The Problem We Solve
Most AI initiatives fail not because the technology is wrong, but because the service underneath wasn't designed to handle decisions when reality changes. Organisations invest in the ai customer journey expecting transformation, but struggle to define customer journey moments that actually deliver value.
- 74% of organisations struggle to achieve value from AI (BCG, 2024)
- 80% fail to move beyond pilot stage (IHL Group, 2024)
- 75% of initiatives fail to deliver (Fortune, 2024)
Static CX vs Adaptive CX
Most customer experience estates today are built as static customer experience journeys. Teams design the perfect happy path, optimise conversion at each step, and ship it. Then reality intervenes—delivery dates slip, stock runs out, support queues spike, policies change.
The journey was designed for Tuesday. But today is Thursday, and everything has shifted. The experience doesn't know. It can't adapt.
Kairos helps you design experiences that respond intelligently to customer behaviour when reality changes.
The Adaptive CX Framework
Our methodology is built on three foundations:
- Signals — Evidence about what is true right now (customer behaviour, system states, environmental factors)
- Truth Contracts — What the service treats as "true enough to act on" with defined confidence levels
- Behaviour Specs — What the service should do in each moment, with clear triggers and outcomes
The Adaptation Hierarchy
Not every moment needs the same level of AI autonomy:
- Inform — Surface insights for human decision-making
- Assist — Suggest actions for human approval
- Route — Direct to appropriate channels or resources
- Orchestrate — Coordinate multiple systems and actions
- Act — Execute autonomously with human oversight
The Four Gates
Every adaptive moment must pass through four gates before deployment:
- Truth Gate — Is the data reliable enough to act on?
- Safety Gate — What could go wrong, and how do we prevent it?
- Measurement Gate — How will we know if it's working?
- Compliance Gate — Does it meet regulatory and policy requirements?
Our Work
Kairos has helped organisations across Financial Services, Retail, and Telecommunications design adaptive customer moments across the customer experience journey. Our portfolio includes:
- Behavioural Maps — Visual specifications of how AI should respond
- Maturity Snapshots — Current-state assessments with gap analysis
- Moment Worksheets — Detailed specifications for adaptive moments
- Service Blueprints — End-to-end service design documentation
Services
- AI CX Reality Check — Maturity and credibility check replacing opinion with shared reality (2–3 weeks)
- Adaptive CX Opportunity Program — Discover where AI genuinely helps the customer service customer interactions (4–6 weeks)
- AI Design Sprint — Turn one chosen opportunity into build-ready customer journey ai behaviour (4–6 weeks)
- Advisory — Ongoing strategic guidance for customer experience consulting
- AI Hackathon — Facilitated 2-3 day event where cross-functional teams design real AI moments using the Kairos framework
- Training & Facilitation — Practical capability transfer enabling internal teams to run adaptive CX work independently (Flexible)
Insights
Practical frameworks and guidance for adaptive customer experience.
- From Adaptive Growth to Adaptive CX — Take the experimentation and personalisation mindset from growth marketing and apply it to the service moments that decide churn, cost-to-serve, and trust.
- Static CX in a Dynamic World — Why traditional customer journeys fail when reality intervenes, and what adaptive CX does differently.
Getting Started
Our four-step approach:
- Find — Identify high-impact moments in your customer journey
- Assess — Evaluate current capabilities and gaps
- Design — Create behaviour specs and truth contracts
- Prepare — Hand over build-ready specifications and prove value
Define measurable improvements in 60–90 days, not multi-year transformation programmes.