational and customer outcomes. At Customer Driven, she will spearhead the growth of our consulting practice with a strong focus on AI, digital service design and operational excellence — helping organisations navigate the rapidly evolving customer experience landscape with confidence and clarity.
MEET ADRIENNE
Adrienne Merlo brings more than two decades of experience across contact centre
operations, digital transformation and AI-enabled customer experience. Beginning her
career on the phones, Adrienne developed a hands-on understanding of frontline service delivery before moving through support, analyst and technology roles. This operational grounding continues to shape her approach — ensuring every strategy, design and system aligns with the realities of customer-facing work.
Throughout her career, Adrienne has led significant transformation initiatives across knowledge management, contact centre technology, conversational design and digital service channels. Her expertise in AI is particularly extensive: she has overseen the development and optimisation of virtual assistants, chatbots and automation frameworks, helping organisations harness emerging technologies safely and effectively. She is known for blending human-centred design with pragmatic implementation — ensuring AI enhances, rather than disrupts, the employee and customer experience.
As a strategic leader, Adrienne excels at bridging vision and execution. She partners closely with stakeholders to define direction, build capability and deliver solutions that achieve measurable operational and customer outcomes. At Customer Driven, she will spearhead the growth of our consulting practice with a strong focus on AI, digital service design and operational excellence — helping organisations navigate the rapidly evolving customer experience landscape with confidence and clarity.
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