July 24, 2026
Video Interview: Why Only 5% of AI Pilots Are Delivering Value and How to Fix It Ft. Sid Banerjee
The promise of AI in CX has never been louder. There is a colossal gulf in results, however. Only 5% of enterprise AI pilots are generating meaningful value, according to Medallia’s research. To Sid Banerjee, Chief Strategy Officer at Medallia, this illustrates the gap between a proof of concept and a production-grade system built to operate at scale.
Sid brings a distinct authority to that observation. Before joining Medallia roughly eighteen months ago, he founded ClaraBridge, one of the earliest companies to apply advanced analytics to CX, spanning calls, chats, surveys and social media, scaled it to over one hundred million dollars in revenue and sold it to Qualtrics. In this interview, he sits down with CXM’s Kieran Devlin to share what nearly thirty years in the industry has taught him about where AI is genuinely delivering, and where the hype is running ahead of reality.
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The conversation covers substantial ground. Sid makes a compelling case that NPS, the metric that has defined CX measurement for two decades, is increasingly obsolete in a world where AI can infer loyalty, satisfaction and friction directly from conversational data without ever asking the question. He walks through how layering agentic capability on top of enterprise-grade infrastructure is key. He also touches on why the sequence matters. Bots are improving fast, but human backstops remain essential in three specific scenarios: knowledge gaps, sensitive interactions, and high-stakes decisions.
His closing argument on governance is striking. Don’t just fix problems as they surface. Build the traceability to find what caused them.
Watch the full episode below.
