Given how enterprises feel about the importance of customer experience management (CEM), and given the current obsession with AI, it’s no surprise that most enterprises say there’s a role for AI in CEM. The problem is that while over 90% of enterprises tell me they are “evaluating” AI in CEM, less than ten percent have actually taken this evaluation process to the level of testing AI. This, despite the fact that major vendors like Cisco and Juniper have already incorporated AI into network management. Why is there this disconnect, and what does that disconnect mean for both CEM and AI?
