Make smarter AI buying decisions - without the hype

Download our video conversation with Rob Scott and Carlos Aragon, Senior Director of Outbound Product Marketing at Sprinklr, to get practical guidance on evaluating AI platforms for real business outcomes.

Why watch?

Vendors all claim leadership. Analyst grids shift fast. Buying committees are under pressure. This session breaks it down so CX leaders can focus on what matters: goals, governance and value.

What you’ll learn:

• How to read analyst reports wisely: Treat them as signposts, not the whole story. Understand criteria, recency and where coverage can be skewed toward voice over true omnichannel.
• Signals that separate leaders from loud claims: Look for platform-level AI (not bolt-ons), domain-trained models, robust security and privacy practices, and evidence of maturity across agents and copilots.
• Avoiding over-automation: Deflecting isn’t a strategy. Build human-in-the-loop journeys, design for exceptions and keep customer empathy front and center.
• Testing what actually works: Run RFIs/RFPs, speak directly with analysts and vendors, pilot with real users, and assess the people and services behind the product.
• Getting the enterprise ready: Align CX, IT, compliance and finance from day one. Plan integrations with CRM, CCaaS and data sources to prevent fragmentation.
• Keeping customers loyal: Use omnichannel AI, journey monitoring and VoC to reduce churn, surface friction and act on sentiment in near real time.
• The one word that guides every decision — goals: Define the outcomes you need — cost, experience, retention, efficiency — then select the tech that gets you there.