Why CX data fragmentation blocks AI progress - a live research review with Rebecca Wettemann

When you issue research that says things like this, you have my attention: "Instead of simplifying, many organizations are doubling down on complexity in the name of AI. This is where the story takes a turn. AI has become the top priority for modernizing customer service, but it's also exposing just how broken the underlying data layer really is." Rebecca Wettemann of Valoir released fresh CX research that laid out the siloed predicaments CX (and contact center) teams are facing. But what should enterprises do about it? And why do we keep pursuing sexy AI solutions that won't get results - until we deal with the underlying data/people/silo problems? At Oracle AI World New York City, I hashed out these issues with Wettemann live during an event pit stop. (We also recorded a halftime recap of the Oracle AI event and agentic apps news, which was released as a separate podcast). Note: you can see the Valoir CX research summary/reveal on diginomica:

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Why CX data fragmentation blocks AI progress - a live research review with Rebecca Wettemann is an episode from SAP and Enterprise Trends Podcasts from Jon Reed (@jonerp) of diginomica.com by Jon Reed.

This episode is 15:47 long.

This episode was published on Apr 12, 2026.

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