In this interview, Deputy Editor Rhys Fisher sits down with Steve Nattress, VP of Product Management at Enghouse, for a gritty discussion on the promises and pitfalls of AI in customer experience. With AI dominating headlines, CX leaders are rushing to deploy solutions, but not always getting the results they expect. This conversation cuts through the noise, exploring how to avoid costly mistakes, build trust, and prepare for the future of AI-driven CX.
AI may be the hottest trend in CX, but hype doesn’t equal results. In this candid discussion, Steve Nattress explains how organizations can move past quick fixes like chatbots and start designing AI strategies that actually deliver value. From governance to failure demand, Nattress breaks down what matters most for sustainable, trustworthy AI adoption.
What you’ll learn in this video:
- Why jumping into AI without a clear strategy is the number one mistake CX leaders make.
- How failure demand drains resources – and how AI can uncover and fix root causes.
- Why knowledge management and governance are the backbone of effective AI.
- How upcoming regulations like the EU AI Act will reshape vendor partnerships.
Next Steps:
If you’re a CX leader navigating AI adoption, take time to audit your strategy:
- Identify where AI can deliver measurable business outcomes, not just shiny tech.
- Evaluate your knowledge base and governance processes.
- Challenge vendors on transparency and explainability.
- Stay updated on evolving regulations to avoid compliance pitfalls.
