Lydia Broekhuizen

WORK HISTORY

EDUCATION

SKILLS

ABOUT LYDIA BROEKHUIZEN

The next phase of digital transformation is Orchestration—connecting disparate systems, data, and people into a cohesive, intelligent, and scalable AI-driven workflow.With over 25 years in the Microsoft ecosystem—recently in Customer Insights and Digital Contact Centres—I help organisations navigate this transition by focusing on Human-AI Collaboration. My goal is not just to deploy technology, but to define and design AI that augments human potential rather than replacing it.I specialise in: • AI Maturity Strategy: Guiding platform selection and clarifying the architectural differences between Microsoft Copilot and specialized Contact Centre AI solutions. • High-Potential Use Cases: Providing no-nonsense facilitation to identify value, mitigate execution risks, and deliver measurable, future-proof returns for both the business and employees. • AI Governance & Safety: Establishing \"Safe Use\" guidelines and operational frameworks to ensure innovation complies with regulations like the EU AI Act. • Meaningful KPIs: Tracking real value by calculating \"Return on Employee\" via metrics like Time to Proficiency and AHT. I am also creating models on Token Unit Economics to ensure the acceptance rate of AI work justifies the consumption costs required to achieve desired outcomes.I am currently researching methodologies to bridge the gap between theoretical AI capability and deployable, secure client and project solutions.