Valoir Warns CX Leaders: AI Ambition Can Backfire Fast

How do CX leaders move beyond AI hype without creating new risk for customers, agents, and the business?In this CX Today interview, Rob Wilkinson speaks with Rebecca Wettemann, Principal at Valoir, about why the conversation around AI in customer experience is becoming more practical and more urgent. They explore the shift from fear of missing out to fear of messing up, why so many teams still struggle to move beyond pilots, and what separates low-risk experimentation from costly missteps.Rebecca explains why trusted data, clear workflows, and strong business cases matter more than ever. She also shares how leading organizations are rethinking workforce roles, agent support, and governance as AI takes on more customer-facing tasks.If you are trying to turn AI ambition into measurable outcomes this quarter, this discussion offers grounded advice on where to start and what to avoid.