Rhys Fisher, Associate Editor at CX Today, sits down with Dave Rennyson, CEO of SuccessKPI, to tackle one of the most pressing yet underexplored challenges in modern contact center operations: what it actually takes to build an AI-ready data foundation.
As AI agents become a fixture of the contact center, Dave makes a compelling case that the real risk isn't the technology, it's the lack of governance, measurement, and rigor underneath it.
If your organization is deploying AI without asking how you'll manage it, this is essential viewing.As contact centers race to deploy AI, most are skipping the hard work that makes it sustainable. Dave Rennyson pulls no punches on what's going wrong and what leaders need to do differently.
AI agents actually produce more data than human agents, including failure signals and turn-taking data that human conversations never generate. The opportunity is significant, but only if you have the architecture to capture and act on it.