In this episode of The Amplitude of Tech, Shawn Cordner talks with Joe DeLuca, Senior Director of Voice, Contact Center, and Collaboration at Wyndham Hotels & Resorts, about what it really takes to apply AI in customer experience without sacrificing trust, quality, or brand. 

Joe shares how large enterprises are balancing cost pressure, rising customer expectations, and rapid advances in AI, and where technology leaders should focus first to see real impact. The conversation goes beyond hospitality to explore universal challenges around automation, personalization, data readiness, and governance that apply to any organization modernizing its CX and operations.

If you’re a CIO, CTO, or CX leader thinking about AI beyond pilots, this episode offers a grounded look at what’s working, what isn’t, and how to build a foundation for scale.

What You’ll Learn

• Where AI can drive meaningful cost savings today without hurting CX
• Why bad automation is usually a design problem, not a technology problem
• How enterprises think about personalization when data is fragmented
• What governance looks like when AI starts touching real customer interactions
• How to prioritize CX and AI investments when budgets are tight