Why Generative AI for Business Gets Stuck in Pilot Mode—and How to Break Through
In the rush to embrace generative AI for business, most enterprises find themselves caught between ambition and execution. While adoption is accelerating, over two-thirds of organizations remain stuck in pilot mode—struggling to scale beyond experimentation into enterprise-wide transformation.
Watch this 1-hour session where Everest Group and Concentrix unpack the reality behind the hype, backed by fresh insights from 450+ enterprise leaders. You’ll hear what’s working, what’s stalling, and how to move from isolated AI experiments to enterprise-wide payoff.
This webinar is built for digital transformation leaders, CIOs, CX executives, and operations heads who need to scale with confidence and get ahead of the maturity curve.
Whether you’re designing your AI adoption roadmap or trying to push past pilot fatigue, this session delivers the clarity and strategy to help you build lasting enterprise value.
Key Takeaways
- Why 77% of enterprises struggle to scale generative AI pilots—and how to overcome common pitfalls
- Learn where enterprises are realizing the biggest impact, from hyper-personalized CX to back-office augmentation
- Explore the five readiness pillars—platform, governance, strategy, people, and data—that enable sustainable scaling
- Real-world models for scaling generative AI for business—centralized, federated, and hybrid sourcing approaches
- Why AI success hinges on human collaboration, workforce reskilling, and augmented decision-making
Our Speakers
David Rickard
Partner, Everest Group
David Rickard is a Partner at Everest Group, where he leads research on customer operations, spanning customer experience management and trust and safety. He brings deep expertise from senior roles at Microsoft and a leading CX consultancy, with a track record of driving large-scale outsourcing initiatives and industry recognition.
James Kim
Sr. Managing Partner, Strategy
James advises Fortune 500 leadership on customer experiences from omnichannel to digital to operations. His expertise includes strategy, experience design, build-vs-buy decisions, and translating technology complexity into strategic business choices. James’ advisory approach focuses on three key areas: early opportunity and risk identification, strategic prioritization and roadmaps, and human-centered experience realization. He ensures technology investments align with business strategy through clear success metrics and stage-gates that keep multi-year initiatives on track and on budget. As a regular advisor to leadership teams across healthcare, financial services, retail, and technology, James is an expert facilitator for board-level strategy sessions, provides independent technology advisory, and encourages the use of scenario planning to drive focus and prioritization.
Stephanie Kozak
Director, Consulting
Stephanie possesses over 10 years in CX strategy, research, and operational innovation, leading complex industry engagements. She’s an expert in CX technology and designing customer service programs. She holds a BA from Youngstown State University, and an MA and PhD in Geography from the University of Kansas.
