Bitesize Reads #4: Gen AI, Agentic AI and MORE AI + Must-Attend AI Events

Welcome to the April edition of Kerv's LinkedIn Newsletter, Bitesize Reads!

Your go-to monthly newsletter for the latest insights in customer experience, data & AI, compliance, cybersecurity, and more - all in a quick, digestible format 💥

🚀 This months hot topics!

Transforming Customer Experience with AI, Digital and Data

We recently gathered with industry leaders to discuss the rapid rollout of digital-enabled customer services across various sectors, including local governments, travel, energy, banking, fashion, and sports. Despite these advancements, frontline workers are experiencing increased stress and burnout, with 67% reporting that dealing with frustrated customers has negatively impacted their mental health.

The following topics where discussed:

• AI and digital technologies are not a cure-all. They require careful prioritisation and targeting to not only delight customers but also support the wellbeing of contact centre agents.

• The rise in self-service channels has led to agents handling more complex and sensitive issues, resulting in higher stress levels. 53% of agents report mental health concerns such as emotional exhaustion, insomnia, and loneliness.

• High attrition rates in contact centres can lead to significant recruitment and training costs. For example, a 200-seat operation with a 30% attrition rate could incur £540,000 in additional costs.

How do you combat these challenges? Genesys AI-powered solutions like Copilot, Knowledge, Predictive Routing, and Speech and Text Analytics can help:

• Keep agents within their comfort zones.

• Reduce mental load and after-call work.

• Detect high-stress interactions and assign wellness breaks.

• Alert supervisors to abusive situations.

• Flag vulnerable customers.

• Identify possible signs of fraud.

Read more ➡️ Transforming Customer Experience for all with AI, Digital and Data - Kerv

5 Steps To Modernise IT for Agentic AI

Agentic AI represents the next revolution in automation, capable of reasoning, acting independently, and collaborating with users. To fully leverage its potential, businesses must modernise their IT infrastructure.

Here are the five steps to do so:

Replatforming Legacy Infrastructure

• Migrating to Azure Virtual Desktop (AVD) for a flexible, secure desktop experience for remote and hybrid users.

• Modernising Legacy Applications by moving key workloads to Azure to enhance reliability and performance.

• Enabling Hybrid and Multi-Cloud Architectures to ensure data and services are accessible across platforms, creating a connected ecosystem.

Strengthening Security and Governance

• Deploying Microsoft Intune to manage corporate and BYOD devices, ensuring compliance at scale.

• Rolling Out Microsoft Defender for Endpoint to protect users and devices with intelligent threat detection.

• Implementing Conditional Access and Identity Governance to ensure only authorised users and devices access specific systems and data.

Enhancing Data Management

• Centralising Data Storage to utilise cloud-based solutions for better data accessibility and management.

• Implementing Data Governance Policies to ensure data quality and compliance with regulations.

Optimising IT Operations

• Automating Routine Tasks reduces manual workload and enhances efficiency.

• Implementing AI-Driven Monitoring to proactively identifies and resolves issues.

Fostering a Digital-First Culture

• Training and Upskilling Employees to prepare them for AI integration.

• Promoting Collaboration Tools to enhance communication and productivity.

By following these steps, businesses can create a robust IT foundation ready to support the advanced capabilities of Agentic AI.

Read more ➡️5 Steps To Modernise IT for Agentic AI - Kerv

How to Prepare your Infrastructure for Agentic AI

While the buzz is growing, the real challenge for IT leaders around Agentic AI is clear: your infrastructure needs to be ready!

Ask yourself the following questions:

1. Is your identity setup ready for agents to act securely on behalf of users?

2. Can your AI tools access and interpret your core business data?

3. Do you have governance in place to monitor and manage automation workflows?

4. Are your people prepared for the shift in how they’ll work?

You don’t need to implement agentic AI overnight. But laying the groundwork now will put you in a strong position to adopt these tools effectively.

Read Now➡️Preparing Your Infrastructure for Agentic AI - Kerv

Everything you Need to Know about Generative AI

Generative AI is revolutionising the way businesses operate by automating tasks, providing deep insights through data analysis, and creating personalised experiences.

But what is Gen AI, what is it you need to know about the technology and how can it enhance your business?

• Generative AI includes machine learning (ML) and deep learning, enabling machines to create content, make decisions, and solve problems.

• It mimics human intelligence, handling tasks like decision-making and pattern recognition, and is integral to technologies like personalised recommendations and self-driving cars.

• Generative AI is used across various sectors to automate routine tasks, provide insights, and create meaningful interactions. It helps businesses improve efficiency, personalisation, and quality of service.

Ethical Considerations

• Prioritise transparency, fairness, and accountability in AI development.

• Ensure information security and data privacy.

• Follow regulatory frameworks like the EU AI Act and NIST framework.

• Implement sustainable practices to reduce AI's environmental impact.

• Address biases in AI models and follow ethical guidelines.

The Importance of Data

• Quality data is essential for accurate AI predictions.

• Accurate and well-labelled data are crucial for training AI models.

• Human oversight ensures data accuracy and security.

• Focus on data quality and security to leverage generative AI effectively.

By leveraging generative AI, businesses can transform their operations, enhance customer experiences, and drive growth.

Read more ➡️ Generative AI in Digital Transformation | Kerv

Listen now to Learning Kerv, Series 1 ⬇️

🚀 Upcoming Events in May - Must Attend!

AI-Driven Innovation in Retail – Breakfast Briefing

📍 L'Oscar, London 📅 Wed 21st May 🕗 9:00am - 11:00am

AI is transforming retail – but how do you separate hype from real impact? Join us for an exclusive breakfast briefing, where we’ll explore how AI is reshaping retail IT and operations.

What You’ll Learn:

• How data and AI can enhance customer experience & sustainability

• How Halfords transformed their aging network estate into a self-healing AI operation, and the money they saved as a result

• Transformation of store network operations with Juniper Mist AI

• The power of “Uber Service” in creating seamless customer & employee interactions

• Bringing it together – practical experience of AI in UK retail

• Retail Roundtable & Q&A

🎤 Speakers: Neil Holden (Former CIO of Halfords), Tim Walpole (Head of Product and Inoovation at The Retail Trust), Keith Cahoon (Juniper Mist AI Specialist), Dan Speed (Networks Tech Lead at Dunelm), Jane Hamlyn (Managing Director of Kerv's Connectivity practice), Richard Norman (Chief Technology Officer of Kerv's Connectivity practice), Rufus Grig (CTO of Kerv)

If you’re looking to unlock the power of AI in retail, this session is not to be missed!

Register now ➡️AI-Driven Innovation in Retail - Breakfast Briefing - Kerv

Cyber Security: The First Step to AI Readiness - Webinar

📍 Webinar 📅 Thurs 22nd May 🕗 11:00am-12:15pm

AI is the biggest shift in enterprise technology in decades — but adopting it without the right cybersecurity foundations is like merging onto a busy motorway without passing your theory test.

This session is designed to help organisations shift out of neutral and prepare for intelligent transformation, without risking the safety of data, people or reputation.

What You’ll Learn:

• Why AI needs a secure foundation — and what happens if you skip it

• How cyber vulnerabilities can be exposed and exploited at scale

• The top areas where readiness gaps hide in most organisations

• How to map your risk landscape and begin acting

• Practical steps to prepare for a future of secure, scalable innovation

🎤 Speakers: Tony Leary (Chief Information Security Officer, Kerv), Robert Meehan (Managing Officer, Kerv), Mario Cirillo (Chief Technology Officer, Kerv), Matt Davies (Head of Practice, Kerv)

This session is designed to help organisations shift gears — from curiosity and fear around being left behind by AI to confident, secure action.

Register now ➡️Cyber Security: The First Step to AI Readiness - Kerv

Nonprofit AI Readiness through Cyber Security - Webinar

📍 Webinar 📅 Thurs 29th May 🕗 11:00am-12:15pm

In this webinar, we’ll explore how building secure cyber foundations isn’t a blocker to progress — it’s the enabler of it. Whether you’re considering AI to unlock donor insights, streamline operations, or deliver more personalised services, it all starts with cyber resilience.

What You’ll Learn:

• Why cyber is the starting point for any AI journey — and what happens if you skip it.

• The most common security gaps in nonprofit organisations (and how to fix them).

• How to strengthen access controls, protect supporter data, and build team confidence.

• A simple, strategic roadmap to assess your AI readiness — safely and affordably.

And hear real-world insights from experts working across charities, NGOs, and public sector bodies.

🎤 Speakers: Robert Meehan (Managing Director, Kerv), Tony Leary (Chief Information Security Officer, Kerv), Mario Cirillo (Chief Technology Officer, Kerv), Matt Davies (Head of Practice, Kerv)

Register now ➡️Nonprofit AI Readiness through Cyber Security - Kerv

AI in Compliance: Risky Disruption or Regulatory Lifeline?

📍 Everyman Cinema, Finsbury Avenue, EC2M 2PF 📅 Thurs 8th May 🕗 9:30am-2:00pm

Are you prepared for the evolving compliance challenges in a mobile-first, AI-driven world?

Join our in-person event to answer this question and dive into the complexities of AI-driven solutions, mobile compliance, and the future of trade floor recording devices.

What You’ll Learn:

• Gain insights from financial industry experts on real-world compliance challenges.

• Explore the rise of AI in compliance, balancing risk and opportunity.

• Learn best practices for AI governance and understand AI-driven risks.

• Discover solutions to tackle auditing challenges and embrace mobile compliance.

• Get an exclusive first look at market-leading solutions with feature demonstrations.

And get all our questions answered in our Q&A session!

If you’re looking to unlock the power of AI in Compliance, this session is not to be missed!

Register now ➡️AI in Compliance: Risky Disruption or Regulatory Lifeline? - Kerv

The Best and Worst of Agentic AI - Webinar

📍 Microsoft Teams 📅 Thursday 1st May 🕗 11:00am-12:00pm

Join us to explore the adoption of AI in the public sector, addressing both enthusiasm and uncertainty.

Don’t miss out on the opportunity to gain a balanced view of AI opportunities and risks, helping to mitigate concerns and start their AI adoption journey.

What You’ll Learn:

• Gain clarity on Agentic AI and its application to public sector challenges.

• Address concerns about AI’s impact on jobs, governance, and transparency.

• Discover real-world use cases of AI implementation and where it falls short.

• Engage in interactive discussions and live Q&A for tailored insights.

🎤 Speakers: William Dorrington 🤘 (CTO of Kerv's Digital)

Stay ahead of AI trends to navigate adoption and policy decisions effectively!

Register now ➡️The Best and Worst of Agentic AI - Kerv

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👉 Which topic excited you most? Drop a comment and let’s discuss!

Stay tuned for next month's edition and subscribe today to not miss it!