At CCW Las Vegas, CX Today's Rob Scott sat down with Hannah Bloking (Head of Applied AI Acceleration Solutions Architecture, Amazon Connect Customer), Andrei Papancea (Head of AI Engineering, AWS), and Nate Brown (Co-Founder, CX Accelerator) right after their session on why AI pilots fail — and what the 5% who succeed do differently.
Three questions. Three perspectives. Fifteen minutes of the most practical AI deployment advice from the conference floor.
What CX leaders are really afraid of when it comes to AI
What actually kills a pilot before it ships
What the organisations that succeed do differently
Key takeaways:
Speed is a differentiator
Iterate — don't aim for perfection
Minimise confusion for customers, agents, and teams
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