Enterprise AI Video Has a Relevance Problem

AI video adoption is accelerating, but many CX teams are struggling to see measurable results. In this CX Today interview, Francesca Roche sits down with Brendan Cournoyer, VP of Marketing at SundaySky, to unpack why enterprise AI video initiatives often fall flat when personalization is missing. They explore why speed and scale alone do not drive engagement, how relevance changes effectiveness across the customer journey, and what CX leaders should prioritize to move from experimentation to impact. From onboarding and education to renewals and retention, the discussion highlights how personalized AI video can reduce friction, improve time to value, and create experiences that feel human at scale.