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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