operational AI

Why AI Operationalization Is the Real Enterprise Challenge

Why AI Operationalization Is the Real Enterprise Challenge

AI, Application Development, Enterprise IT Strategy /

AI adoption is accelerating, but operationalization remains the hard problem. ECI Research analyst Paul Nashawaty and LiveOps COO Molly Moore break down why governance, workflow design, and accountability structures determine which AI investments actually deliver customer outcomes. The gap between pilot and production is a leadership challenge before it’s a technology challenge.

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Contact Center AI: Why Deployment Isn't Delivering Results

Contact Center AI: Why Deployment Isn’t Delivering Results

AI, Application Development, Automation /

ReflexAI’s 2026 survey of 109 contact center leaders finds that AI tools are nearly universal but rarely effective. The root cause isn’t technology — it’s the broken handoff between training and QA that no current platform is built to bridge. ECI Research examines what this means for ITDMs, developers, and the vendors competing for this market.

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