As AI continues to transform customer experience, Content Guru is taking a unique approach by looking both backward and forward. In this exclusive interview, Global CEO Sean Taylor discusses the company’s upcoming brain® 2050 event and shares practical insights on leveraging AI in customer engagement.
“AI is pretty big,” Taylor acknowledges with characteristic understatement, before revealing how the technology has already delivered tangible results for clients, including reducing loan processing times by over 50% while improving consistency and quality.
The brain® 2050 event, scheduled for May in London, will explore AI’s journey through three distinct chapters: looking back 25 years, projecting forward to 2050 with Swedish futurist Stefan Hipfors, and examining practical applications for the next five years.
As Content Guru celebrates its 20th anniversary, Taylor reflects on the company’s history of early technology adoption. “We’ve been futurists ourselves,” he explains, noting how they established their “Brain” AI orchestration platform years before generative AI entered the mainstream consciousness.
Taylor emphasizes that successful AI implementation requires balancing excitement with practicality. “Don’t outsource your brains to AI,” he advises. “The horse is the business outcome that we need, and the cart is the technology.”
Content Guru’s approach centers on four pillars: omni-channel communication, omni-data consolidation, omni-automation (with AI as a subset), and what they call “omni-customer” – treating IoT devices as another type of customer in the ecosystem.
For CX leaders navigating the AI revolution, Taylor’s message is clear: prioritize business applications first, then look at how technology fits in.
