CHCG Case Study
Advancing AI Maturity in a High-Growth Digital Services Company
A high-growth digital services company partnered with CH Consulting Group to assess AI maturity, align leaders, and create a roadmap for scaling AI across the enterprise.
4 Service Lines
Assessed for AI maturity
20+ AI Pilots
Reviewed across the enterprise
3 Strategic Workstreams
Defined to guide AI investment
CASE STUDY DETAILS
Project Summary:
A fast-growing digital services company generating over $1 billion in annual revenue was running more than 20 AI pilots across four service lines. Leadership wanted a clearer view of how mature they really were, where foundational gaps existed, and what needed to come first to support AI at scale.
Key questions included:
How prepared are our data, systems, and operations to support AI across the enterprise?
What sequence of work will move us from pilots to a structured, enterprise-level AI program?
CASE STUDY DETAILS
Project Challenges:
- Data scattered across multiple systems with inconsistent labeling and ownership
- Partial centralization that made it difficult to fuel AI models and measure ROI
- Legacy, on-premise platforms that were not fully integrated with newer CX tools
- No clear integration path to support future AI capabilities at scale
- Inconsistent workflows, training, and knowledge practices across service lines
- Limited feedback loops to support AI-enabled process changes
- AI pilots launched in silos without a unified roadmap or shared success measures
PLAN OF ACTION
Project Solution:
CH Consulting Group outlined a clear path to strengthen the organization’s foundations and prepare for scalable AI adoption. The work focused on aligning leaders, assessing current maturity, and defining the steps needed to support future AI capabilities with confidence.
THE OUTCOME
1. Project Results
Clarify Current AI Maturity:
The assessment established a shared understanding of where the organization stood and highlighted the foundational gaps that limited the scalability of AI efforts.
- Identified specific data, system, and workflow barriers
- Created alignment across CX, IT, operations, and data teams
- Highlighted risks slowing AI pilots and future initiatives
- Defined the conditions required to support AI at scale
THE OUTCOME
2. Project Results
Define Strategic Workstreams:
CH Consulting Group translated the findings into a staged roadmap built around clear priorities that guide future AI investment and operational readiness.
- Data optimization to strengthen sources, labeling, and ownership
- AI use case prioritization and sequencing across service lines
- Buy-versus-build guidance and RFP preparation for future AI tools
- A unified direction for advancing AI maturity across the enterprise