Viewpoint on Engage: Stronger, Faster, Measurable—Why Verint’s AI Bet in CX Matters

Most organizations today are eager to succeed with AI. However, most don’t.

Customerland‘s Mike Giambattista attended Verint Engage 2025 in Orlando last week and explored this challenging issue. After all, the lack of success isn’t a lack of effort—there’s been plenty of that.

In fact, over the last few years, brands have poured money, time, and resources into AI initiatives in CX. The result? Most have become little more than expensive experiments. The lack of positive results can often be attributed to a few factors—data is inherently messy, timing is critical, and AI models degrade in accuracy.

Today’s organizations need a better way forward—and there is one. Overlay automation on existing systems—on-prem, cloud, or hybrid—without requiring a rip-and-replace. Start with one workflow, validate outcomes in 90 days, then scale. Measure outcomes—not inputs.

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