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UN 432 - Anna Convery. AI Needs an Outcome.
10/08/2026
UN 432 - Anna Convery. AI Needs an Outcome.
Many companies are under pressure to use AI, but how many can show what their AI investments are doing for the business? On this episode of Up Next, Gabriella Mirabelli talks with Anna Convery, CMO of Verint, a customer experience automation company that works with more than 80 of the Fortune 100. They discuss why so many AI pilots stall before reaching production, how marketers should measure AI success, and why the right starting point is the desired business outcome rather than the technology itself. Convery argues that companies should work backward from the outcome they want to achieve, then determine where AI can create meaningful value. The conversation also explores the role of human judgment in an AI-enabled workplace, why human expertise remains essential, and what organizations need to do to move AI from pilot projects into enterprise-wide use. Convery emphasizes the importance of executive sponsorship, training, organizational readiness, and a workforce that combines people and AI according to where each is most effective. In this episode: Why AI pilots often fail to make it into production How to measure AI by business outcomes rather than activity Why some common AI metrics are really vanity metrics How AI can augment human judgment rather than replace it Why companies don't necessarily need to rip and replace their existing technology How customer interactions can become a source of real-time market research Why CMOs need a seat at the table when AI reshapes customer experience What marketers should learn before engaging with contact center leaders Why AI is only as good as the data behind it
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