As contact leaders strive to unlock the full potential of AI, many organizations encounter the same critical hurdle: securing buy-in from the Executive Leadership Team (ELT). It’s a pivotal step in any AI maturity journey, one that plays a critical role in whether AI initiatives flourish or flounder.
In this fourth installment of our AI Maturity series – following previous installments on people, process, and technology – we’ll explore strategies to earn ELT support and the key considerations you need to keep in mind.
Why ELT Buy-in Matters for AI Success
AI transformations require more than deploying the latest in technology. They demand cross-functional alignment, resource allocation, and a shift in organizational culture. Gaining ELT support ensures:
- Strategic prioritization: AI initiatives align with business goals and receive adequate resources.
- Long-term commitment: Leaders champion AI adoption and help navigate challenges along the way.
- Cultural readiness: A clear message from the top fosters trust and engagement among teams. Read more about building a culture of readiness here.
Without ELT backing, even the most promising AI initiatives can struggle to get off the ground, and scale beyond pilot programs.
How to Secure ELT Buy-In
Drawing insights from our own customers’ success stories and industry pioneers, here are the key strategies for building a compelling case for AI at the ELT level.
- Connect AI to business goals
Executives prioritize initiatives that directly impact business outcomes. Frame AI as a solution to top organizational challenges, such as:- Reducing operational costs
- Increasing revenue through enhanced customer interactions
- Saving time that can be repurposed for more strategic work
- Make a strong business case
Bring forward specifics on how AI can have a strong positive impact on business outcomes:- Highlight ROI: Provide concrete examples of how AI can deliver measurable returns.
- Quantify the potential impact: (i.e., increased sales by X%, reduced processing times by Y%) to illustrate value.
- Engage and educate
Adding new and unknown technology can be daunting, removing any misconceptions and easing concerns can help expedite the process:- Demystify AI: Explain AI’s capabilities and limitations in non-technical terms, addressing any misconceptions.
- Offer workshops: Host sessions to help the executive team understand AI’s practical applications and relevance to the business
- Showcase industry benchmarks
Highlighting competitor advancements can create urgency for AI adoption. Share case studies and industry benchmarks that showcase the transformative power of AI. Recent research indicates that 82% of executives are reevaluating their consumer experience (CX) strategies in light of recent technological progress. - Start with small wins
Demonstrating quick, measurable success can build momentum for larger AI investments down the line. - Quantify ROI and risks
Executives need to see the numbers to justify decisions. Present a clear ROI model that accounts for:- Implementation costs
- Anticipated savings or revenue gains
- Risks of inaction – such as lagging behind competitors, lost market share, and increased inefficiencies as compared to AI-enabled competitors
- Collaborate with key stakeholders
- Involve other departments: Work with teams like IT, operations, and finance to demonstrate cross-functional benefits and reduce silos.
- Find and leverage champions: Identify influential executives who already support technology investments and have them advocate for AI.
Addressing Common Objections
Even the best proposals may face skepticism. Here are some of the most common concerns we see – and how to respond to them:
- “AI is too costly.”
Break down costs into manageable phases and emphasize the long-term savings. Share examples of gradual, scalable implementations – and the value along the way. - “AI is too complex for our organization.”
Highlight user-friendly solutions and emphasize expert support to guide the journey. - “AI is not secure”
Highlight the security and compliance posture to provide assurance. In the ever-changing landscape of both security and compliance, it’s critical to get feedback from other parts of the organization, such as legal counsel or risk management, to ensure alignment ahead of conversations with ELT. - “We’re not ready.”
Point to your phased roadmap, designed to build confidence, capability, and adoption over time.
Securing IT Buy-In: A Critical Step in the AI Journey
While gaining support from the entire ELT is essential, equally important is aligning with IT stakeholders throughout the evaluation and buying process. IT teams play a pivotal role in ensuring that AI initiatives are both technically feasible and aligned with the organization’s broader strategies. Here’s why IT buy-in is critical and how to incorporate their perspective effectively.
Why IT buy-in matters
- Technical Expertise and Feasibility: IT teams assess infrastructure readiness, integration requirements, and scalability to ensure the proposed AI solution fits within the existing tech stack.
- Alignment with AI strategy: In many organizations, IT leads AI strategy development, ensuring compliance with risk management and data governance policies.
- Unified front to the broader ELT: Collaborative efforts between IT and business leaders create a cohesive case for AI investments, demonstrating cross-functional alignment.
How to Engage IT Stakeholders
- Early involvement: Bring IT into the process from the beginning to understand technical considerations and address potential roadblocks upfront.
- Highlight benefits for IT teams: Showcase how AI can alleviate technical burdens, streamline operations, and free up IT resources for strategic initiatives.
- Collaborative vendor evaluation: Partner with IT to vet vendors for compliance, security, and compatibility with existing systems.
- Emphasize security and compliance: Address concerns around data security and regulatory requirements with clear, actionable strategies.
Building Alignment for Success
In some organizations, IT has taken ownership of AI initiatives, driving adoption and strategy. Whether IT is a key stakeholder or the primary driver of AI, their alignment ensures that deployments are not only technologically sound but also aligned with risk management policies and long-term goals.
By fostering collaboration with IT and presenting a unified front to the ELT, organizations can significantly enhance their chances of success in deploying and scaling AI solutions.
A Unified Vision: Aligning People, Process, Technology, and Strategy
Securing ELT support is a cornerstone of AI maturity. Ensuring buy-in requires more than a strong business case. It demands alignment across the organization, bridging people, process, and technology under a unified vision and strategy.
Ready to take the next step? To learn more about building your business case for AI and scaling contact center AI initiatives, reach out to schedule a consultation with Cresta today!
