Is your board expecting AI ROI in six months while your contact centre needs eighteen? You’re not alone — and that gap is producing some genuinely bad decisions.
In this interview, Rob Scott sits down with Gautam Vasudev, SVP of Agentforce Contact Center at Salesforce, to get into the real story behind enterprise AI deployments — why 95% of pilots fail to deliver measurable business impact, what the organisations that actually succeed do differently, and how to close the gap between board pressure and operational reality.
They cover the data readiness problem most vendors gloss over, the “triple penalty” of deploying AI on stale or badly structured data, a practical 12-month playbook for CX leaders, and why starting small isn’t a hedge — it’s the only argument your CFO will actually respect.
No vendor pitch. Just the honest version.
