In this CX Today exclusive, Deputy Editor Rhys Fisher sits down with Simon Adnett, VP of Sales for the UK & Ireland at Enghouse Interactive, to get to the heart of a pressing industry issue: the overhype of AI in customer experience.
Forget the fluff, this interview is about AI that actually works. Simon shares candid insights into why many AI projects fail to deliver, how Enghouse Interactive is solving real CX problems (like failure demand and incomplete QA), and why the goal of automation shouldn't be fewer agents, but better ones. Tired of AI promises that don’t translate into real change? You’re not alone, and Simon Adnett from Enghouse Interactive is here to talk about it.
In this honest and practical conversation with CX Today’s Rhys Fisher, Simon explains how Enghouse Interactive helps contact centers achieve genuine business impact by focusing on AI that’s measurable, modular, and meaningful. Highlights from the discussion: