Patrick Watson

CX TV

Stop Chasing AI Hype and Start Delivering Real Outcomes

AI & Automation in CX

Build vs Buy: Why DIY AI Is A Bigger Risk To Customer Trust Than You Think

Contact Center & Omnichannel​

The Unification Trap: When One CX Stack Creates More Chaos

Security, Privacy & Compliance

U.K. Fraud Strategy Highlights Prevention as Industry Pushes for Better Data Sharing

Contact Center & Omnichannel​

On-Prem vs Cloud Debate Returns as Avaya CEO Criticizes Cloud-First Strategy

AI & Automation in CX

Tech Mahindra And NVIDIA Kill The Support Ticket With Zero-Touch CX At MWC 2026