CX Today · 2026-07-01 · 21 min
Rob Scott sits down with Pasquale DeMaio (VP, Amazon Connect) , Deepak Nair (SVP, AI Transformation, Citizens Bank) , and Justin Robbins (Founder and Principal Analyst, Metric Sherpa) , fresh off the main stage at CCW 2026 in Las Vegas. Pasquale made a deliberate statement on stage: deflection is dead. In this debrief, the three unpack what killed it, what replaces it, and why half of all agentic AI pilots never reach production. They cover the governance conversations that have to happen before AI touches a customer, where agentic AI works in financial services and where it doesn't, and whether CX leaders are even asking the right questions when evaluating this technology. Plus: Justin delivers his verdict on three days at CCW - genuinely different, or the same story told better? The full CCW 2026 coverage is on CX Today .
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