Industry briefing: How Ocado is delivering fast, human service at scale

Ocado, the UK’s largest online grocer, is reimagining customer experience around a single, intelligent AI agent that spans chat, voice, and messaging.

Partnering with Sierra, Ocado is moving beyond channel silos to automate high-volume journeys like delivery updates – improving containment, cutting resolution times, and maintaining its signature brand tone. Hear how the team built a measurable business case for AI in service and what it takes to operationalise agents safely at scale.

Speakers:

• David Dungay, Editor-in-Chief, CXM
• Dan Elton, Chief Customer Officer, Ocado
• Suveer Kothari, Head of Europe, Sierra

Implementation insights:

• How Ocado automated delivery queries end-to-end while maintaining >90% CSAT.
• The framework used to identify high-ROI use cases and prove impact.
• Lessons learned on governance, testing, and tone-of-voice alignment across channels.

Details:

The industry briefing is available to watch now on-demand.

Register below to watch this exclusive discussion, where you’ll hear directly from a senior CX leader who has successfully implemented AI transformation in a complex, high-volume environment.