AX and Service Design: Enhancing the design of customer journeys with AI

As Artificial Intelligence (AI) use cases become increasingly implemented it’s easy to fall into the trap of seeing it as a one-size-fits-all solution.

However, AI is a collection of diverse capabilities, each with its own strengths, from automation to personalisation. In this session, we’ll take a closer look at AI’s many facets and explore how it can be thoughtfully applied to improve customer journeys and service experiences.

In this session, Amy Lynch a Service Designer from the Bank of England will introduce an ‘AI capability design pack’, a framework to help identify and assess opportunities where AI can make a real difference.

Attending this session, you will…

• Gain a clearer understanding of different types of AI and their potential in improving services and customer experiences
• Learn about Artificial Experience (AX) and its influence on customer interactions
• Take away practical tools that might help identify AI opportunities in your own work

Who should come along?
Whether you're new to AI, this talk will help you discover where AI can truly enhance customer journeys, as well as reveal unexpected areas for improvement.

Anything else?
There'll be plenty of time for drinks, nibbles, and conversations!

About the speaker
Amy Lynch is a Service Designer with leadership experience in both the public and private sectors, she is currently a Senior Service Designer at the Bank of England.

Based in the East Midlands, Amy brings a strong background in managing service design and digital projects having worked on complex end-to-end design projects across various industries, including regulation, housing, food, and finance.

Amy specialises in user-centered solutions aligned with Government Service Standards and has broad expertise in digital, data, and related technologies.