{"id":74664,"date":"2025-10-21T12:48:20","date_gmt":"2025-10-21T11:48:20","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74664"},"modified":"2025-11-24T15:42:29","modified_gmt":"2025-11-24T15:42:29","slug":"the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/","title":{"rendered":"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make"},"content":{"rendered":"<p><a href=\"https:\/\/www.youtube.com\/watch?v=6O9_JUje2bo\">Watch on Youtube\u00a0<\/a><\/p>\n<p>In this interview, <strong>Deputy Editor Rhys Fisher<\/strong> sits down with <strong>Steve Nattress, VP of Product Management at Enghouse Interactive<\/strong>, for a gritty discussion on the promises and pitfalls of AI in customer experience. With AI dominating headlines, CX leaders are rushing to deploy solutions, but not always getting the results they expect. This conversation cuts through the noise, exploring how to avoid costly mistakes, build trust, and prepare for the future of AI-driven CX.<\/p>\n<p>AI may be the hottest trend in CX, but hype doesn\u2019t equal results. In this candid discussion, Steve Nattress explains how organizations can move past quick fixes like chatbots and start designing AI strategies that actually deliver value. From governance to failure demand, Nattress breaks down what matters most for sustainable, trustworthy AI adoption.<\/p>\n<p>What you\u2019ll learn in this video:<\/p>\n<ul>\n<li>Why jumping into AI without a clear strategy is the number one mistake CX leaders make.<\/li>\n<li>How failure demand drains resources \u2013 and how AI can uncover and fix root causes.<\/li>\n<li>Why knowledge management and governance are the backbone of effective AI.<\/li>\n<li>How upcoming regulations like the EU AI Act will reshape vendor partnerships.<\/li>\n<\/ul>\n<p>Next Steps:<\/p>\n<p>If you\u2019re a CX leader navigating AI adoption, take time to audit your strategy:<\/p>\n<ul>\n<li>Identify where AI can deliver measurable business outcomes, not just shiny tech.<\/li>\n<li>Evaluate your knowledge base and governance processes.<\/li>\n<li>Challenge vendors on transparency and explainability.<\/li>\n<li>Stay updated on evolving regulations to avoid compliance pitfalls.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Watch on Youtube\u00a0 In this interview, Deputy Editor Rhys Fisher sits down with Steve Nattress, VP of Product Management at Enghouse Interactive, for a gritty discussion on the promises and pitfalls of AI in customer experience. With AI dominating headlines, CX leaders are rushing to deploy solutions, but not always getting the results they expect. [&hellip;]<\/p>\n","protected":false},"author":4983,"featured_media":74667,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"video","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[11850],"class_list":["post-74664","post","type-post","status-publish","format-video","has-post-thumbnail","hentry","category-contact-center","tag-ai-agents","tag-artificial-intelligence","post_format-post-format-video","brands_to_track-enghouse","editorial_type-interview","intent-discovery","target_audience-dual"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make\" \/>\n<meta property=\"og:description\" content=\"CX Today covers news including AI Agents, Artificial Intelligence and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\" \/>\n<meta property=\"og:site_name\" content=\"CX Today\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/CXTodayNews\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-10-21T11:48:20+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-11-24T15:42:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"850\" \/>\n\t<meta property=\"og:image:height\" content=\"425\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Rhys Fisher\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:site\" content=\"@cxtodaynews\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rhys Fisher\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\"},\"author\":{\"name\":\"Rhys Fisher\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\"},\"headline\":\"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make\",\"datePublished\":\"2025-10-21T11:48:20+00:00\",\"dateModified\":\"2025-11-24T15:42:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\"},\"wordCount\":255,\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg\",\"keywords\":[\"AI Agents\",\"Artificial Intelligence\"],\"articleSection\":[\"Contact Center &amp; Omnichannel\u200b\"],\"inLanguage\":\"en-GB\",\"copyrightYear\":\"2025\",\"copyrightHolder\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"}},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\",\"url\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\",\"name\":\"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make - CX Today\",\"isPartOf\":{\"@id\":\"https:\/\/www.cxtoday.com\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg\",\"datePublished\":\"2025-10-21T11:48:20+00:00\",\"dateModified\":\"2025-11-24T15:42:29+00:00\",\"description\":\"CX Today covers news including AI Agents, Artificial Intelligence and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg\",\"width\":850,\"height\":425,\"caption\":\"AI adoption in CX\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.cxtoday.com\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Contact Center &amp; Omnichannel\u200b\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.cxtoday.com\/#website\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"name\":\"CX Today\",\"description\":\"Customer Experience Technology News\",\"publisher\":{\"@id\":\"https:\/\/www.cxtoday.com\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.cxtoday.com\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.cxtoday.com\/#organization\",\"name\":\"CX Today\",\"url\":\"https:\/\/www.cxtoday.com\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"contentUrl\":\"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png\",\"width\":2606,\"height\":1154,\"caption\":\"CX Today\"},\"image\":{\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/CXTodayNews\/\",\"https:\/\/x.com\/cxtodaynews\",\"https:\/\/www.linkedin.com\/company\/69192959\/\",\"https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044\",\"name\":\"Rhys Fisher\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g\",\"caption\":\"Rhys Fisher\"},\"url\":\"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make - CX Today","description":"CX Today covers news including AI Agents, Artificial Intelligence and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/","og_locale":"en_GB","og_type":"article","og_title":"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make","og_description":"CX Today covers news including AI Agents, Artificial Intelligence and more.","og_url":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/","og_site_name":"CX Today","article_publisher":"https:\/\/www.facebook.com\/CXTodayNews\/","article_published_time":"2025-10-21T11:48:20+00:00","article_modified_time":"2025-11-24T15:42:29+00:00","og_image":[{"width":850,"height":425,"url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg","type":"image\/jpeg"}],"author":"Rhys Fisher","twitter_card":"summary_large_image","twitter_creator":"@cxtodaynews","twitter_site":"@cxtodaynews","twitter_misc":{"Written by":"Rhys Fisher","Estimated reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#article","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/"},"author":{"name":"Rhys Fisher","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044"},"headline":"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make","datePublished":"2025-10-21T11:48:20+00:00","dateModified":"2025-11-24T15:42:29+00:00","mainEntityOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/"},"wordCount":255,"publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg","keywords":["AI Agents","Artificial Intelligence"],"articleSection":["Contact Center &amp; Omnichannel\u200b"],"inLanguage":"en-GB","copyrightYear":"2025","copyrightHolder":{"@id":"https:\/\/www.cxtoday.com\/#organization"}},{"@type":"WebPage","@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/","url":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/","name":"The Biggest AI Mistakes CX Leaders Can\u2019t Afford to Make - CX Today","isPartOf":{"@id":"https:\/\/www.cxtoday.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage"},"image":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage"},"thumbnailUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg","datePublished":"2025-10-21T11:48:20+00:00","dateModified":"2025-11-24T15:42:29+00:00","description":"CX Today covers news including AI Agents, Artificial Intelligence and more.","breadcrumb":{"@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#primaryimage","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2025\/10\/Enghouse-Biggest-1.jpg","width":850,"height":425,"caption":"AI adoption in CX"},{"@type":"BreadcrumbList","@id":"https:\/\/www.cxtoday.com\/contact-center\/the-biggest-ai-mistakes-cx-leaders-cant-afford-to-make\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.cxtoday.com\/"},{"@type":"ListItem","position":2,"name":"Contact Center &amp; Omnichannel\u200b"}]},{"@type":"WebSite","@id":"https:\/\/www.cxtoday.com\/#website","url":"https:\/\/www.cxtoday.com\/","name":"CX Today","description":"Customer Experience Technology News","publisher":{"@id":"https:\/\/www.cxtoday.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.cxtoday.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.cxtoday.com\/#organization","name":"CX Today","url":"https:\/\/www.cxtoday.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","contentUrl":"https:\/\/www.cxtoday.com\/wp-content\/uploads\/2022\/03\/CX_Today_FullLogo.png","width":2606,"height":1154,"caption":"CX Today"},"image":{"@id":"https:\/\/www.cxtoday.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/CXTodayNews\/","https:\/\/x.com\/cxtodaynews","https:\/\/www.linkedin.com\/company\/69192959\/","https:\/\/www.youtube.com\/channel\/UCZSpkvnZtjGc7UAP1r-MRoA"]},{"@type":"Person","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/8658137cddc02e8aa6da2b92ccf4a044","name":"Rhys Fisher","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.cxtoday.com\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/3f343531884f01a524078c0707db60820463a470a442a647423a53c783b60296?s=96&d=mm&r=g","caption":"Rhys Fisher"},"url":"https:\/\/www.cxtoday.com\/author\/rhys-fisher\/"}]}},"_links":{"self":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74664","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/users\/4983"}],"replies":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/comments?post=74664"}],"version-history":[{"count":5,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74664\/revisions"}],"predecessor-version":[{"id":76627,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/posts\/74664\/revisions\/76627"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media\/74667"}],"wp:attachment":[{"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/media?parent=74664"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.cxtoday.com\/wp-json\/wp\/v2\/categories?post=74664"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}