In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience.
Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghouse is solving real CX problems (like failure demand and incomplete QA), and why the goal of automation shouldn’t be fewer agents, but better ones. Tired of AI promises that don’t translate into real change? You’re not alone, and Simon Adnett from Enghouse is here to talk about it.
In this honest and practical conversation with CX Today’s Rhys Fisher, Simon explains how Enghouse helps contact centers achieve genuine business impact by focusing on AI that’s measurable, modular, and meaningful. Highlights from the discussion:
- Why “automating a broken process” is worse than doing nothing at all
- How 100% interaction evaluation gives QA teams superpowers
- The untapped ROI of fixing failure demand before it hits the queue
- How real-time agent assist tools improve onboarding and reduce churn, without over-automating the role
Whether you’re exploring agent assist, AI-based QA, or just trying to make your CX stack smarter (not louder), this conversation gives a grounded view of what good AI really looks like in the contact center.
Next Steps
- Download Enghouse’s latest resources to explore use cases in more detail.
- Book a demo to see how Enghouse can help you achieve 100% interaction evaluation or reduce failure demand.
Find the above on the Enghouse website.
