Unlocking Vertex AI: The AI paradox — AI's impact on CX and contact centers

In this episode of Unlocking Vertex AI, we’re addressing the elephant in the room: AI value realization. 

Despite initial high hopes for their AI investments, nearly three-quarters of organizations report struggling to generate tangible value from AI.

 So, what’s going on here?

TTEC Digital’s own Caleb Johnson and UJET Chief Business Officer, Baker Johnson, discuss how it’s all about mindset. Organizations tend to prioritize short-sighted automation use cases that generate minor returns, instead of reimagining their customer experience through AI to achieve much more dramatic ROI. 

They also discuss:

• Common AI adoption challenges
• Governance and risk in AI adoption
• Recentering AI in CX around the smartphone