Shaping the future of AI through design

AI is not only transforming organisations internally, but is reshaping how people interact with products, services, and organisations.

It promises efficiency and innovation, with the potential to create richer, more seamless, and more personalised experiences. But when organisations lead with the technology instead of people’s needs, it can produce unintended consequences: reinforcing bias, excluding users, or reshaping services in ways that undermine trust.

In this webinar, Mark Skinner will explore how design can help shift that focus. By putting customers, users, and citizens at the centre, we can spot risks earlier, de-risk investment, and make sure AI enhances both the experiences people have and the systems organisations rely on.

We’ll look at:

• Why AI adoption needs to move beyond technology-first thinking
• How to anticipate and address unintended consequences
• Practical tools that your organisation can use to keep the focus on people - including short, medium and long-term methods

The goal: to help teams approach AI responsibly, so the services they create are not only effective, but also ethical and sustainable.

CCMonth 2025 - Beyond the AI hype: Putting people first

AI is everywhere right now. Organisations are racing to deploy new tools and embed them into daily operations. But speed and scale alone don’t guarantee success. Real impact comes when AI transformation is designed to be human-centred and responsible.

It’s how customers experience joined-up, respectful services that truly meet their needs. It’s how citizens benefit from trusted, efficient public services. And it’s how colleagues work smarter, not harder - with AI that enhances their roles rather than replaces them.

When transformation starts with people, it doesn’t just move faster - it lasts longer, delivering value that’s meaningful and sustainable.

CCMonth 2025 is a month-long programme, brought to you by Sopra Steria, Sopra Steria Next and CXPartners, that is dedicated to exploring how organisations can move beyond the hype and make people the focus of AI transformation.

If you've come along to Customer Centricity Month before, you might have noticed a slight change to the name for the programme - from Customer Centricity Month to CCMonth. You can read more about why we wanted to do that in the blog, here.

This year, through a series of expert-led webinars, a resource hub packed with thought leadership, practical tools and insights, and the launch of our customer and citizen centricity assessment, we’ll help leaders understand what people-first transformation looks like - and how to make it happen.

Join us this November to discover how putting people at the heart of AI today will build purpose driven organisations of tomorrow.