About this episode

The episode discusses how CX data fragmentation hinders AI progress and explores solutions for enterprises.

When you issue research that says things like this, you have my attention: "Instead of simplifying, many organizations are doubling down on complexity in the name of AI. This is where the story takes a turn. AI has become the top priority for modernizing customer service, but it's also exposing just how broken the underlying data layer really is." Rebecca Wettemann of Valoir released fresh CX research that laid out the siloed predicaments CX (and contact center) teams are facing. But what should enterprises do about it? And why do we keep pursuing sexy AI solutions that won't get results - until we deal with the underlying data/people/silo problems? At Oracle AI World New York City, I hashed out these issues with Wettemann live during an event pit stop. (We also recorded a halftime recap of the Oracle AI event and agentic apps news, which was released as a separate podcast). Note: you can see the Valoir CX research summary/reveal on diginomica: https://diginomica.com/pursuit-customer-holy-grail-why-organisations-must-finally-tackle-cost-dis-connected-cx).

More episodes of SAP and Enterprise Trends Podcasts from Jon Reed (@jonerp) of diginomica.com

• Enterprise Month in Review - event detox and AI agent reality check edition · May 3, 2026 · 1h 8m
• The state of SAP, and where should customers go from here? An opinionated (and unscripted) review · April 12, 2026 · 1h 2m
• Oracle AI World NYC 2026 - the halftime recap with Rebecca Wettemann · April 12, 2026 · 8 min
• On ERP value, AI disruptions and where we go from here - hot issues from Sage Analyst Day 2026 · March 26, 2026 · 32 min
• Hashing out a provocative enterprise AI keynote - live at CRM Playaz IRL with Esteban Kolksy · March 13, 2026 · 27 min
• Enterprise month in review - agentic AI gut check time - with Andreas Welsch · March 8, 2026 · 1h 6m

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