Why 95% of AI Pilots Fail – and How to Be the 5% That Wins
CX Today4 Marras 2025

Why 95% of AI Pilots Fail – and How to Be the 5% That Wins

In this discussion, host Rhys Fisher sits down with Will Penn, Senior Sales Engineer at Puzzel, to unpack one of the most talked-about trends in customer experience: AI co-pilots. While many organizations jump into AI hoping for instant transformation, the reality is more complex. Will shares insights into why so many pilots fizzle out, how to lay the right data foundations, and why empathy – not just efficiency – will define the future of CX. If you’re looking to get real ROI...

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The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

The Internet of Things (IoT) In the Contact Center: Traeger Grills' Success Story

Watch on YouTube. CX Today's Charlie Mitchell hosts Corey Savory, Vice President of Customer Experience & Service at Traeger Grills. We walk through Traeger Grills' CCaaS migration and Internet of Thi...

9 Loka 202314min

The Women in CX Conference A Customer Experience Event With a Twist

The Women in CX Conference A Customer Experience Event With a Twist

CX Today's Charlie Mitchell hosts Clare Muscutt, Founder and CEO of Women in CX. In this session, we introduce the Women in CX conference, discussing: What is Women in CX?When and where is the confere...

3 Loka 202312min

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

BIG CX News - Dreamforce Special! The Latest on the Einstein 1 Platform, Copilot, & More

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from Dreamforce 2023. He's joined by four prominent CX analysts to dissect the biggest stories from the event - includin...

27 Syys 202330min

What Should I Look for In a CCaaS Platform?

What Should I Look for In a CCaaS Platform?

Watch on YouTube. CX Today's Charlie Mitchell hosts Nerys Corfield, Director of Injection Consulting, and Thomas John, Vice President Partners EMEA & International at Five9. After quick intros, we con...

26 Syys 202320min

Video Will Continue to Change Contact Center Experiences. Here's How.

Video Will Continue to Change Contact Center Experiences. Here's How.

Watch on YouTube. CX Today's Charlie Mitchell hosts Martin Taylor, Deputy CEO of Content Guru. In this session, we consider the evolution of video within the contact center space, discussing: Why the ...

19 Syys 202326min

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

BIG CX News - The Latest on the Salesforce & Genesys Joint Platform and Five9's Aceyus Acquisition

Watch on YouTube. CX Today's Charlie Mitchell presents the latest trending news from the customer experience world. He's joined by four prominent CX analysts to dissect the latest stories from the spa...

13 Syys 202320min

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

Genesys Introduces Its Approach to Sector-Specific CCaaS Innovation, Talks Insurance

Watch on YouTube. CX Today's Charlie Mitchell hosts Manan Sagar, Global Head of Insurance at Genesys. We discuss Genesys's sector-specific approach to CCaaS and deep dive on insurance, considering: H...

11 Syys 202310min

How Will AI Revolutionize The Contact Centre?

How Will AI Revolutionize The Contact Centre?

Watch on YouTube. CX Today's Kieran Devlin is joined by MaxContact's CEO Ben Booth and VP of Engineering Matt Yates to discuss AI's impact on the contact centre. In this session, they discuss: The top...

4 Syys 202323min