AI in customer experience isn’t new. Many organisations have been experimenting with automation, chatbots, and AI-driven insight for years. But if we’re honest, a lot of teams still feel like they’re figuring it out as they go.

The tools are better. The pressure is higher. And yet the outcomes are often inconsistent.

Bots that frustrate customers. Automation that creates more work for employees. Initiatives that stall at pilot stage or never quite scale. Projects that promise transformation but struggle to deliver meaningful impact in practice.

This session is designed to create space for a more honest conversation about why.

Rather than focusing only on success stories, we’ll explore the reality of implementing AI inside complex organisations — where legacy systems, silos, and competing priorities shape what’s actually possible.

What’s behind the gap between AI ambition and everyday CX reality

Why many AI initiatives fail to improve customer and employee experience

Where organisations are overestimating technology — and underestimating operational complexity

What actually needs to change to make AI deliver meaningful impact in CX

WiCX Talk Trends: Why AI Still Isn’t Delivering in CX — And What Needs to Change