In this interview, Deputy Editor Rhys Fisher sits down with Steve Nattress, VP of Product Management at Enghouse Interactive, 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: