Roundtable Discussion: Your Data Is Lying to You – And Your AI Is Making It Worse

 Four CX leaders get brutally honest about why organizations are drowning in customer data but still can't act on it In this CX Today Roundtable, Associate Editor Rhys Fisher is joined by Blair Pleasant (COMMfusion), Nick Lygo-Baker (Paradigm CX), Tabitha Dunn (CX Transformation Leader), and Simon Leyland (Cloud Interact) to tackle one of CX's most persistent problems: the insight-to-action gap. If you suspect your analytics stack is working harder than your organization is actually using it, this conversation is essential viewing. Most CX teams aren't short of data; they're short of the ability to do anything meaningful with it. Four industry leaders dissect exactly where the breakdown happens and why AI often accelerates the problem rather than solving it. The wallpaper dashboard problem: Simon Leyland describes supervisors cycling through 12+ tabs, making decisions on six-week-old data, and analytics too unusable to trust. Measuring the wrong things: Nick Lygo-Baker argues VoC programmes are built around business journeys, not customer goals – collecting feedback that was never going to answer the right questions. AI without trust is just faster noise: Blair Pleasant and Tabitha Dunn explore why agents fear AI tools and why skipping root cause analysis means optimizing for the wrong outcomes. The metrics that need to go: Tabitha makes the case for retiring NPS and CSAT in favor of measuring tangible, year-over-year experience improvements. Next Steps Audit your dashboards: are they driving decisions, or have they become wallpaper? Ask your frontline team whether they trust the tools they're given. Subscribe to CX Today for more roundtable discussions from across the CX space.