AI for CX Summit – Day 2 Session 1 Recap

Everyone’s talking about AI. But few know where to start—or how to turn potential into performance.

In this standout session of the AI for CX Summit, “From Hype to Help: Evaluating and Applying AI Where It Matters in CX,” Nick Richards, GM of CX and AI at CXponent, offered a pragmatic blueprint for leaders navigating AI’s complexity. His message? You don’t need to master AI—you need to master the problems you’re trying to solve.

Moderated by Scott Logan, CMO of AmplifAI, this session cut through the noise to show attendees how to plan, pilot, and scale AI initiatives that actually deliver value.

The session featured insights from:

• Nick Richards, GM of Customer Experience & AI, CXponent

Key topics included:

• Why most AI projects underperform—and how to avoid the top mistakes
• A four-phase roadmap: plan, select, deploy, and evolve your AI efforts
• The four categories of high-impact CX AI use cases
• How to evaluate tools based on workflow fit, not just features
• A field-tested AI readiness checklist to drive momentum inside your org

Who This Session Is For

This session is for contact center leaders, digital transformation owners, and CX strategists who:

• Are tasked with launching or expanding AI initiatives but don’t know where to start
• Need help translating AI hype into tangible business outcomes
• Want a structured approach to evaluating vendors and driving adoption
• Are facing organizational or technical barriers to scaling AI

5 Key Takeaways From This Session

1. AI Fails Without Purpose—Focus on Outcomes First

Nick Richards shared a sobering stat: while over 80% of organizations are using AI, only about 30% have achieved meaningful results. Why? Because too many projects are scoped around tool features instead of business problems.

Rather than asking “What can AI do?” Richards encouraged leaders to ask “What do we need to improve?” Whether it’s reducing handle time, increasing CSAT, or boosting agent efficiency, the use case—not the feature list—should drive the AI investment. Vendors may sell capabilities, but impact comes from clarity of purpose.

2. A Four-Phase Roadmap Makes AI Actionable

Richards broke down the AI journey into four repeatable phases:

He emphasized that this cycle isn’t a one-time project—it’s a foundational operating model for AI.

3. These 4 AI Use Cases Deliver the Fastest CX Value

Richards highlighted four categories where AI consistently delivers value:

His advice: start with what’s easy to execute and highly repeatable. The most sophisticated use case isn’t always the most impactful.

4. Integration Isn’t the Barrier You Think It Is

Data silos and integration complexity often stall AI projects. Richards addressed this head-on: most CX AI use cases don’t require perfect data. Especially for conversation-based AI, you only need 2–3 data points to personalize and take action.

He also pointed out that many tools come with built-in connectors or ecosystem partners. Before declaring your stack unready, investigate no-code integration options or tools like AmplifAI that unify messy data and surface value fast.

5. Build the Right Team—Even If You’re Not “AI Experts”

AI isn’t just a tech problem—it’s an operational shift. Richards encouraged companies to build cross-functional teams with three skill sets:

You don’t need to hire an AI lab. You need internal champions who can connect technology to outcomes—and keep the momentum going.

From Planning to Proof: Your AI Path Starts Here

Richards closed with a simple but powerful challenge: find one problem, run one pilot, and prove one win. That early success gives you the credibility, confidence, and capital to scale. Start with a checklist, measure what matters, and iterate from there.

Because in the end, AI success isn’t about buying a smarter tool—it’s about building a smarter operation.

Expert Quote to Remember

“Start small. Measure what matters. Then repeat. AI doesn’t have to be magic—it just has to be meaningful.”

– Nick Richards, GM of CX and AI, CXponent