From AI FOMO to AI ROI: Five Practices That Deliver Real Customer Value

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AI spending has surged this year, driven by pressure to adopt new tools and avoid falling behind. Many companies moved fast, launching pilots across the organization with the expectation that AI would reshape customer experience and reduce operating costs. The message was clear. Go all in or miss the wave.

But as the year closes, a different picture is emerging. AI adoption is high, yet meaningful CX transformation remains limited. Leaders are discovering that activity does not equal value and that many initiatives have stalled before reaching any real scale.

In this video, we break down why AI investments often fall short and share five practices that help organizations shift from hype-driven decisions to strategies that deliver measurable outcomes.

What You’ll Learn

• Why customer value, not use cases, must guide every AI decision
• How to measure outcomes instead of activity and avoid review bottlenecks
• When automating broken processes can increase costs instead of reducing them
• How learning systems create long-term improvement and prevent model stagnation
• How strategic agility helps teams adapt faster than the AI market changes

Companies are under pressure to show AI results, but real transformation comes from grounded strategy rather than hype. By focusing on customer problems, measurable impact and systems that learn, organizations can move from AI FOMO to AI ROI and build a roadmap that scales.

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