In this CX Today interview, Rhys Fisher sits down with Ty Givens, Founder and CEO of CX Collective, and Simel Kara, CX Account Director for Digital Experience and Transformation at Effect Digital, to dig into why end-to-end journey visibility remains out of reach for most organizations — and why reaching for AI as the solution is likely making things worse.
Simel frames the core issue around what he calls a missing “conductor” — organizations tend to have reasonable visibility within individual channels, but no shared memory connecting them. The handoffs are where everything unravels.
Ty puts it in starker operational terms. Customers bouncing between a bot, a new channel, and a live agent are retelling their story every single time — because the underlying systems simply aren’t integrated. And piling AI on top of that doesn’t help.
“If you don’t have any of those things, what’s going to happen is that those issues are actually going to be amplified because AI doesn’t fix that.”
Both speakers land on the same closing advice: stop buying tools and start fixing the foundations. Assign clear ownership for AI oversight, document what success actually looks like, and treat journey analytics as a live operational discipline rather than a reporting exercise.
As Ty puts it, someone needs to get off the dance floor and oversee the whole room. Right now, in most organizations, nobody is.
