Enterprise CX teams have poured budget into AI, yet many still can't show measurable returns — frontline staff double-check the tools, and each new bot becomes another disconnected silo.
In this episode, John McMullan, Head of Product Marketing and Strategy at Observe.AI, joins host Yolandi de Weerdt to examine why AI adopted without operational discipline falls short, and how a shared interaction intelligence layer can carry context across AI agents, core systems, and human handoffs.
McMullan outlines the practical shifts: putting frontline experts, analysts, and engineers on the build team, starting with one small workflow and learning from early failures, testing agents against simulations of real conversations, and getting data clean and connected before scaling.
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