In this CX Today interview, Rhys Fisher, Associate Editor at CX Today, speaks with Muj Choudhury, CEO of RocketPhone.ai and former Salesforce Director, about the uncomfortable questions surrounding enterprise AI.

As organizations race to deploy AI agents, Choudhury argues that bigger investments and flashier product names do not automatically produce better customer experiences. This is a candid conversation about data, workflow design, agent coaching, risk, and how to find AI use cases that improve service rather than simply chasing automation.

AI may be everywhere in CX, but Choudhury says the industry needs to get far more honest about where it delivers value and where it creates new problems.

Drawing on his Salesforce background and his work at RocketPhone.ai, Choudhury joins CX Today’s Rhys Fisher to unpack why enterprise AI success depends on more than an LLM, a chatbot, or an ambitious product launch.

Why Salesforce’s acquisition-heavy history and changing AI strategy create a difficult integration challenge, especially as smaller, less encumbered competitors move quickly.

Why customer data, including voice and contact center conversations, is the essential foundation for relevant AI experiences.

A real-world field-service example showing how AI can help engineers arrive with the right part, reduce wasted visits, and improve the customer outcome.

Why AI should support human coaching and risk management, not replace experienced managers or introduce unsafe, non-compliant service interactions.

Choudhury’s message is clear: start with people and broken processes, then apply AI where it produces a measurable result.

Watch the full interview, then assess your own AI roadmap: Is it solving a specific customer problem, using trustworthy data, and keeping human accountability where it matters?

For more Customer Experience tech news visit https://www.cxtoday.com