Can AI truly revolutionize customer experience, or is it just another overhyped tech trend? While most organizations recognize AI’s potential, many are still struggling to scale AI beyond pilot projects. So, what’s holding them back?

In this episode, recorded live at the X4 Summit in Salt Lake City, I sit down with Isabel Zdatny, Head of Thought Leadership at Qualtrics XM Institute, to explore the $860 billion opportunity AI presents for customer experience. We discuss why only 12% of organizations have a company-wide AI strategy, the disconnect between AI ambition and execution, and how companies can break free from what she calls "pilot purgatory."

Key topics include:

The three biggest ways AI will unlock business value—from productivity gains to revenue growth and operational efficiency.
Why AI needs to be top-down and outcome-focused—not just a shiny tech experiment.
The rise of Agentic AI—AI that doesn’t just assist but autonomously manages entire workflows.
How leading companies are using AI to predict and prevent customer churn, personalize interactions, and optimize operations.
The biggest myths about AI in CX—and why you don’t need perfect data to get started.

As AI reshapes how businesses engage with customers, companies that act decisively and strategically will gain a significant competitive advantage. But will they move fast enough?

Tune in to hear real-world insights, case studies, and expert advice from Isabel on how businesses can turn AI potential into real impact—before their competitors do.

3214: AI-Enabled CX: Unlocking an $860 Billion Opportunity with Isabel Zdatny from Qualtrics XM Institute

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