Why AI transformation fails before it starts

With that being said, Don't try and boil the ocean. I've described this journey as chip shots, not moonshots. If I set a moonshot to create this AI-driven contact center tomorrow, it's going to be so overwhelming that I won't get it done. So the practical advice that we heard was consistent across speakers, right? Choose a bounded, high-value, high-volume, high-value problem with a clear owner, implement it, manage it, measure to the baseline, measure the value, and then use that as the test metric to go forward. So I do think that it's tempting to try and transform the entire customer journey with your 1.0 release, but it's very risky. And so start small, learn some lessons, and then expand from there.