What separates companies succeeding with AI from those struggling to see results? The answer isn't the AI itself-it's the data foundation underneath it.

In this episode, we explore why the companies winning with AI today are the ones that spent years cleaning, structuring, and curating their data. Our guest is Mike Hutchinson, Chief Operating Officer at Teradata, bringing 35 years of customer experience expertise across three software companies.

Mike breaks down the critical gap between structured and unstructured data, why vector stores and context engines are game-changers, and how real AI use cases come from solving business problems-not from hackathons. He shares examples from banking, airlines, and Teradata's own operations, including their fully autonomous account planning system.

We also look ahead to 2026 and Mike's bold prediction: this will be the year companies build agents at scale - autonomous systems that monitor, decide, and act without human intervention.

Chapters

• 00:00:00 Meet Mike Hutchinson, 35 Year CX Veteran
• 00:09:22 The Unstructured Data Problem
• 00:12:07 Marrying Structured & Unstructured Data
• 00:16:15 Why AI Use Cases Fail
• 00:19:32 Banking NPS Transformation Story
• 00:25:18 Security & Hallucination Concerns
• 00:30:32 Getting Started with Data Organization
• 00:37:33 Predictive Analytics & Weather Patterns Example
• 00:42:21 CX Skills for the Next Decade
• 00:48:52 The Expertise Debate in an AI World
• 00:56:49 2026 Prediction: The Year of Agents

Watch Next: https://www.youtube.com/watch?v=enBE_5PQOb4

Experts of Experience is produced by the team at Mission.org.