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DESCRIPTION
In this episode of XM Pulse, we pull back the curtain on a sobering reality. Despite the gold rush toward automation, AI initiatives in Experience Management are failing at an alarming rate. We move beyond the buzzwords to examine why massive investments are frequently yielding stagnant NPS scores and fragmented customer journeys instead of the promised ROI.
We pinpoint exactly where these breakdowns occur within the XM core competencies, identifying the specific friction points in data integration, cultural adoption, and continuous listening architectures that derail transformation.
Finally, we arm you with high-impact strategies to bridge the gap between "hype" and "value." Learn how to recalibrate your AI roadmap to prioritize human-centric design and predictive modeling that actually scales. Tune in to discover how to turn potential AI pitfalls into your organization’s greatest competitive advantage.
The episode also features an interview with Franck Ardourel. Franck is a technologist and global advisor dedicated to transforming generative AI hype into tangible enterprise value. By fusing AI automation with customer-centric strategy, he helps startups and Fortune 500 companies—including Amazon and Wells Fargo—drive profitable growth across the U.S., APAC, and EMEA markets.
PROGRAM FORMAT AND HOSTS
XM Pulse, a quarterly live broadcast series designed to deliver cutting-edge research, market intelligence, and insights to experience management leaders, innovators, and change-makers around the globe. Blending thought leadership with real-time dialogue, XM Pulse will feature live sessions with industry veterans Rich Groom, Janani Venkataraman, and Funda Whitaker, bringing fresh perspectives on emerging trends, customer experience, innovation strategy, and organizational growth. Each broadcast is built to foster engagement, inviting audiences to move beyond static reports and into interactive conversations that matter.
The co-hosts of XM Pulse include:
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