CCNG Member Talk: Why AI Pilots Stall at Scale

Join a small, invitation-only conversation with fellow senior contact-center and CX operators to compare where AI efforts have stalled—data, workflow, ownership or governance—and identify one concrete change to test in the next 90 days.

Facilitated by John Sorenson, former SVP of enterprise CX and contact centers at BB&T and Truist.

Discussion outline

• John’s opening perspective on moving AI pilots into everyday operations.
• Peer exchange on barriers, accountability, and measurable business results.
• One practical next step each participant can test over the next 90 days.

Please come ready to share a current AI initiative, what is getting in the way, and a question you would value your peers’ perspective on.